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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.
Is have the same issue, the cursor freezes continually while using the mouse pad when i attach the docking station which i want to use to attach 2 external displays.
After detaching the docking station all works fine.
I spend a lot of money on this configuration (for 200 users) so i'd appreciate is when microsoft comes with a solution a.s.a.p.
Thank you
Have the same issue with SP 1796. My previous AC adapter stop working by unknown reason. I have bought the new AC adapter and.... Have the same problem with the trackpad. I also have SP3 with working AC adapter and here it is my observations. When I connect new AC adapter to any SP (1796 or 3) both of them have the same issue (mouse pointer jumping randomly on the screen when try to work with trackpad, OR it is freezing). I return AC adapter and received a new one. The problem is the same on BOTH SPs. Using native AC adapter from SP3 does not initiate the issue on both SPs.
I understand that it is EMF problem, but the question is WHY with native SP3 adapter I do not expect the problem, but from new one it is.
I presume the problem is in latest 65W AC adapters.
Any Ideas how to solve the problem?
It only worked briefly. After an hour my touchpad froze again
None of the things that help a little, help enough. Cursor will always eventually freeze.
My last Surface Pro had the problem. I had hoped when I bought this new one, it wouldn't. But it did.
Can anyone suggest a good alternative Tablet PC that feels like a Surface Pro, but isn't? When it comes time to purchase another, I'm looking elsewhere. And I hate to have to do that. But this has been an annoying and unaddressed problem for years and Microsoft either won't or can't fix it. Sad.
Hi RichardWeber1,
Thank you for reaching out Microsoft Community. We're sorry for the run around and for the inconvenience this has caused you.
Have you tried uninstalling/reinstalling the touchpad drivers in Device Manager? If the previous agents you spoke with didn't uninstall/reinstall the drivers, you can simply follow the steps below.
Open Device Manager
Expand Firmware
Right-click on Surface Touch and select "uninstall device". If there's a pop-up before uninstalling the driver, please leave the box unchecked, just proceed uninstalling it without ticking the box.
Expand Human Interface Devices
Look for I****ntel Precise Touch and HID-Compliant Touch, right-click and select "uninstall device". If there's a pop-up before uninstalling the driver, please leave the box unchecked, just proceed uninstalling it without ticking the box.
Then, restart the Surface to reinstall the drivers back. Once it restarted, then, re-run theSurface Diagnostic Toolkit.
Once done, you can also check this link https://support.microsoft.com/en-us/help/4027866/windows-fix-touchpad-problems-in-windows-10 and see if this helps.
If the suggested troubleshooting steps help, feel free to mark this post as an answer. Otherwise, don't hesitate to send a feedback to Microsoft using the Feedback Hub app to raise this concern to our software engineers and since this has been escalated to advance tech support, you can also wait for the callback for further assistance.
Kind Regards,
Crest_Z
I'll add something else interesting ...
Most applications I'm operating in with my cursor suffers the problem. However, there is at least one application that I've *never* had the cursor hestitate, much less freeze up.
As much as I hate to admit it, the application is Candy Crush (been addicted for years) ... cursor never hesitates, never freezes. I wonder why?
Maybe the answer has to do with traditional Windows objects. I do not know what the technology behind Candy Crush is, but I suspect not traditional Windows objects.
I have noticed that in many applications, the wildest jump a cursor will make is, as I approach an object on the screen with the cursor, as soon as it touches the object, it jumps, sometimes halfway across the screen. Not every time, but sometimes worse than others.
It seems the fewer objects in an app (such as Notepad) means less suceptible to the problem.
I don't really understand how this is the case, but it's happens often enough that I know it isn't just an anomaly. Windows apps (including browsers) always have the problem to some degree.
Has anyone else seen what I describe?
