Surface Book 2 - Cursor freezes and mouse stops working randomly

Hi,

I ordered two Contour RollerMouse Red devices (wired via USB) which are special mouse devices which I need for shoulder problems.

I found out (confirmed by Contour) that their polling rate (not DPI!) is fixed at 250 Hz, meaning the devices reports the mouse data at a rate of 250 times per second.

This causes the same problems as all other people reported: the mouse freezes for a second every say 10 seconds. After the freeze the mouse jumps to the position you expects it but it is unworkable.

This happens mostly at the battery power at "Best performance". When I set it to "better" the problems is a lot less but it still happens once in a while. It seems the connection between the keyboard part and the tablet part of the SB2 has a problem with this polling rate.

A standard USB mouse works perfectly on the SB2 and the Contour mouses work perfectly on any other PC !!

This is extremely annoying that I can't use the full power of my expensive Surface Book 2 and even at Better performance I still have some problems.

I am updated to the latest Windows 1903 and have the latest SB2 BIOS: 389.2706.768

The problems happens on the USB port of the keyboard part as well as on the USB port of the Surface Dock 2.

Microsoft knows about this problems for months and I have not seen a way to fix this.

I can't adjust the polling rate of the Contour devices so I am stuck with this problem!!

Please help me Microsoft!! I have done all the suggestions in the messages above whcih did not help - it seems the BIOS need fixing!!!

Thanks,

Hans Dekker

I wish I could better understand the problem with the SB2's to offer some advice. I can run my mouse at 125Hz, 500Hz and 1000Hz in Best Performance and it works fine. There was a bios update in October last year which seemed to correct the issue for me.

Sorry i'm of no help other than to say there are some working devices out there. I can't understand why mine is now working though.

Hi,

I ordered two Contour RollerMouse Red devices (wired via USB) which are special mouse devices which I need for shoulder problems.

I found out (confirmed by Contour) that their polling rate (not DPI!) is fixed at 250 Hz, meaning the devices reports the mouse data at a rate of 250 times per second.

This causes the same problems as all other people reported: the mouse freezes for a second every say 10 seconds. After the freeze the mouse jumps to the position you expects it but it is unworkable.

This happens mostly at the battery power at "Best performance". When I set it to "better" the problems is a lot less but it still happens once in a while. It seems the connection between the keyboard part and the tablet part of the SB2 has a problem with this polling rate.

A standard USB mouse works perfectly on the SB2 and the Contour mouses work perfectly on any other PC !!

This is extremely annoying that I can't use the full power of my expensive Surface Book 2 and even at Better performance I still have some problems.

I am updated to the latest Windows 1903 and have the latest SB2 BIOS: 389.2706.768

The problems happens on the USB port of the keyboard part as well as on the USB port of the Surface Dock 2.

Microsoft knows about this problems for months and I have not seen a way to fix this.

I can't adjust the polling rate of the Contour devices so I am stuck with this problem!!

Please help me Microsoft!! I have done all the suggestions in the messages above whcih did not help - it seems the BIOS need fixing!!!

Thanks,

Hans Dekker

Just want to post a solution that works which was posted by chupatrick on reddit 7 months ago: https://www.reddit.com/r/Surface/comments/951lyt/cursor_freeze_and_mouse_stop_working_randomly/

Solution: lower the polling rate. I have a wired Logitech G502 and can confirm that it  works flawlessly if polling rate is lowered to 500.

As many others I experienced freezing only on the "Better performance" and "Best performance" profiles. When playing games, however, there was no freezing.

have the same problem with SB2 + Docking + Razor mouse. no problems with a bluetooth mouse connected.

Hello all,

I had the exact same issue with the screen freezing on a Surface Book 2. I'm not sure if my solution will work for all of you, so first let me ask you a question. Did you do a remote screen sharing session with anyone prior to the freezing occurring? Even with Microsoft Support? If so, please read on. If not, then this probably won't be the solution for you.

When they remote in, they install a software called LogMeIn. With this software is an add-on that is similar to a virus. Please note: this is not a virus, but it is similar to one because it is what allows them to control the mouse during the remote session. The software that is the culprit can have a few different names:

LogMeIn, Microsoft Support Tool, pximouse, and tiltmouse.

1. The first thing you should do is look in apps and features for any of these programs. For me it didn't show up there, but I didn't give up there.
2. Next, you should check Task Manager. You can either open this up by right-clicking the task bar and selecting task manager, or by pressing CTRL+SHIFT+ESC. Please end any task that has any of the names mentioned previously.
3. Next, check the Startup, and disable any items shown there.
4. Next, go to C:\Program Files (x86) and delete any folders in there that use the names previously mentioned.
5. Finally, I would recommend downloading and installing CCleaner and running the registry cleaner. Fix any issues it finds. You can uninstall CCleaner after you clean the registry if you like.

Please let me know if this helps you! It was extremely frustrating for me when the problem happened, especially since I just bought the device 10 days ago, so I really hope this helps you out as well.

Thanks, and have a wonderful day!