Surface Pro 7 trackpad freezes

Anonymous
2020-03-31T15:50:24+00:00

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.

Surface | Surface Pro | Power and battery

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  1. Anonymous
    2022-05-21T14:26:52+00:00

    I'm having the same issue but only on USB-C charging. I have used several different chargers and cables. The only charging that doesn't cause the freezing is with Surface connect charging. Will have to try some of the fixes, but it does appear to be a design flaw in the USB-C IC.

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  2. Anonymous
    2022-05-21T14:35:47+00:00

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  3. Anonymous
    2022-06-27T14:03:54+00:00

    I didn't read through the 100+ replies and more sub-replies so forgive me if this answer has already been given. Lately when my cursor freezes while the Surface Pro 7 is plugged in, I simply start using the touch screen. I don't unplug the machine, nor do I unplug the typepad, which is still able to type while the cursor is frozen anyway. After a very short while of getting things done via touch screen, the cursor becomes unstuck.

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  4. Anonymous
    2022-07-12T10:15:23+00:00

    This is not going to be helpful but this seems to be a power supply issue. I have this problem but have only experienced it on trains out of London in the UK. Weirdly I think only ones running north out of Kings Cross and not southern trains. I can only presume there is a frequency issue or 'dirty' power. I cannot stop it happening.

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  5. Anonymous
    2022-07-13T15:58:38+00:00

    I had same issue with 65 watt power supply. I tried all the methods and even couple of times did clean

    install of Windows. Nothing helped. But when i changed my power supply to 44 watt one, no issues at all.

    Try this power adapter.

    Microsoft Model # 1625

    44 watts

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