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
    2018-12-06T10:47:22+00:00

    Fix your **** Microsoft, this is a ridiculous problem to have on your High end laptops marketed for professionals. Have been having this issue for many months now, step up your game, or loose to Apple once again.

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  2. Anonymous
    2018-12-07T13:24:32+00:00

    My touchpad on my SB2 is still freezing up, especially when two finger scrolling. Its been like this for four months now since one of the updates which fixed my power button issue but introduced this lovely issue.

    An interesting observation is since this issue surfaced (no pun intended), I have noticed my top-of-the-line SB2 struggle to do basic tasks and slows down to a crawl. Checking Task Manager and the Performance tab, I see plenty of available CPU, Memory, etc, yet the machine struggles. I am talking basic things like surfing the internet in Chrome or writing emails in Outlook. I have a feeling there is some memory or power management issue at play. I can't be certain whether the update applied to 1709 caused or my updating to 1803 is when it started. Perhaps its related to the Meltdown/Spectre patches? Closing everything down and rebooting regularly seems to fix it for a few days. You know how often I rebooted my Windows 7 machine, practically NEVER. Even my SB2 on 1709 with the power button issue, I never was forced to reboot. Microsoft introduced a bug and has yet to fix it months later, ugh.

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  3. Anonymous
    2018-12-13T22:10:05+00:00

    Hi,

    Surface Book 2 15" here, this issue has been happening intermittently over the last couple of days.

    I initially thought it might have been related to the failed KB4467682 updated which introduced a number of BSODs with "system thread exception not handled". However, a purported fix came in today with KB4471324, but mouse still often stutters when SB plugged in.

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  4. Anonymous
    2018-12-14T18:45:29+00:00

    SB2 13" fully loaded -   Same issue.  I have two Steel series rival 100 mice that work great on coworkers machines but skip on my SB2.  Also running a dual monitor setup using the dock, issue persists whether plugged directly into the machine or through the dock. 

    Thanks to this thread the workaround of changing to "better performance" is working for me at the moment.  Also want to chime in that it is ridiculous to have to do this on a "rolls royce" laptop.

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  5. Anonymous
    2018-12-20T01:32:25+00:00

    This problem have been going around for half a year if not more.

    It's shameful and outrageous Microsoft hasn't provided a fix yet, it's a major issue that should require an hot fix within hours because it forces the costumers to run a machine they purchased for thousand dollars at way lower performances.

    Either Microsoft fix the problem or provide me for free a working last generation mouse, otherwise I will sue them for a full refund.

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