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
    2021-01-22T19:54:53+00:00

    ... But unfortunately within about 2 days, the freezing mouse problem returned. Back to the drawing board.

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  2. Anonymous
    2021-01-23T00:56:51+00:00

    ... But unfortunately within about 2 days, the freezing mouse problem returned. Back to the drawing board.

    Did you check to make sure the setting didn’t turn itself back on?

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  3. Anonymous
    2021-01-23T23:08:15+00:00

    This issue feels hardware related. I only experience it when working from my car using the power inverter below.  I never experience the issue when using power from my home, just in the car with the inverter.  Come to think, I had another power inverter prior to the one below and it would still happen on my SP4 and SP6.  Must be something with the hardware on the wireless trackpad.  Perhaps the power being converted has some sort of electrical interference with the trackpad.  The keyboard continues to work, even touch screen, but the touchpad always fails. Removing the power cord revives touchpad commands, plugging the power back in before losing the touchpad last about 4-5 minutes. 

    https://www.amazon.com/BESTEK-300W-Power-Inverter-Adapter/dp/B004MDXS0U/ref=asc\_df\_B004MDXS0U/?tag=hyprod-20&linkCode=df0&hvadid=198151843411&hvpos=&hvnetw=g&hvrand=16056729275696487602&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9052958&hvtargid=pla-391702780059&psc=1

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  4. Anonymous
    2021-01-28T19:27:52+00:00

    I wonder how likely is is that it maybe related to the Power Supply.  I have the exact same problem on my Surface Pro 2016 but I didn't have this problem until after my OEM power supply failed.  I picked up one off of Amazon and I am wondering if that is causing my issue.  I am using my old Surface Pro 3 charger and am not experiencing the lock ups on the touchpad.  If you have an OEM charger for the Surface Pro 7 then they must have changed the vendor or went for some cheaper components that have inadvertently caused the issue. I am bought aftermarket so that maybe my issue.  I guess I will need to invest in a power supply directly from Microsoft.

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  5. Anonymous
    2021-01-29T23:05:52+00:00

    The first Surface I owned, I bought a replacement that was not Microsoft, the cursor started freezing right away, and I thought the same as you . The power port itself went bad on that one after two years and I bought another, newer model Surface. When the cat chewed the original Microsoft power supply, I went to a Microsoft Store and bought a Microsoft power supply which presumably would be exactly equivalent to what came with the Surface when I bought it. The Microsoft power supply I bought at the Microsoft Store had the same mouse freeze problem out of the box. So it has nothing to do with whether it's a Microsoft power supply, at least for my Surfaces. It's almost like the Surface "gets used to" the original cable and any other cable is going to have the problem.

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