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
    2021-02-14T12:56:49+00:00

    I have exactly the same problem and it is so very frustrating my Microsoft surface pro was purchased in June 18 and of course the two year warranty expired in 1920.  I am furious.  I am partially sighted, a lady of a certain age and this was a life saver when first purchased.  I am still actively retired with many local responsibilities and this, especially with lockdown and so much Teams, etc., is really embarrassing.  I would find it difficult recommending the sort of money I spent on this to product to anyone else.   Please give me some easily understandable tips,  I have removed, reinstalled, run virus checks etc., all to no avail.  Works for about 20 minutes if lucky.  In desperation.   Hey present USB service not recognised popped up again. At least my touchpad is still working, it will not for long .  

    Diane M.

    Kent

    Engand

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  2. Anonymous
    2021-02-14T14:47:08+00:00

    This is what fixed it for me:

    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")

    I had the same problems as everyone else... only an issue when plugged in and using trackpad.

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  3. Anonymous
    2021-02-14T16:31:11+00:00

    I did this once before a month or so ago and it seemed to have resolved the problem ... but only for a short while. Then it returned with a vengeance.

    I just checked the setting again in Intel GCC and the settings had flipped back to On. I assume some Win 10 update did that. Regardless, I just turned off again. I'll see how it goes and if it returns, I'll check those settings again. If it's flipped On again I'll flip it Off and if the problem is resolved again, then I'll know to manually flip it Off every time the problem returns.

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  4. Anonymous
    2021-02-14T16:55:54+00:00

    I have checked mine is off. Even if doing this repeatedly solved the problem did we really pay so much for all these issues. I am working with an external keyboard and mouse whilst Microsoft 'escalates' the problem to someone who's as disinterested as the last.

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  5. Anonymous
    2021-02-19T18:40:39+00:00

    I just picked up a new Surface Pro 7 and am have the same problem. I did my research and this unit received lots of high ratings, but this FLAW is a killer for my productivity. Without an easy fix, I am returning the unit a taking my current and future business elsewhere. I just started a new business and every minute of my time is precious. This is like have a car that the power steering goes out on intermittently. No big deal, right? WRONG. This product will crash if this problem is not addressed. I have already wasted to much time on it. I hope you are listening Microsoft!!

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