Surface Pro 2017 touchpad mouse freezing

Anonymous

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

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186 answers

Anonymous

2018-06-25T16:40:15+00:00

No, not at will. It happens somewhat randomly, but the likelihood of it happening increases towards the end of the day...
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Anonymous

2018-06-25T14:40:45+00:00

Interesting mine didn't do this last time I plugged it in!!

Can you reproduce it at will Mark?
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Anonymous

2018-06-10T05:58:07+00:00

I just purchased a new Surface pro and have the same issues with freezing mouse, using touchpad on power. Its fine if you unplug it from the power. Everything is update to date, all the drivers are good, and I ran the diagnostics tool and there are no issues.

Hi GatorGal1,

We would just like to clarify if the diagnostics you ran were the Surface Diagnostic Toolkit (SDT). If it is, and it has not given any results or says that there is nothing wrong, may we suggest you try to check the settings by simply following these steps:

Go to Settings > Devices > Mouse & touchpad

Try to configure and check the settings and adjust it to see if the issue would be resolved.

If the diagnostics you ran was not SDT, then we suggest you run SDT to check. To find out more, simply click this link.

Now if after you have adjusted the settings, and the issue still persists, then we would recommend doing a fresh start by following these steps:

1.Go to Start, and search for Windows Defender.

2.In Windows Defender, go to Device Performance & Health. Under Fresh Start, select Additional Info > Get Started

Keep us updated with the results.
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Anonymous

2018-06-10T02:55:10+00:00

Hi - The instruction to try with an external mouse seemed to clarify things. If you don't have an external mouse, there's a free app called remoteMouse that turns your phone into a track pad. When I had the issue of the cursor freezing with the type cover trackpad, the external mouse worked fine -- i.e. no freezing. Because of this, Microsoft thinks it's a hardware issue and is now replacing my Surface and charger. They had already replaced the type cover, but that didn't solve the issue. I'll see what happens. Good luck to you.
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Anonymous

2018-06-05T00:31:22+00:00
Hello Mark,

Have you tried to connect an external mouse and check if the issue occurs?
- If the issue occurs while using an external mouse, then you might need to reset your device using the recovery image.
- If the issue does not occur, then this is a possible hardware issue.
You may try cleaning the connectors on both your Surface and type cover.
1. Unplug your Surface and detach the Cover.
2. Wet a cotton swab with rubbing alcohol. (Use 95% or stronger isopropyl alcohol if possible.) Rub the cotton swab back and forth over the six circular magnets on the Type Cover's connector. After you're done, make sure the pins are dry and that no cotton fibers remain on the connector. Then clean the connector on your Surface.
3. Reattach the Cover, making sure that all the magnets touch the bottom edge of your Surface.
Also, you can visit a Microsoft Store near you and try another type cover. This will let you further isolate the issue.

Let us know if you need further assistance.
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