Surface Book 2 - Cursor freezes and mouse stops working randomly

Hello all,

I had the exact same issue with the screen freezing on a Surface Book 2. I'm not sure if my solution will work for all of you, so first let me ask you a question. Did you do a remote screen sharing session with anyone prior to the freezing occurring? Even with Microsoft Support? If so, please read on. If not, then this probably won't be the solution for you.

When they remote in, they install a software called LogMeIn. With this software is an add-on that is similar to a virus. Please note: this is not a virus, but it is similar to one because it is what allows them to control the mouse during the remote session. The software that is the culprit can have a few different names:

LogMeIn, Microsoft Support Tool, pximouse, and tiltmouse.

1. The first thing you should do is look in apps and features for any of these programs. For me it didn't show up there, but I didn't give up there.
2. Next, you should check Task Manager. You can either open this up by right-clicking the task bar and selecting task manager, or by pressing CTRL+SHIFT+ESC. Please end any task that has any of the names mentioned previously.
3. Next, check the Startup, and disable any items shown there.
4. Next, go to C:\Program Files (x86) and delete any folders in there that use the names previously mentioned.
5. Finally, I would recommend downloading and installing CCleaner and running the registry cleaner. Fix any issues it finds. You can uninstall CCleaner after you clean the registry if you like.

Please let me know if this helps you! It was extremely frustrating for me when the problem happened, especially since I just bought the device 10 days ago, so I really hope this helps you out as well.

Thanks, and have a wonderful day!

Yesterday, another weird thing happend.

First, about my setup. I first purchased a surface dock for my brandnew SB2, then I realized, it is a waste of almost $180 when I decided to buy a Dell U2719DC display because with a single type-c cable from SB2 to Dell , it carries all the data I need for display as well as use Dell as a fantastic USB hub. The only missing thing was an ethernet port which I solved it buy using a TPlink UE300 and connect it to one of 4 USB ports on Dell.

Now I have SB2 connected to a Dell Display via type-C and I don't need to use AC Charger or S.Dock single cables works both ways, carries data and video from my SB2 to Dell, carries power from Dell to SB2.

But,

After 1,5 months of using my laptop actively with Dell display  , yesterday, my computer suddenly died. Immediately powered-off without any warning or anything. After trying to restart it, it told me that my battery is 0. Wow! It was connected all the time for almost 2 months.

After a charging for like 10 minutes, windows booted (and ask me for repair bla.bla.) and when I checked the batteryies it was battery-0 which went to %0 while battery-1 was still %75. Question-1, how could this happend? I mean how can one of the batteries can go down to zero while other was still %75. For those who'r gonna ask about if my tablet was properly attached, yes it was. I was also using USB ports on the body on the computer for keyboard and mouse. And also, type-c is on the main body, I was using my Dell display which was constantly feeding my computer with power.

Question/comment 2: I installed lots of rubbish battery tools etc. none of them gave me what the "cmd powercfg /batteryreport" and in this report I was able to see everything except battery status of individual batteries, it was designed to generate a report for combined values of two batteries. What the hack? Microsoft, please improve the batteryreport feature to produce detailed report for each battery.

Question/problem 3: Since the last 2 updates, my laptop is not stable with : Graphic performance, USB-Mouse performance and most of all overall system performance most likely because of something going wrong with the batter management..

So my comment is that; this USB-mouse freezing problem is just the tip of the iceberg. In some systems, this bug or whatever reveals it self to the full and I'm one of the victims of this glitch and naturally expecting Microsoft to offer me a fix for this very expensive product for which I put my money and trust .

PS: it took me 2 minutes to fix some typo in this message because my SB2 does not allowing me to move the cursor in this text, I press right arrow and wait for 1 second for it to react. I want to cry

PS:Sorry for my English.

Does not fix the issue.

Confirming the latest firmware this week does NOT fix the usb issue. 

Microsoft are a disgrace. Im on the third device. All have the issue.

It is very evident this issue is a fundamental hardware issue. I just love how they turn a blind eye to it.

Anyhow, as per my previous post, use the usb-c port for your devices, it works fine for sanity.

I updated Windows and Book 2 firmware to the latest versions yesterday, probably I have the latest possible updates now and when I switch to battery plan anything other than "recommended" my corded mouse starts freezing almost every 5 to 10 seconds.

Looking how old this thread is and the number of people complaining about exactly the same problem, it makes you wonder why there is still no fix for this issue ?

For me it was fixed a couple of updates ago, about November last year from memory.