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
    2022-04-01T14:48:58+00:00

    There are now 9 pages of reports and having read them all, it doesn't seem there is a single answer to solve the problem. I've tried them all. Three different chargers, flipping the connector, and using the Intel control app to change the settings - still have the same problem. What is odd for my specific situation is it only happens at my home, no where else. I have a cabin and go there often, not problems. No problems at my office. No problems in hotel rooms. So what the heck is it. I don't know nor really care anymore. I just disconnect the charger when I want to use my Surface at home, then reconnect it to charge when done.

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  2. Anonymous
    2021-12-05T00:39:38+00:00

    it's a static interference thing. if you hold the metal on the back of the computer, it grounds it enough to work

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  3. Anonymous
    2021-10-12T17:58:38+00:00

    Wow, was just having this actual issue on a SP4 and read this post, I pulled the plug on the charger, and Wa-La, perfect mouse again... Yeah. They know its their issue. I doubt they will ever tell you that. They will always make you responsible to just keep buying more PC rather than help you fix the issue.

    Thanks for your post!

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  4. Anonymous
    2021-02-06T11:40:53+00:00

    I am on my 4th device from Microsoft in 2 months with Type Cover issues and their only solution is to exchange the device. Now I have to do it for the 5th time. I was such a Microsoft fan and so excited to get my new device. Surely by now they must realise they have a problem. Windows forums, Microsoft, own forums, Reddit and Quora are all jammed up with similar complaints. Lucky to be be so big and wealthy that you can ignore your problems. Fortunately, the law in South Africa allows me to return my device for a refund from my retailer.

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  5. Anonymous
    2020-10-09T16:01:05+00:00

    It only worked briefly. After an hour my touchpad froze again

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