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
    2022-08-31T11:53:49+00:00

    I have a Surface with a US power adapter, and I've noticed this same problem, but only when I'm overseas. Overseas I use a power adapter or surge protector in between the Surface power adapter and the wall. I do not have this problem when my Surface is plugged directly into a US wall power source. I only seem to have this issue when plugging it into something between the wall and the Surface power adapter. This leads me to believe my problem has to do with the devices in between causing the issue. Eliminating them by bypassing them or unplugging them seems to fix it.

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  3. Anonymous
    2022-07-26T19:37:51+00:00

    Although, full disclosure, a few hours later and the freezing seems to be happening again after unsetting the panel refresh option. Maybe a little less often (?)...

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  4. Anonymous
    2022-07-26T17:26:04+00:00

    Yes, I tried reinstalling drivers and even a new type cover but the only thing that has worked so far is turning off the Panel Self Refresh using the Intel Graphics Command Center app. Thank you for that post!

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  5. Anonymous
    2022-07-20T04:09:17+00:00

    I found that if I wound the power cable up and placed the power block near the computer it works fine. Using Microsoft Model 1706 power supply with 15V 4A 60W. If it does play up again touching the back of the screen works. I suspect there is some sort of earth leakage issue.

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