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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

137 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-04-28T18:43:34+00:00

    that was my solution as well once I turned down the signal rate it cleared up the random freezing

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2020-04-28T16:10:23+00:00

    Hi,

    i found a solution for my logitech G703.

    In the Logitech G Hub you can set the signal rate per second from 1000 to 500.

    With this option I could turn off the stuttering :-) Im so happy to found this solution!!!

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-04-08T03:46:01+00:00

    I hate to say it but I don't think I will ever buy another microsoft piece of hardware.  Looks nice, works great when it works,  My conversation with a microsoft tech really infuriated me.  After nearly 18 hours of being dead to the world, no response, just as I was about to pack it up to ship it off.  I pushed the button one last time and it fired up.  I immediately called tech and the guy had the nerve to tell me to,  "think in the present"  "Its working now be happy"  He further informed me that if I sent it back and it worked when they got it they would just send it back to me.  I'm not a happy surface laptop owner!

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2020-04-08T03:24:33+00:00

    Yeah it's been pretty ****. I've had numerous problems with my surface book 2. I kinda was expecting that considering that it was a second generation new tech but damn. It's too minor of a problem to be worth spending a month without a laptop to get it fixed(if it does get fixed at all) yet it is consistent and infuriating enough to drive you mad. 

    Don't think I'll buy their hardware again :/ . On the plus side - they got the design part right I guess...

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  5. Anonymous
    2020-04-08T03:12:16+00:00

    I think there is a serious issue with their driver and firmware updates. Dissapointed

    Was this answer helpful?

    0 comments