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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 ?
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.
I confirm this:I have patched windows and updated the firmware and the problem persists.
Microsoft have to adress this problem promptly.
You can't sell pieces of hardware for thousand of dollars and then have such compatibility issues unadressed.
Such things should be fixed by days if not hours... They persist since months.
Yes, its so so annoying that if i could return it, i would!
The fact that issue isn't getting resolved is worrying!!
If anyone has a fix can they please help.
Yes, its so so annoying that if i could return it, i would!
The fact that issue isn't getting resolved is worrying!!
If anyone has a fix can they please help.
Are you in a position to try a rebuild at all? I did a full rebuild, removed all the partitions and completely started again. Even though it was working before that, it was working after a rebuild also.
Just a thought.
Yes, its so so annoying that if i could return it, i would!
The fact that issue isn't getting resolved is worrying!!
If anyone has a fix can they please help.
Are you in a position to try a rebuild at all? I did a full rebuild, removed all the partitions and completely started again. Even though it was working before that, it was working after a rebuild also.
Just a thought.
That seems like a strange thing to suggest as it had no effect on the problem at hand.
!!!!!!*****SOLUTION*****!!!!!!
After fooling around with tons of different mice/keyboard combinations I found the solution that fixes this issue (it was the one thing I thought to try but forgot to). The issue has to do with your mouse polling rate. My mouse polling rate was set to 1000 in the Logitech software. Dropping it down to 500 fixed any mouse freeze issue on all power settings. This isn't an issue with Surfaces, as if you search for "1000 mouse polling causing freezes", it can happen to any computer.
So if you are experiencing this, you need to find a way to lower your mouse polling rate to 500 or less, which should be in your devices software program. If you don't have a mouse that has software to lower it, you will need to get one that will allow you to do that.
Thanks, ScurvyThePirate! Your solution has mostly resolved the problem for me. (I dropped the polling rate from 1000 down to 500.) The USB mouse connected to my Surface Book 2 went from freezing every few seconds to only doing so rarely.
