Surface Pro 2017 touchpad mouse freezing

I have not managed to make my cursor unfreeze by touching the back of the tablet. The only thing that works for me it to briefly detach and then reattach the mains power cable.

I had a new Surface Pro 7 8GB 128GB on 27/03/20 and it arrived with this issue out of the box. Trackpad cursor freezes after a 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 and 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.

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/. He said they have nothing about this problem in their database.

He wrote, "... we've never had a case similar to this one. I wish that any customer that has this issue to present themselves so that we can have plenty of cases to escalate for this"

I've tried every 'fix' this forum has come up with and the fault still exists. There are 2 things I have learned though: 1. If you 'earth' the back of the tablet by holding a finger against it the freezing stops. 2. The freezing doesn't happen if you use either an MS mouse or touching the screen. 

This doesn't help fix the problem but does provide work arounds.

Regards

Roger

I had a new Surface Pro 7 8GB 128GB on 27/03/20 and it arrived with this issue out of the box. Trackpad cursor freezes after a 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 and 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.

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/. He said they have nothing about this problem in their database.

He wrote, "... we've never had a case similar to this one. I wish that any customer that has this issue to present themselves so that we can have plenty of cases to escalate for this"

My issue was resolved by installing windows from a clean USB thumb drive and then removing office 365 with the office 365 removal tool from microsoft. Till now, knock on wood, the problem has not come back.

I had the same problem. It was terrible - super frustrated. I then contacted MS's support hoping for a refund. They actually updated to the latest Win version (which didn't help) and then went to the device manager and removed all keyboard and a few of the "cover" related drivers. Then restarted and the issue (that has been there for months) has been fixed. Great experience, thanks!