Surface Book 2 - Cursor freezes and mouse stops working randomly

Anonymous
2018-08-08T12:05:32+00:00

Hi there :)

I post this to know if some other people are getting this issue too with the Surface Book 2 (15" model here).

Since the last firmware / drivers update (August 2018 / link), my mouse (G502, connected via USB) randomly stops working after a few seconds / minutes. The cursor just freezes, and the mouse becomes unresponsive (while the mouse is still powered by the Surface). After a while, the cursor starts to move again as usual.

Depending on the battery mode, the random freezes are more or less frequent (more if I use max performance mode), as the mouse cursor movement has an influence on the clockspeed of the processor.

I tried my mouse on a Macbook Pro to see if it was hardware related or not, and it's not, the cursor didn't hang once while on macOS. So I guess it's software related (W10) since the last SB2 update ?

I also tried to switch between the two USB ports, same thing.

I tried to see if it wasn't related to a firmware update of my mouse via the Logitech suite, but no nothing has changed.

Any idea ?

Regards :)

Ps : Here is a link to the Reddit post I wrote (link)

EDIT :

Today I tried to uninstall the Logitech Gaming Software (used to customize the mouse), and until now it seems to fix the issue.

Actually, Logitech did an update of his software that I missed, so I installed it a few hours after I installed the Surface Book 2 firmware update.


Maybe the two are now incompatible ?
Surface | Surface Book | Install and update

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  1. Anonymous
    2019-01-25T07:49:07+00:00

    I have updated my surface book 2 with the latest updates but it has done little to sort this issue.

    I am very disappointed that microsoft hasn't come out with a fix, i wish i had stuck to Mac. Even while typing this reply my keyboard and mouse has frozen atleast 5 times!!!

    Updates including firmware mate? 

    I've not had a single problem since the last major update. I've also done a full rebuild since and even after rebuilding and updating it worked. I wish I could help more, it used to **** me off too! 

    Hi Scottyad- Can you tell me how you went about the full rebuild. i think that might be the solution to my problem, i have given up hope with the software updates

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  2. Anonymous
    2019-01-22T01:56:12+00:00

    This works for me. But id still like to be able to have max performance with a usb mouse and power. Please fix Microsoft!

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  3. Anonymous
    2019-01-21T20:52:06+00:00

    Yes dropping the poling rate works but I didnt spend thousand dollars on a laptop to have to  impair my mouse experience to be able to do what any other device does, nor I spent over a hundred dollars on a mouse to have it work like a cheap discount store one.

    This totally unacceptable and Microsoft should provide a fix imediatly.

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  4. Anonymous
    2019-01-21T19:56:59+00:00

    My mouse freezing problems were MADDENING.  I updated the Surface Dock firmware today and they seem to have gone away completely ^_^

    I perhaps spoke too soon.  As soon as the problems went away, they came back.  For anyone that is still experiencing this problem, I hope this information helps as I WAS ABLE to fully solve it:

    WHAT WORKED FOR ME:

    • Changing my monitor connection from Mini-display-port-to-HDMI to USB-C-to-HDMI (Microsoft's adapter) and ensuring an HDMI 2.2 cable
    • Upgrading my mouse from a 2013 Razer Deathadder to a Razer Mamba Elite.  This worked as is but I also changed the polling rate down to 500 just in case

    WHAT DID NOT WORK OR ONLY WORKED TEMPORARILY:

    • Taking the mouse and computer to the Microsoft store.  The problems never seemed to crop up there (wtf)
    • Updating surface firmware
    • Updating dock firmware
    • Updating drivers and trying different drivers for graphics card, mice, keyboards, everything
    • Modifying various USB settings
    • Changing battery settings

    Good luck to the rest of you.

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  5. Anonymous
    2019-01-12T13:38:55+00:00

    This doesnt help with the trackpad freezing up issue, that happens once every 5 minutes. I dont use an external mouse, just the native trackpad.

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