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: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2021-08-10T13:18:49+00:00

    This problem started for me yesterday on an SP5. I've had SP3, SP4, SP5, and SP6 for 7 years, and not had the problem until yesterday.

    What changed?

    I bought a new (3rd party) power adapter.

    Unplug it and the problem goes away.

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  2. Anonymous
    2021-07-19T14:26:47+00:00

    Microsoft has never replied to this issue. I reported this a year ago, they don't seem to care.

    @Microsoft shame on you!!! Have the decensy to reply please.

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  3. Anonymous
    2021-05-16T12:02:19+00:00

    Update: It's mid-May and still have had zero freezes using the power cable I bought on Amazon - see my previous post.

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  4. Anonymous
    2021-02-08T11:58:23+00:00

    This is a forum for Microsoft users on the domain microsoft.com.

    Why does no one from Microsoft bother to reply here?

    Don't we mather? I have 10 Surfaces, all with the same anoing problem. We are planning to buy another 200 but if this problem is not addressed soon we have to review this.

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  5. Anonymous
    2021-02-03T19:34:50+00:00

    I just bought a surface 7 with the Microsoft mouse.  I am having the same problem.

    The mouse freezes and takes 20-30 seconds or more before unfreezes. This has happened 5 times in the last 5 minutes.

    Very frustrating.

    Doug Jones

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments