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I received a new Surface Pro 7 8GB 128GB on 27/03/20. The trackpad cursor freezes after a very short time of use on mains power. Cursor unfreezes with power cable is removed. My SP7 is fully updated from Windows update and no other software installed.
Going to Microsoft Support and speaking with a chat agent, I completed steps of running diagnostics and resetting the computer. The problem remained just as bad. The agent decided it was a hardware issue and authorised a return. A new SP7 arrived today 31/03/20 and it has exactly the same problem! In fact it is worse, in that the cursor goes into frozen state more quickly after I attach the power cable. Further chat with agents - they are going to send me a new power supply. But I am dubious that will help.
I like the Surface Pro 7, and it works great on battery power, but is frustrating that the trackpad is completely unusable while on mains power. I suspect some manufacturing fault of inadequate shielding of the trackpad from magnetic interference caused by the power supply. But who knows? I have Surface Laptop 2 and have never had any problem with its trackpad while on mains power.
The last Microsoft chat agent told me my case would be escalated to a more advanced technician. I mentioned that there are over 200 people reporting the same problem in https://answers.microsoft.com/. See http://tiny.cc/u5f8lz He said they have nothing about this problem in their database.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Hi there,
Did we get any solution for the issue or any workaround for touchpad issue. We are also facing the same issue for Surface Pro 7+ for business touchpad. It freezes all of sudden for couple of seconds and then automatically starts working.
We have changed the type cover and also surface but the issue still same.
fix:
Install the Intel Graphics Command Center from the Microsoft Store, opening it, going to System>Power>Panel Self Refresh and turning it off (may have to do it for both "On Battery" and "Plugged In")
Hi. This option doesn't seem to be available in the "systems" section of my Intel Graphics Command Center. Anyone else have this problem in the UK?
What power adaptor are you using? I'm absolutely convinced its to do with USB-C driven power delivery and nothing else :)
No, it's not USB-C it is the standard Surface Pro bespoke t-bar type magnetic connector, I have changed power supplies twice to get to one that works reliably. There has to be something which relates to power tolerances that the surface is so sensitive to, in this respect it is a significant failing in it's design. I have had the same issues across Surface Pro's 4,5 and 6 our company has as a result dropped using the devices in favour of Lenovo devices.
Yes, same here. I continue searching the Microsoft Store for this Intel Graphics Command Center and it continues to look for games... really tired of this trackpad delay... This didn't happen until I upgraded to Windows 11. Think it's a glitch. Really wish I never upgraded... And I in America, so it's universal.
