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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.
Oh, how excited I was to try this! It worked!! For 30 minutes!!!
Dang, back to the search for solution.
I will say the mouse seems better though. But it still freezes.
As and FYI, the easiest way I've found to reset it is to close the cover for a second, open, and press the on button.
My Surface Pro 7 has the same problem, to a "T". These post describing the problem look like they were written by me! I have definitely traced the problem down to the power supply. As I swirl the mouse pointer around on the screen, it will eventually halt. If I keep my finger on the touchpad and reach over and disconnect the magnetic power plug, then like magic the mouse pad begins to work as soon as the plug is removed. I can operate on battery trouble free. I am in the process of evaluating the power supply problem. I have 3 different ones and one of the three is noticeably much worse. It is a compatible PD charger with the USB-C to magnetic plug. My USB-C charger, also a PD charger, is 65 watt and came with my phone. It uses a USB-C to USB-C cable. This one is pretty trouble free. This charger came with my chinese brand cell phone made by "OnePlus". I operate a test and quality control lab for a small electronics company, so I am going to do EMI, RFI and ripple measurements on a variety of power supplies to isolate the cause. For now I would recommend using the Microsoft charger. If that fails, which others say is likely, then try a high quality USB-C PD charger (PD = power delivery) and a USB-C to USB-C cable that support thunderbolt. Thunderbolt cable are likely higher quality and have better shielding to support the high data rates. Now we are only worried about power, not data, but the shielding is a benefit for both. As a matter of good practice, also keep your cell phone a few feet from your keyboard. I will report back on my lab test results later.
UPDATE: I have a replacement charge cable, USB-C to Surface Pro magnetic power connector and also a USB-C to USB-C cable. I can use either cable with a good power supply, no problem. So it seem either input method is ok, just a problem with the power supply I plug it into. My "OnePlus" cell phone charger works fine as a power source. I just bought an Amazon Basics dual USB-c 65 watt PD charger, lets see how this one works.
I have been using this Amazon Basics charger for a few days with a USB-C to USB-C cable, no problems!
Does the issue persist if charging with:
or
Thanks
This is definitely a problem with the charger itself (in what capacity I do not know), and it's not a driver issue.
I say that because, for almost two years after buying the machine, I suffered through the mouse hangs using the touch pad while charging. When my charger finally went bad, I ordered a replacement (not Microsoft) and I have not had a single instance of a mouse hang using the touch pad when on the charger. Can't explain it, but am grateful I got lucky with this 3rd party charger not causing the problem.
My issue began when I bought one of the new chargers. If I go back to my old charger it works fine.
