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
    2022-09-24T00:50:17+00:00

    I the same problem on Surface Pro 6

    The more I use the touch pad with main power the worse it gets until I have to take the power out and reattach the

    Signature Cover.

    Its has been happening for about a year

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  2. Anonymous
    2022-12-03T12:21:36+00:00

    For me, that problem started when I traveled to Africa. When I plug in, the trackpad freezes within seconds. Repeatedly hitting escapes sometimes unfreezes it for a few seconds, but basically, I have to charge, then unplug to use it, then wait to charge again...

    I found this happens with all power outlets I've found on the continent, 240V, independent of if I'm grounded or not (inside vehicle with rubber wheels), or the direction I plug in. However, when I plug in via a 2:1 transformer, giving me 120V, the problem does occur less. Also, when I connect to my 110V inverter at my car battery, it seems ok. So could it be the problem is as 'simple' as that the 100-240V voltage range of the charger is too marginal at the upper end of the voltage range? Maybe everyone reporting this problem should include the voltage they are connected to. Microsoft being a US company might just not have tested the design very well at the upper voltage limit. How about users in Argentina, Australia and China - don't they use 250V? So they should see that problem a lot!

    Right now, my voltmeter measures my (rms equivalent) voltage as 233V, so should be within the power supplies accepted range, but obviously it is not. So, Europeans should see more problems than US users.

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  3. Anonymous
    2023-02-11T13:33:36+00:00

    Same issue here. I have gone through so many of these laptops it's ridiculous. At some point I really need to give up.

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  4. Anonymous
    2023-02-11T16:57:30+00:00

    It the power supply you are using

    I brought a cheap on amd that what wa causing the problem.

    I brought surface pro 9 and used that charger and no problems. Also I had a anker 537 power bank that could use without problems

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  5. Anonymous
    2023-02-11T17:35:49+00:00

    It was the power supply. It only froze while using it. However, it wasn't a "cheap one" it was a microsoft supply. I did replace it though and solved the issue.

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