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
    2018-06-09T21:55:29+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.

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  2. 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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  3. 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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  4. Anonymous
    2018-06-25T14:01:03+00:00

    Hi,

    I have now had the Surface, type cover, and charger all replaced.  New version of Windows, all updates installed, all drivers up to date, ran the SDT, checked the mouse settings, cleaned the type cover connectors, etc etc etc.

    Yet STILL when I am plugged in the cursor freezes when using the touch pad.  

    Very frustrating.  I'm starting to think there is a fundamental defect with the Surface.  

    Mark

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  5. 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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