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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

128 answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2021-02-21T19:16:09+00:00

    I'm sick and tired of calling support and reporting the same issue. I'll be replacing my computer under warranty, maybe then they will look into this issue

    I urge everyone who has this problem ask for a replacement, and keep replacing your computer every month till Microsoft addresses the problem or will get tired replacing the units

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2021-02-23T05:24:19+00:00

    Let me explain what I have discovered as I am encouraged by Microsoft to exchange my 4th faulty unit for another.

    When you send for an exchange you do not receive a new unit but rather a refurbished one. We pay for brand new devices but are given second hand in exchange. From what I can deduce, all the faulty devices are sent to a local warehouse in your country/region, in my case Johannesburg. These are not Microsoft warehouses but rather a distribution company. They are then repackaged into a white box and shipped out to the next poor victim. I doubt they are checked, otherwise why would they keep sending out faulty devices.

    I have managed to get Microsoft to supply a new unit but I am declining the offer and rather trying to get my retailer to give me a credit as it is now beyond a joke.

    I received my first unit at the beginning of December 2020 and have 72 emails relating to fault resolution. In almost every instance it is apparent that the consultant may not answer your questions but rather send the standard "try this. try that, exchange the unit" response.

    There are forums on Reddit, Quora, at least 3 on Microsoft's own site plus many more citing thousands of complaints about the Surface Pro Type cover issues alone, yet Microsoft has no knowledge of any issues. Mine seems to be the only faulty unit.

    I cannot believe that Bill Gates intended for his company to provide this arrogant level of services.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  3. Deleted

    This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

    Comments have been turned off. Learn more

  4. Anonymous
    2021-02-24T10:48:05+00:00

    This issue is also present when you booted the Surface into the UEFI BIOS and while navigating there!

    Therefore I think that it most probably has nothing to do with Windows, it's drivers or any Windows software because when you boot into the UEFI BIOS Windows is not involved.

    Another hint is that until the "Surface - Firmware - 9.102.140.0" update yesterday (23. of February 2021), the issue was just a small nuisance on my Surface Pro 7 but since then because of the unresponsiveness the touchpad is unusable while charging the Surface. Btw. The issue with my Surface however is also present while not charging just not as much as while charging. I bought the Surface directly from Microsoft just 3 month ago.

    I tried 3 different original "Microsoft Type Cover" and 2 different also original wall charger. On a Surface Pro 5 and a Surface Pro 6 I also own the issue is not present.

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  5. Anonymous
    2021-02-26T18:06:14+00:00

    Once I saw in the comments that removing the power supply fixed the problem, I figured it must be RF pulse is coming up the wire. My fix was to add three (it took three) RF suppression chokes snapped around the wire and that seems to solve the problem. So far!

    Was this answer helpful?

    4 people found this answer helpful.
    0 comments