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
    2020-12-10T18:06:13+00:00

    I have the same issue... tried all the steps and it always comes back. I have to take the keyboard off and then put it back on for it to appear again but just a few minutes later it does it again. This is my 4th or 5th Microsoft Pro Surface... I love them when they work but sadly there always seems to be some kind of major issue(s) that crop up. Usually they start around 15 months after purchasing brand new. I've had this one for 19. A lot of money to spend on something that doesn't last very long.

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  2. Anonymous
    2020-12-13T01:51:51+00:00

    I have the same exact problem.  Only when on power and I can touch the back of the surface to unstick it.  Of course, it only makes it unstick momentarily.  Incredibly annoying.

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  3. Anonymous
    2020-12-13T02:10:47+00:00

    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")

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  4. Anonymous
    2020-12-13T22:38:53+00:00

    I'm stunned. For over three years I've fought this problem on two different Surfaces, and I never thought it'd be resolved. I was wrong. Since I downloaded and installed the Intel Graphics Command Center and configured it as you suggested - no more mouse freezes! 

    Thank you Matt, thank you, thank you, thank you.

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  5. Anonymous
    2021-01-22T19:13:57+00:00

    I have the same issue when working from my car.  When I plug in the AC power to my car's power inverter the trackpad starts acting up and it won't register touches on the trackpad.

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