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
    2019-10-06T02:21:16+00:00

    For graphics card issues on 1903 update:

    https://www.reddit.com/r/Surface/comments/d5fboz/surface_book_2_gpu_disabling/

    For mouse issues (and a lot more turns out!)

    https://www.reddit.com/r/Surface/comments/aujg3d/fix_naughty_usbintroducing_a_ridiculous_usb_bug/

    If you apply both fixes your surface book 2 will run like a dream.

    Andrew

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  2. Anonymous
    2019-05-04T02:00:20+00:00

    Brand new purchased Surface Book 15 Inch, confirming that this is still an issue. 

    Was working fine. Then firmware update occurred and the issue is persistent as described in this post (and many more)

    Cannot roll back firmware, MICROSOFT YOU NEED TO FIX THIS IMMEDIATELY

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  3. Anonymous
    2019-02-25T17:08:04+00:00

    I found a true solution and I wrote it here: 

    https://www.reddit.com/r/Surface/comments/aujg3d/fix\_naughty\_usbintroducing\_a\_ridiculous\_usb\_bug/

    Fixing is super simple by 3 steps:

    1. Open Powershell with Administrator privileges
    2. powercfg -SETDCVALUEINDEX SCHEME_BALANCED SUB_PROCESSOR PROCFREQMAX 4000

    3. powercfg -SETACVALUEINDEX SCHEME_BALANCED SUB_PROCESSOR PROCFREQMAX 4000

    now enjoy your lag free mouse experience. the number 4000 is a very cautious choice, you may turn it up to a value like 4100 or even 4200 if you like. But 4000 won't be causing any problem, and 4200 might be unstable. So change it on your own behalf! The larger the number is, the better the frequency can be (no more than 4.2GHz, that's the hard limit of the CPU). But as you put in a larger number you might encounter the problem of stuttering again. So find your own number. Mine worked fine at 4000 and 4100. Actually you won't loss anything for setting 4000 in a realistic way though..

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  4. Anonymous
    2018-08-09T09:29:55+00:00

    Hi,

    No it doesn't fix the issue. Actually, setting it to max perf is worse for me :/ 

    I just sent an email to Logitech to see if they can replicate the issue.

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  5. Anonymous
    2018-08-09T09:15:43+00:00

    Hi, 

    I already performed a forced shutdown and ran a diagnostic via the Surface Toolkit. It didn’t solve the problem.

    But -

    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 ?

    Is there a way for you to report the issue to Logitech to fix the issue ? Or to check with the W10 team to see why this happens ?

    Logitech Gaming Software info : 

    • Software Version: 9.00.42
    • Post Date: May 10, 2018

    Regards.

    EDIT : 

    It's happening again :( Even without any Logitech software installed.

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