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
    2021-01-29T23:49:55+00:00

    Thanks for the response.  I have decided to buy a new 65W Surface Charger from the Microsoft Store that should arrive next week.  I did have difficulty finding the 65W as it appears that they are pushing the 127W instead.  The 127W states that the charger is compatible with all Surface Pro's down to 3 but not sure that makes me feel confident that it will not cause the same issue due to being almost double the power of the original equipment.  I will let you know if the new 65W charger from Microsoft works just incase this is something of interest.  The Surface Pro 3 charger is still not causing the freezing issue so I still have a good back up plan if the new one causes has the same issue.  

    Updated: 2/2

    Received that new 65W charger from Microsoft and have been using it for a couple of hours now with no issue.  I am hoping this fixed my issue that I was experiencing from the aftermarket charger.  I hope this somehow helps you.

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  2. Anonymous
    2021-02-03T19:34:50+00:00

    I just bought a surface 7 with the Microsoft mouse.  I am having the same problem.

    The mouse freezes and takes 20-30 seconds or more before unfreezes. This has happened 5 times in the last 5 minutes.

    Very frustrating.

    Doug Jones

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  3. Anonymous
    2021-02-06T11:40:53+00:00

    I am on my 4th device from Microsoft in 2 months with Type Cover issues and their only solution is to exchange the device. Now I have to do it for the 5th time. I was such a Microsoft fan and so excited to get my new device. Surely by now they must realise they have a problem. Windows forums, Microsoft, own forums, Reddit and Quora are all jammed up with similar complaints. Lucky to be be so big and wealthy that you can ignore your problems. Fortunately, the law in South Africa allows me to return my device for a refund from my retailer.

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  4. Anonymous
    2021-02-06T12:17:22+00:00

    I'm so disillusioned now, I ... hold on, my cursor has frozen again ... I'm so disillusioned now, I will NEVER buy another Surface and I hate it. I love the Surface otherwise, but the cursor freezing when using the trackpad when power is plugged in is so annoying, I want to throw it out the Windows. Pun intended.

    I have tried EVERTHING to no avail. I have zero confidence that any new Surface and/or power supply will fix the problem. I can't understand for the life of me why Microsoft won't or can't address the issue. If they think that being big bad Microsoft means they'll go on selling the Surface and people will go on buying it, they are sorely mistaken. I hope so anyway. People should be warned before plunking down $1000+ to begin the journey of frustration that all of us have lived. It should be violation of law for Microsoft to go on selling the Surface without a big red sticker with a circle with a slash through it, warning people of this problem with the caption "WARNING: Severe trackpad freeze problems. Buy at your own risk."

    I don't know what else to say but, "Shame of Microsoft".

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  5. Anonymous
    2021-02-08T11:58:23+00:00

    This is a forum for Microsoft users on the domain microsoft.com.

    Why does no one from Microsoft bother to reply here?

    Don't we mather? I have 10 Surfaces, all with the same anoing problem. We are planning to buy another 200 but if this problem is not addressed soon we have to review this.

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