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Surface 4 erratic pointer using touch pad

Anonymous
2019-01-25T00:00:31+00:00

Hi 

I'm having problems with my touchpad/cursor. Its been working for about a year but for the last few months a few hours into using the laptop every day the pointer goes crazy (but I don't turn it off when I leave it for the night) and flicks around the screen when I have my finger on the touchpad. It doesn't move if I don't touch it. The surface touch screen itself is fine. And the erraticness doesn't do its own clicking. I don't know what happens if I use a different cover but I know a USB mouse seems to work fine. 

I saw a similar post about this answered in Dec 2018 - but I followed the link to the Hotfix which apparently is no longer avaliable - it says just update. But I'm fully updated. I've also tried deleting the driver but that doesn't work either. 

I'd like to know if this is a problem with needing a new cover - and if that is true ... why? Or if this is a surface problem I should send in for repairs (I'm still on warranty). 

Thanks. 

E

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2019-01-25T04:48:28+00:00

    Hi EveQ =)") ,

    Thank you so much for bringing this matter to our attention. For us to further assist you, we would like to know more about this issue.

    1. When did this issue occur?
    2. Have you made any changes on your device (e.g. settings or updates) before this issue occur?
    3. Have you tried to connect another type cover on your Surface? or have you tried to connect your type cover to another Surface Pro 4?
    4. What troubleshooting steps you had already performed?

    Here are the few things we suggest you do:

    1. Check Settings. Go to Settings > Devices > Touchpad and select Reset. Check experience with the customer. If still not meeting expectations try adjusting settings, like Touchpad sensitivity.
    2. Install and run Surface Diagnostic Toolkit. This toolkit resolves the most common Surface issues. Please follow the on-screen instructions. Tip! Restart the device after performing this step.
    3. Reset your device. We have three options of reset: Fresh Start, Reset from within windows or USB recovery. ***Important!***Please review the on-screen instructions and back up all your personal files and data.

    Looking forward for your response and also, keep us posted of the outcome.

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  2. Anonymous
    2019-02-07T15:56:51+00:00

    I have exactly the same problem. Furthermore, Microsoft swapped out my Surface Pro 4 about 10-months ago because this was a known issue. My device has been fine up to about a few weeks ago and now exhibits exactly the same issue again.

    1 person found this answer helpful.
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  3. Anonymous
    2019-01-27T22:43:01+00:00

    Hi there. 

    1. A few months ago possibly 3 or 4 months? 
    2. Nope. Don't think so. 
    3. No I don't have another one. 
    4. Well I tried to google it and it appeared on another thread, as I said, that someone seemed to be having a similar problem. So I tried the link which no longer led to anything. I tried updating but I was already updated and I tried deleting the thingy off "device managers" - but this didn't really work. The line would disappear but I'd still be able to use the keyboard/touchpad..... 

    As for the suggestions 

      • I don't see how this is going to help. Because this problem only comes about after several hours of me using it. 
    2. I did. It caught the brightness problem I've been having. Which actually has been occuring for longer than this pointer problem. So the brightness seems to flicker all over the place below about 50% brightness. Fortunately I tend to use it at ~75%. And actually on diagnosis it did that too..... But otherwise it didn't find a pointer issue. 
    3. This is really annoying that one of your "try this" scenarios is to wipe the laptop. It's a real annoyance. I'd rather not do this unless it is both the last resort and a solution that will actually work thanks. 

    Do I just need a new type cover? Does the warranty cover the type cover? Is 18 months an expected lifespan for these covers? 

    Eve

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