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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.
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.
Are they replacing just the device or all the components such as the charger? My experience was the the charger was my issue as it was a high output 3rd party charger (trying to save money ;)) which turned out to be my issue. the Buy Microsoft Surface 65W Power Supply - Microsoft Store solved my issue for the last couple of months with no issues. Just thought I would ask. Good Luck!
I just wanted to bring up that I have only had success with correcting this issue by purchasing a 65W charger directly from Microsoft. Buy Microsoft Surface 65W Power Supply - Microsoft Store
I had a third party charger that did work for some time before this issue appeared so I much like yourself tried several different remedies only to still have the some issue. I believe someone had brought it up before but I do believe it to be something with the power regulation into the Surface causing this issue. It is aggravating that this issue seems to be so finicky once it appears. For me the solution was an $89 power supply but that may not fix what is present on you device.
It is really frustrating, my SP^ never stuck in this kind of issue before.
My type cover was broken (partially, it works if I don't flip it to the tablet mode) that I bought a used one from Ebay (I just can't afford a new one since I'm a student), even the original charger got faulty without a reason, so I bought a new charger (not original , it is a GaN charger with a type-c to surface-connect cable). Well, this problem never came out before last update (there's no records left cuz I reset the device), but it is something like ".NET" and this cursor freezing issue had come out since then, I believe.
I looked up the communities and tried if the trackpad works smoothly on battery power but unfortunately the cursor wasn't moving for less than a minute. I also tried my broken type cover when it worked but the issue still lasted. Also, I tried the Intel Graphics setting Matt has given but it didn't worked either. It seems like there's nothing to do with the charger according to the previous comments......
My device was bought in Canada but I'm in Taiwan that I can't receive any kinds of exchanging or repairing service but only by spending 16,000 NT$ (565 US$) to receive a USED, CERTIFIED device only....
Really disappointed on Microsoft's products and I guess I will never buy it's products again unless the problem is solved.
This is so bad and ridiculous, I am seriously considering selling the device and never buying a microsoft computer again. It's unacceptable that a cursor would freeze during use.
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