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
    2018-09-18T17:46:23+00:00

    I'm having the same issue as everyone else here. This new firmware is a disaster, is there some way to roll it back?

    Please respond asap, this is causing huge productivity loss for me.

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  2. Anonymous
    2018-09-15T18:28:21+00:00

    "Better performance" helps noticeably for me but the issue still comes up here and there, very annoying.

    I just got my surface book 2 last week, updated to win 10 1803 and the mouse freezing was really pronounced. I rolled back to 1709 which was better but it's still there.

    I think I'm going to look into returning the laptop.

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  3. Anonymous
    2018-08-30T12:08:35+00:00

    This workaround worked for me. I had to move the slider to the "Recommended" position to get rid of the issue. "Better preformance" made if less frequent but didn't solve it entierly.

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  4. Anonymous
    2018-08-27T23:49:34+00:00

    Hi there, I have the same problem and I can 100% confirm that there is nothing wrong with anything else but just the issue of the UEFI update.

    I did the same thing on a surface book 2 with the previous version UEFI and any mouse is ok. Right after the update of the UEFI to 389 version. The problem appear. 

    I contacted the Microsoft surface support team in Australia and I need to say that the supervisor in that team is one of the most unknowledgeable and irresponsible staff I have ever talked to.

    He had no idea how UEFI worked and no idea how the system can be affected by UEFI/firmware. Instead he was just keeping trying to say it was a software issue and it was my problem. Eventually he agreed to just report the issue back to the Microsoft without providing any solution to the issue. It was absolutely the worst customer service experience I have ever had.

    But Microsoft, please solve this issue!

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  5. Anonymous
    2018-08-16T08:30:42+00:00

    Thanks, Razik. Fingers crossed this worked for me as well. I've not had any freezes in about 20 minutes since setting power mode to 'Better Performance'. 

    My problems also started with the recent firmware update. I have the Surface Dock with keyboard and mouse and two monitors plugged into it. Surface Book 2 15" with GTX 1060.

    Edit: Just to update I had a full day without freezes with this solution. Thanks a lot, Razik. I tried all sorts.

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