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
    2018-11-10T06:16:06+00:00

    I tried multiple mice and this problem is still there. Is this getting looking at?

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  2. Anonymous
    2018-11-15T14:17:30+00:00

    !!!!!!*****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.

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    6 people found this answer helpful.
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  3. Anonymous
    2018-11-16T20:34:33+00:00

    !!!!!!*****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.

    I'll have to try this later when I get off of work but I disagree that it isn't a problem with the Surface Books.  This is a workaround for a problem introduced in a recent firmware update.

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  4. Anonymous
    2018-11-27T15:31:11+00:00

    I had the problem fixed for awhile now. There must have been another update to undo my changes. So here I am fighting the problem again nearly 4 months later. This is starting to leave a bad taste in my mouth. Something needs to be done, and quick!

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  5. Anonymous
    2018-12-02T14:07:12+00:00

    Also waiting for a fix!

    Disabling Intel UHD in Device Manager fixed the issue, but now I can't have an external monitor attached...

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