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
    2020-03-31T20:30:42+00:00

    I don't understand what you mean. I am on my second faulty SP7 after the first faulty one was replaced by MS. I guess you are referring to what today's chat agent told me?

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  2. Anonymous
    2020-03-31T20:38:01+00:00

    Yes. Sorry I wasn't clear on that. I just don't understand how MS can say this problem has never been reported.

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  3. Anonymous
    2020-04-01T12:43:21+00:00

    In my case I have tried to turn on then off the backlight (F7), and when backlight is off, the freezing is gone.

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  4. Anonymous
    2020-04-17T18:22:47+00:00

    Adjusting the backlight makes no difference - nor does anything else I have found by searching on forums.

    I have had extensive chats with Microsoft agents. The last one was able to see the problem himself while we were connected via a logmein session. He suggested that the wall sockets in my home might be the source of the problem, perhaps overpowered - but we laid that excuse to rest by drawing the mains power from my battery-powered uninterruptible power supply - which will have been producing a very clean and regulated power. The cursor sticking problem remained. He also had a good look through all my software, drivers and power settings and could find nothing amiss.

    Just is case it might be my fingers, I have had my partner also try the Surface Pro - but the result is the same.

    I am returning this Surface Pro 7 and will test another, in case it is just that I have been supplied from a batch with a manufacturing fault. I have spoken with two friends who have Surface Pro 5s. They tell me they do not experience this problem. 

    At this point I have tried two different Surface Pro 7s, three different power chargers, and three different Signature Type Covers. All exhibit this very frustrating problem that the touchpad cursor sticks and freezes when the computer is running on mains powered.

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  5. Anonymous
    2020-04-17T18:40:15+00:00

    Before you return it, are you willing to try something out?

    Remove all traces of office 365 from your computer using the tool in the link bellow. I was only able to remove it completely using the tool provided by MS in OPTION 2 bellow and then test the surface: https://support.office.com/en-us/article/uninstall-office-from-a-pc-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8

    Thanks,

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