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

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.

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

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 !

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.