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
    2019-02-12T16:13:56+00:00

    Hi,

    some problem.

    Mouse cursor hang frequently in Max performance, not so frequently  in "Better performance"

    The problem disappear when i disconnect the surface from supply.

    Thank you

    Daniele

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  2. Anonymous
    2019-02-18T07:40:03+00:00

    Hi,

    I have the same experience. If notebook is fully charged, the freezes starts. I use the surface dock, and connected a headphone to the dock. The audio has some crunchy noises in this case too. Anyone else have the problem with headphones?

    Thank you, Michael

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  3. Anonymous
    2019-02-18T14:24:59+00:00

    Yes . The noise pop is related some how.

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  4. Anonymous
    2019-02-25T17:03:43+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.

    I found a true solution for this problem, wrote here:

    https://www.reddit.com/r/Surface/comments/aujg3d/fix\_naughty\_usbintroducing\_a\_ridiculous\_usb\_bug/

    It's only just a work around, the main cause of this bug is Microsoft's faulty firmware. Please upgrade this incident and let some change happen.

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  5. Anonymous
    2019-02-25T17:08:04+00:00

    I found a true solution and I wrote it here: 

    https://www.reddit.com/r/Surface/comments/aujg3d/fix\_naughty\_usbintroducing\_a\_ridiculous\_usb\_bug/

    Fixing is super simple by 3 steps:

    1. Open Powershell with Administrator privileges
    2. powercfg -SETDCVALUEINDEX SCHEME_BALANCED SUB_PROCESSOR PROCFREQMAX 4000

    3. powercfg -SETACVALUEINDEX SCHEME_BALANCED SUB_PROCESSOR PROCFREQMAX 4000

    now enjoy your lag free mouse experience. the number 4000 is a very cautious choice, you may turn it up to a value like 4100 or even 4200 if you like. But 4000 won't be causing any problem, and 4200 might be unstable. So change it on your own behalf! The larger the number is, the better the frequency can be (no more than 4.2GHz, that's the hard limit of the CPU). But as you put in a larger number you might encounter the problem of stuttering again. So find your own number. Mine worked fine at 4000 and 4100. Actually you won't loss anything for setting 4000 in a realistic way though..

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