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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

137 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2019-10-05T16:58:20+00:00

    I just got the SB2 13.5 i7 8GB RAM 256GB SSD this week and experienced the intermittent pointer mouse freezes with a Logitech G403. This happened wired or wireless with the USB receiver. In some cases the pointer disappeared entirely.

    I was able to resolve it by installing the GHub software from logitech and lowering the polling rate from 1000 (seemingly the default) to 500. I'm able to keep the performance at maximum while plugged in and tested by playing a match in Overwatch. Previously, it was unplayable due to the mouse freezing. This was done with the mouse on wireless. I need to do a more prolonged test.

    This is my second attempt at buying a SB2. The first time one of the batteries wouldn't charge and I returned it. This time it's a mouse issue. I wonder if the SB2 is just too clever/complex for its own good. It's especially jarring when the basics have problems.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2019-09-10T07:39:55+00:00

    I have the same problem with all mouses : logitech, acer, steel... Cursor is freezing randomly when latptop is charging. WHERE IS MICROSOFT ??? Do you know how much does this computer cost? This bug drives me really crazy, please DO something !

    Was this answer helpful?

    0 comments
  3. Anonymous
    2019-07-09T11:18:51+00:00

    Hi,

    I ordered two Contour RollerMouse Red devices (wired via USB) which are special mouse devices which I need for shoulder problems.

    I found out (confirmed by Contour) that their polling rate (not DPI!) is fixed at 250 Hz, meaning the devices reports the mouse data at a rate of 250 times per second.

    This causes the same problems as all other people reported: the mouse freezes for a second every say 10 seconds. After the freeze the mouse jumps to the position you expects it but it is unworkable.

    This happens mostly at the battery power at "Best performance". When I set it to "better" the problems is a lot less but it still happens once in a while. It seems the connection between the keyboard part and the tablet part of the SB2 has a problem with this polling rate.

    A standard USB mouse works perfectly on the SB2 and the Contour mouses work perfectly on any other PC !!

    This is extremely annoying that I can't use the full power of my expensive Surface Book 2 and even at Better performance I still have some problems.

    I am updated to the latest Windows 1903 and have the latest SB2 BIOS: 389.2706.768

    The problems happens on the USB port of the keyboard part as well as on the USB port of the Surface Dock 2.

    Microsoft knows about this problems for months and I have not seen a way to fix this.

    I can't adjust the polling rate of the Contour devices so I am stuck with this problem!!

    Please help me Microsoft!! I have done all the suggestions in the messages above whcih did not help - it seems the BIOS need fixing!!!

    Thanks,

    Hans Dekker

    I wish I could better understand the problem with the SB2's to offer some advice. I can run my mouse at 125Hz, 500Hz and 1000Hz in Best Performance and it works fine. There was a bios update in October last year which seemed to correct the issue for me.

    Sorry i'm of no help other than to say there are some working devices out there. I can't understand why mine is now working though.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2019-07-09T09:39:21+00:00

    Hi,

    I ordered two Contour RollerMouse Red devices (wired via USB) which are special mouse devices which I need for shoulder problems.

    I found out (confirmed by Contour) that their polling rate (not DPI!) is fixed at 250 Hz, meaning the devices reports the mouse data at a rate of 250 times per second.

    This causes the same problems as all other people reported: the mouse freezes for a second every say 10 seconds. After the freeze the mouse jumps to the position you expects it but it is unworkable.

    This happens mostly at the battery power at "Best performance". When I set it to "better" the problems is a lot less but it still happens once in a while. It seems the connection between the keyboard part and the tablet part of the SB2 has a problem with this polling rate.

    A standard USB mouse works perfectly on the SB2 and the Contour mouses work perfectly on any other PC !!

    This is extremely annoying that I can't use the full power of my expensive Surface Book 2 and even at Better performance I still have some problems.

    I am updated to the latest Windows 1903 and have the latest SB2 BIOS: 389.2706.768

    The problems happens on the USB port of the keyboard part as well as on the USB port of the Surface Dock 2.

    Microsoft knows about this problems for months and I have not seen a way to fix this.

    I can't adjust the polling rate of the Contour devices so I am stuck with this problem!!

    Please help me Microsoft!! I have done all the suggestions in the messages above whcih did not help - it seems the BIOS need fixing!!!

    Thanks,

    Hans Dekker

    Was this answer helpful?

    0 comments
  5. Anonymous
    2019-07-03T07:54:06+00:00

    have the same problem with SB2 + Docking + Razor mouse. no problems with a bluetooth mouse connected.

    Was this answer helpful?

    0 comments