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
    2018-08-08T20:54:45+00:00

    Hello eMKaeMKa,

    Thanks for reaching out. For us to understand the issue better, we would like to know if there are any error messages/codes appear? How about in Device Manager?

    To help solve this issue, we suggest that you check these steps:

    Step 1: Use the Surface Diagnostic Toolkit.

        You can download and run the Surface Diagnostic Toolkit. The said toolkit will check and report other errors then fix it.

    Step 2: Perform a two-button shutdown/force shutdown of your Surface.

        If the first step did not work, you can click this link to get started.

    Step 3: Uninstall the mouse driver.

        Right-click/Touch and hold the Windows icon > select 'Device Manager' then look for 'Mice and other pointing devices' and double-click > Right-click on "HID-compliant mouse" then select 'Uninstall'.

        Once uninstalled, restart your Surface.

    Let us know how it goes.

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  2. Anonymous
    2018-08-09T01:38:13+00:00

    Same issue. g600 mouse. Worked completely fine till firmware update. Now it freezes randomly in games or when the pc is stressed. Have tried all three solutions. No good.

    Have noticed that I have 8 hid compliant keyboards and 4 hid complaint mice in device manager.... never noticed that before...

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  3. 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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  4. 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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  5. 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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