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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.
In the version of GCC that I found in the store, there is no option to disable self-refresh when plugged in.
However, I have found that the orientation of the Surface connector may matter. If the cable exit is facing up, I get the problem immediately. If it is facing down, it seems less prevalent.
Clearly as others have said this is an RF issue. I do not experience it on my Pro X or Go, but have seen it on multiple Surface Pros.
It seems to work for some. It seemed at first it worked for me, but then the cursor hesitation started up again. I went back and checked the settings in Graphic Command Center to make sure they hadn't changed and they hadn't. My problem was resolved when I bought a 3rd party charger. I had bought other 3rd party chargers that made no difference. It's an illusive issue.
Incredibly, after years of putting up with the problem, I no longer have the problem. I tried every suggestion on this board to no avail.
About 2 years ago, I thought my charger had gone bad so I bought another on Amazon. By the time I received it, I found that a small piece of something had gotten into the Surface charging port. I used a toothpick to get it out. Then I tried the charger I thought had gone bad and it still worked. But, I still had the cursor freezing problem and the problem continued on until a five days ago.
At that time, I stepped on the charging cable piece that goes in the charging port and broke it. I still had the other charger I bought on Amazon two years ago - unopened in the box. So I threw the one away I'd broken and used the new one I'd had for two years but never used.
I've not had a single instance of a cursor freeze in five days - today is beginning of day six with no freezes. I've never never gone more than a half hour or so without a freeze. I'm hopeful.
Here's the Amazon link to that cable that isn't causing the freeze:
https://www.amazon.com/gp/product/B078YCJ87W/ref=ppx\_yo\_dt\_b\_search\_asin\_title?ie=UTF8&psc=1
*** I can't guarantee anything. I might get the freeze again today. I hope of course it's gone for good. If you buy it and it doesn't work for you, return it. But please don't blame me!
*** I am interested in, if you try this cable, whether it works for you.
Amazon package came today. I put 7 suppressors (look just like yours). I was very excited to see it work for me .. but I was let down. It behaves no better. The $8.99 was worth a shot. Maybe I can return them to Amazon.
Back to the drawing board. I've been monitoring this issue for years and so far, no resolution from anyone on the board but most troubling - NO RESOLUTION FROM MICROSOFT and no comments from Microsoft because MICROSOFT DOESN'T CARE.
This issue is also present when you booted the Surface into the UEFI BIOS and while navigating there!
Therefore I think that it most probably has nothing to do with Windows, it's drivers or any Windows software because when you boot into the UEFI BIOS Windows is not involved.
Another hint is that until the "Surface - Firmware - 9.102.140.0" update yesterday (23. of February 2021), the issue was just a small nuisance on my Surface Pro 7 but since then because of the unresponsiveness the touchpad is unusable while charging the Surface. Btw. The issue with my Surface however is also present while not charging just not as much as while charging. I bought the Surface directly from Microsoft just 3 month ago.
I tried 3 different original "Microsoft Type Cover" and 2 different also original wall charger. On a Surface Pro 5 and a Surface Pro 6 I also own the issue is not present.
