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
    2020-09-04T12:23:36+00:00

    Hey Scottyad, mouse and firmware are both up to date Drivers have been checked several times, the Logitech software has been deleted and reinstalled, and other mice have been tested as described above.

    As far as I understood so far the problem is not the resolution (DPI = Dots Per Inch) but the transmission frequency. With gaming mice the frequency is 1000 signals per second or even more. If you reduce the signal frequency to 500 the error occurs less often. At 250 it disappears (as far as I can tell).

    It should be clear to everyone, and especially to Microsoft, that with an Ultrabook in this price range this can only be a temporary solution. I bought this laptop only for the reason that it combines all the features I need.

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  2. Anonymous
    2020-09-03T22:24:24+00:00

    Wow, I have had this problem for about a year. First I thought that it was because of the Dock, so I bought the new one this spring. Problem won't disappear. Then I thought it is my very old mouse (Logitech G700s) and bought a new one (G502). But the mouse still freezes and jumps to the place where it should be.

    Micrsoft you still don't have a solution for this problem after two years? You actively advertise that the Surface Book 2 is suitable for gaming and then gaming mice don't work? Is this a bad joke?

    I have always been a fan of the Surface series but it's details like this that make you stop recommending products...

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  3. Anonymous
    2020-06-15T13:18:54+00:00

    I discovered it was the "report rate" of my mouse that was causing this issue. set it below 1000 and it should stop all freezing/jitter. remember this is not the DPI setting.

    the image I have attached is for a Logitech G203. I also have a wireless G502 wich had the same issue until i changed this particular setting.  I have never experienced freezing with any standard office mouse. Since they normally do not have precision settings.

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  4. Anonymous
    2018-08-09T05:07:58+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.

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  5. Anonymous
    2018-08-09T01:38:13+00:00

    Same issue. g600 mouse. Worked completely fine till firmware update. Now it freezes randomly in games or when the pc is stressed. Have tried all three solutions. No good.

    Have noticed that I have 8 hid compliant keyboards and 4 hid complaint mice in device manager.... never noticed that before...

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