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
    2019-01-09T12:08:43+00:00

    I have updated my surface book 2 with the latest updates but it has done little to sort this issue.

    I am very disappointed that microsoft hasn't come out with a fix, i wish i had stuck to Mac. Even while typing this reply my keyboard and mouse has frozen atleast 5 times!!!

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  2. Anonymous
    2018-12-20T01:55:07+00:00

    The major October patch seems to have fixed the issue for me. I can now run it at full performance again without any issues. I have multiple mice and they all work as intended now. I can't fault it.

    I also ran the latest firmware from https://www.microsoft.com/en-us/download/details.aspx?id=56261

    The major October update I was referring to was this: https://support.microsoft.com/en-au/help/4464619/windows-10-update-history

    I presume everyone's done this and if you're still having the issue I can't identify anything else that has changed at my end to have fixed it, but it is definitely working for me so somehow there's a way to get it going.

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  3. Anonymous
    2018-12-20T01:32:25+00:00

    This problem have been going around for half a year if not more.

    It's shameful and outrageous Microsoft hasn't provided a fix yet, it's a major issue that should require an hot fix within hours because it forces the costumers to run a machine they purchased for thousand dollars at way lower performances.

    Either Microsoft fix the problem or provide me for free a working last generation mouse, otherwise I will sue them for a full refund.

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  4. Anonymous
    2018-12-14T18:45:29+00:00

    SB2 13" fully loaded -   Same issue.  I have two Steel series rival 100 mice that work great on coworkers machines but skip on my SB2.  Also running a dual monitor setup using the dock, issue persists whether plugged directly into the machine or through the dock. 

    Thanks to this thread the workaround of changing to "better performance" is working for me at the moment.  Also want to chime in that it is ridiculous to have to do this on a "rolls royce" laptop.

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  5. Anonymous
    2018-12-13T22:10:05+00:00

    Hi,

    Surface Book 2 15" here, this issue has been happening intermittently over the last couple of days.

    I initially thought it might have been related to the failed KB4467682 updated which introduced a number of BSODs with "system thread exception not handled". However, a purported fix came in today with KB4471324, but mouse still often stutters when SB plugged in.

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