Surface Pro 2017 touchpad mouse freezing

Anonymous
2018-03-21T17:17:58+00:00

I've got a new Surface Pro 2017 and today the mouse pointer being driven by the touchpad has started freezing for 1-2 seconds.

All the latest updates are installed.

I've removed the mouse from device manager and then ran Scan for new Hardware.

I've removed and re-installed the lastest Surface firmware package.

But it still does it, however it only seems to happen when the device is on power. It works fine on battery.

Any ideas?

Regards,

Greg

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 No comments

186 answers

Sort by: Most helpful
  1. Anonymous
    2019-10-08T14:22:01+00:00

    I have the same problem with a new Surface Pro 6 12.3-Inch Tablet - (Silver) (Intel Core i5, 8 GB RAM, 128 GB SSD, Intel UHD Graphics 620 with Signature Type Cover - Platinum. As an IT expert I have read, applied and tested all the suggestions in this thread with only two definite conclusions. I have an earlier Surface Pro 2 and standard cover keyboard. If I move the signature cover to the old Surface the issue moves with it. The issue does not occur when using the old type cover keyboard with the Pro 6. The problem is worse when charging (not just running off the power supply). Applying ferrite chohes and changing chargers (I have 3, all genuine) or docks stations (I have three, old and latest) makes no difference. The issue is primarily loss of focus from the mouse pointer when moving a finger around the touchpad - the mouse icon freezes and the finger has to be lifted and reapplied to get the pointer engaged again. The sensitivity of the touchpad can be so variable as to be unusable when the issue is at its worst.

    I conclude that it is an issue with the signature cover itself and will ask for a replacement.

    Was this answer helpful?

    0 comments No comments
  2. Anonymous
    2019-08-07T07:39:12+00:00

    Many thanks for sharing your experience with Surface Pro 6.

    I have tried 3 re-installs but the problem still occurs,

    On Friday, I will be  returning it to the store from where it was purchased. They will return it to Microsoft.

    My question to them was how will MS replicate the problem ? I can't imagine for a moment that a MS technician will be spending a couple of hours playing with my machine waiting for the cursor to freeze !. A simple diagnostic check, which has been performed many times, will not identify the problem. What then ? Apparently, it will be returned three times for repair before they decide the next course of action !!

    Supplying a Surface Pro 6 will not be the answer ( I have the previous version ) so I am determined to abandon the Surface Pro and switch to either a Google Chromebook or a Macbook. A pity, because the Surface Pro is fundamentally a great product which has been compromised by this persistent fault of the cursor freezing and By Microsoft refusing to acknowledge or fix it.

    Was this answer helpful?

    0 comments No comments
  3. Anonymous
    2019-08-07T06:52:34+00:00

    I am having the same issue. Have had my Pro 6 since last November, recently started noticing the problem with the cursor freezing, and only when I am using the type cover touchpad. I ran multiple diagnostics with Microsoft online and reinstalled Windows with no luck. Went to the Microsoft store today and got a replacement keyboard and a replacement Pro 6. Arrived home and discovered the problem is still happening with the replacement items. Of note, the employees at Microsoft could not replicate the problem, but thankfully I had a video of it happening The freezing happens to me whether I'm plugged in or on battery and I only use the charger that came with it. I was beginning to wonder if the problem was my finger tips, but thankfully I came across this forum with the exact same complaints.

    Was this answer helpful?

    0 comments No comments
  4. Anonymous
    2019-07-14T15:13:05+00:00

    Cool, I hope it works out. My issue was always amplified when connecting a mouse over bluetooth.

    Was this answer helpful?

    0 comments No comments
  5. Anonymous
    2019-07-14T15:01:01+00:00

    Thanks !

    So far I have not seen the issue since attaching the ferrite.  That said,  it was intermittent so only time will tell.

    Was this answer helpful?

    0 comments No comments