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

    Hi, none of these solutions worked.

    Anything else?

    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
    2018-06-04T15:00:24+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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  5. 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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