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
    2019-06-11T13:41:10+00:00

    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.

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  2. Anonymous
    2019-06-09T01:48:45+00:00

    Does not fix the issue.

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  3. Anonymous
    2019-06-09T01:48:21+00:00

    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.

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  4. Anonymous
    2019-06-08T14:54:05+00:00

    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.

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  5. Anonymous
    2019-06-08T14:20:11+00:00

    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 ?

    Edit: The worst thing happened, my original problem reappeared (the main reason I updated everything to the latest) after setting battery plan to "recommended", now computer practically not working like I can't switch frome one window to another. So, when setting the battery to "recommended" this happens, when setting anything other than "recommended", mouse problem accours.

    I paid almost 2500US$ to this machine and this is not what I deserve, please somebody make an ivenstigation, analysis something, I allow you Microsoft to connect my computer to see the problem. this is a brand new computer, this shouldn't happen

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