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
    2020-09-03T22:24:24+00:00

    Wow, I have had this problem for about a year. First I thought that it was because of the Dock, so I bought the new one this spring. Problem won't disappear. Then I thought it is my very old mouse (Logitech G700s) and bought a new one (G502). But the mouse still freezes and jumps to the place where it should be.

    Micrsoft you still don't have a solution for this problem after two years? You actively advertise that the Surface Book 2 is suitable for gaming and then gaming mice don't work? Is this a bad joke?

    I have always been a fan of the Surface series but it's details like this that make you stop recommending products...

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  2. Anonymous
    2020-09-04T01:38:23+00:00

    Mine was fixed in an october update in 2018.

    I'm running a Razer mouse at 2400dpi

    I've got nothing to suggest other than checking the firmware on the mouse and laptop is up to date

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  3. Anonymous
    2020-09-04T06:33:56+00:00

    Yes the problem is still there mouse lag.

    I m facing every time i start some heavy work and i too have Logitech mouse. 

    Every other problem i have are solved with August 2020 update but this mouse lag is still troubling me every day if i start working for which i brought this Surface Book 2 and just for watching Movies.

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  4. Anonymous
    2020-09-04T12:23:36+00:00

    Hey Scottyad, mouse and firmware are both up to date Drivers have been checked several times, the Logitech software has been deleted and reinstalled, and other mice have been tested as described above.

    As far as I understood so far the problem is not the resolution (DPI = Dots Per Inch) but the transmission frequency. With gaming mice the frequency is 1000 signals per second or even more. If you reduce the signal frequency to 500 the error occurs less often. At 250 it disappears (as far as I can tell).

    It should be clear to everyone, and especially to Microsoft, that with an Ultrabook in this price range this can only be a temporary solution. I bought this laptop only for the reason that it combines all the features I need.

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  5. Anonymous
    2020-09-04T12:34:38+00:00

    Hey TusharNawale, with me the error already occurs when there is practically no nominal load. Like others here, I have observed that Google Chrome sometimes seems to increase the error, but it also occurs without. Sometimes it really drives me crazy because the mouse hangs every two seconds and then jumps to the appropriate place. This also indicates that all signals are transmitted, but there is a certain delay between transmission and display. My guess is that some packets cannot be processed correctly or a variable overflows. Since this can happen with every signal that is sent, the error occurs more often with high signal frequencies than with low ones. But this is only a guess I have only amateur computer science knowledge.

    Anyway, just like you, I bought this laptop to work with and not to watch movies, and it is frustrating not to get help from Microsoft at such a high price.

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