Surface Book 2 - Cursor freezes and mouse stops working randomly

Anonymous

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 ?

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Anonymous

2018-08-09T09:34:30+00:00
Hi,

Just to be sure, could you confirm these things for me, please?
1. Are you seeing this issue when running on battery (regardless of Battery powermode: Batterysaver, Recommended, Better performance, Best performance)?
2. When plugged into AC power, are you seeing this issue when you bring the Powermode slider down to 'Recommended' or 'Better performance'?
Best wishes,

Razik
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Anonymous

2018-08-09T09:29:55+00:00

Hi,

No it doesn't fix the issue. Actually, setting it to max perf is worse for me :/

I just sent an email to Logitech to see if they can replicate the issue.
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Anonymous

2018-08-09T09:20:51+00:00

Heya buddy,

I have the same problem since the last few days. I have noticed a few things that might help you out.

The mouse seem to cut off when the AC power has been connected and the battery is set to high performance. If you want high performance, just removing the AC power seems to fix the mouse problem. But if you want to stay powered on AC, then moving the slider down to 'Better performance' seems to fix it.

I know this situation ain't ideal, but try it until they release patches to fix it :)

Do let me know if it works :)

Good luck!

Razik
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Anonymous

2018-08-09T09:15:43+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.
EDIT :

It's happening again :( Even without any Logitech software installed.
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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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