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

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  1. Anonymous
    2021-01-18T21:49:03+00:00

    Hi @Matt Snead,

    Thanks for your reply. I installed the Intel Graphics Command Center from the Microsoft Store and the option you mentioned in your post doesn't even show up (actually the "Power" tab under "System" is missing altogether). Another dead end...

    I thought perhaps this option only appears in more recent models, but then I searched through Intel's support and it lists my iGPU (Iris Plus 640) as supposedly supporting this option. This Intel support page (https://www.intel.com/content/www/us/en/support/articles/000057194/graphics.html) has a note saying "Panel self refresh is available only for embedded DisplayPort 1.3 (eDP 1.3)." The fact is that I don't see the Panel Self Refresh option or even the Power tab. Any suggestions?

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  2. Anonymous
    2018-06-04T15:00:24+00:00

    Hi, 

    Thanks for the response.  This has been the most sensible piece of advice I've received from Microsoft since I started experiencing the issue.

    I just had the issue with the touchpad freezing and shut down the Surface and rebooted into the UEFI. When I did so, the cursor would not appear at all.  In order for it to appear, I had to remove the type cover and put it back on.  Then the touch pad acted normally.   Rebooting normally afterwards, I would still have the issue with the cursor freezing while in Windows 10.

    I'm not sure if this helps narrow down the issue.  This is a brand new type cover, by the way.  I only just had it replaced, and had the issue before replacing it and now after.   

    Any further advice very welcome.

    Thanks

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  3. Anonymous
    2018-06-03T00:39:26+00:00

    Hi Mark,

    I see that you have performed several steps to check if this is software related. I recommend that you boot into the Surface UEFI and observe if the cursor will exhibit the same behavior when the Surface is charging. Go here for your reference in booting into the Surface UEFI. If the same problem occurs while in the Surface UEFI, it means that the hardware is responsible for the issue. If that's what you find, please reach out to Microsoft Support for further assistance. You can also take your Surface to a Microsoft Store so the hardware issue can be addressed.

    Give me an update so I can continue looking into this.

    Regards.

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  4. Anonymous
    2018-06-02T13:04:07+00:00

    Hi, none of these solutions worked.

    Anything else?

    Thanks

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  5. Anonymous
    2018-05-24T13:13:55+00:00

    You may check the steps found on this article on how to solve touchpad problems in Windows 10.

    Update us with the outcome.

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