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
    2019-02-18T14:24:59+00:00

    Yes . The noise pop is related some how.

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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
    2019-01-28T21:09:52+00:00

    I am having the same issue.  Using a Razer Mamba Tournament edition.  It started with no Razer software installed.  So, I installed the razer synapse software....still happening.

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  4. Anonymous
    2019-01-25T12:43:39+00:00

    I have updated my surface book 2 with the latest updates but it has done little to sort this issue.

    I am very disappointed that microsoft hasn't come out with a fix, i wish i had stuck to Mac. Even while typing this reply my keyboard and mouse has frozen atleast 5 times!!!

    Updates including firmware mate? 

    I've not had a single problem since the last major update. I've also done a full rebuild since and even after rebuilding and updating it worked. I wish I could help more, it used to **** me off too! 

    Hi Scottyad- Can you tell me how you went about the full rebuild. i think that might be the solution to my problem, i have given up hope with the software updates

    Hi DivyaRao. I used a blank USB and installed the windows setup/image on it as per Microsoft's instructions. I booted up from the USB, ran setup, removed all partitions to delete everything and start fresh and reinstalled.

    (This is very different from running the built in reinstallation process from within windows)

    I have had the SP4 running since and no issues, it even fixed the power button issue I was having.

    I'm an IT professional so the process is quite natural for me, if you're unsure about doing this I have to suggest getting assistance as for what i've suggested you'll be wiping all your data and completely starting again as if you'd just purchased it.

    I hope this helps somehow, but again I can confirm I've had no problems since so it is possible to fix these issues.

    Don't forget to do the firmware update! That won't necessarily happen with a full rebuild.

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  5. Anonymous
    2019-01-25T12:36:46+00:00

    Yes, its so so annoying that if i could return it, i would!

    The fact that issue isn't getting resolved is worrying!!

    If anyone has a fix can they please help.

    Are you in a position to try a rebuild at all? I did a full rebuild, removed all the partitions and completely started again. Even though it was working before that, it was working after a rebuild also.

    Just a thought.

    That seems like a strange thing to suggest as it had no effect on the problem at hand.

    Yep, that was my point. I was suggesting it wasn't necessarily going to have a negative consequence. If I'd done a rebuild and it failed I certainly wouldn't be advising a rebuild!

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