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
    2019-10-06T16:57:35+00:00

    lol Thanks for mentioning my solution post on reddit haha, that naughty usb fix

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  2. Anonymous
    2019-10-06T02:21:16+00:00

    For graphics card issues on 1903 update:

    https://www.reddit.com/r/Surface/comments/d5fboz/surface_book_2_gpu_disabling/

    For mouse issues (and a lot more turns out!)

    https://www.reddit.com/r/Surface/comments/aujg3d/fix_naughty_usbintroducing_a_ridiculous_usb_bug/

    If you apply both fixes your surface book 2 will run like a dream.

    Andrew

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  3. Anonymous
    2019-10-05T16:58:20+00:00

    I just got the SB2 13.5 i7 8GB RAM 256GB SSD this week and experienced the intermittent pointer mouse freezes with a Logitech G403. This happened wired or wireless with the USB receiver. In some cases the pointer disappeared entirely.

    I was able to resolve it by installing the GHub software from logitech and lowering the polling rate from 1000 (seemingly the default) to 500. I'm able to keep the performance at maximum while plugged in and tested by playing a match in Overwatch. Previously, it was unplayable due to the mouse freezing. This was done with the mouse on wireless. I need to do a more prolonged test.

    This is my second attempt at buying a SB2. The first time one of the batteries wouldn't charge and I returned it. This time it's a mouse issue. I wonder if the SB2 is just too clever/complex for its own good. It's especially jarring when the basics have problems.

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  4. Anonymous
    2019-09-10T07:39:55+00:00

    I have the same problem with all mouses : logitech, acer, steel... Cursor is freezing randomly when latptop is charging. WHERE IS MICROSOFT ??? Do you know how much does this computer cost? This bug drives me really crazy, please DO something !

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  5. Anonymous
    2019-07-09T12:13:41+00:00

    Thanks for the headsup. I was also hoping that the recent Windows 1903 update, including an 389 BIOS update, would fix it but unfortunately not.

    I also updated the firmware of the Surface Dock - no change.

    So I am now stuck with a expensive laptop (which I still very much like for its other properties) and two expensive mouses (for two location) that don't work together properly.

    I still hope that Microsoft will see themselves obliged to find out what change in the BIOS of their flag ship hardware product  broke this functionality last year with the update to 389.xxx  (assuming it is true that problems started back then) and what problems are still remaining in the BIOS.

    It is very frustrating as I have spend a lot of time trying all suggestions in this and other posts (like fiddling with power saving options in the USB hubs etc.) top discover that nothing helps (except for reducing the power setting - to some extend).

    Hans

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