Surface 9 Touchpad Driver Issue? Mouse moving on its own and other issues

Question

I have an issue that is relatively new to this Surface 9 - it started this week. The mouse pointer is moving on its own strongly in one direction, and the keyboard (that came with the Surface 9) is losing connection with the surface, I have to disconnect the keyboard physically from the Surface and get it connected back to get it to communicate again, and it is making random beeping noises as if you are over pressing on the keyboard (which it is not that case).

All of this is very strange. Here is what I have done and nothing has worked:

#1 - (my biggest concern) - I found the "Touchpad" driver under Device Manager and "Uninstalled it" - per the MSFT directions, this should have been reinstalled on reboot but it was not. The MSFT suggested fix did not work, and now there is no driver for the touchpad and the situation appears worse.

#2 - I think did system updates (5 times now) nothing automatic from MSFT has fixed this and I have rebooted several times and yet nothing changed to fix the issue and the above "Touchpad Driver" is not being found and installed by MSFT.

#3 - Manually found the collective drivers (all of them) that MSFT suggested was for my Surface and did a full install. No change to the issue.

Has anyone else experienced this and had a resolution to fix it?

Could this be a hardware issue and I just need to order a new Keyboard with a Touchpad?

Here is the system specifics:

Surface model: Surface Pro 9 Model 2038 i7

Thanks,

L.G.

Answer 1

Hello Lawrence Guillory,

Welcome to Microsoft Community.

From your description of the problem, it appears that you have contacted Microsoft support through other channels?

After fully reading everything you've posted here, allow me to give some of my thoughts.

If you notice that the mouse pointer automatically moves in a certain direction when you are not doing anything, you need to first identify what is causing the problem:

1. The touchpad of the keyboard is faulty.
2. The touch screen of the Surface Pro 9 is subject to interference, such as electromagnetic interference or heat interference.
3. Impact of third-party software.

If you currently find that the keyboard is not recognized by your Surface, remove the keyboard first, and then check to see if the mouse pointer automatically moves. If you notice that the mouse pointer is completely controlled by you, then this means that the problem is from the keyboard, but if you notice that the mouse cursor is moving automatically again, this means that although your keyboard is faulty, the problem is not caused by the keyboard.

Therefore, continue the troubleshooting process and try to determine whether the problem is from third-party software or whether the touch screen is being interfered with. I recommend trying a clean boot which starts Windows with a minimal set of drivers and startup programs. It can be used to determine whether a background service or program is interfering or causing a problem. 

These steps of "clean boot" might look complicated at first glance. However, to avoid any trouble for you, please follow them in order and step-by-step.

After Clean Boot is executed, the device does not load any third-party startup items during startup. In this case, check whether the mouse moves automatically.

If the problem persists, it's probably coming from the screen. Make sure there is no potential electromagnetic interference around your Surface Pro 9, and if there is a heat source, put it in a different location if necessary, and keep it ventilated.

However, we can't directly disable the touch function of the touchscreen at this time because you can't use the keyboard at this time, so I think the most authentic way is to send your Surface along with the keyboard to the Surface technical support team for a complete inspection.

I can direct you to Surface Live support, who can help you create a service order:

1. Use your personal Microsoft account (not your organization account) to access the following links:

Contact - Microsoft Support

2. Type Surface, press Enter, and click "Contact Support" at the bottom:

3. Select Technical Support and select the device model you are currently using in Produce family, then click Confirm:

4. You will see contact options for Chat support and Phone support, please contact them during business hours:

I wish you all the best.

Best Regards,

Mitchell | Microsoft Community Support Specialist