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
    2019-06-08T14:20:11+00:00

    I updated Windows and Book 2 firmware to the latest versions yesterday, probably I have the latest possible updates now and when I switch to battery plan anything other than "recommended" my corded mouse starts freezing almost every 5 to 10 seconds.

    Looking how old this thread is and the number of people complaining about exactly the same problem, it makes you wonder why there is still no fix for this issue ?

    Edit: The worst thing happened, my original problem reappeared (the main reason I updated everything to the latest) after setting battery plan to "recommended", now computer practically not working like I can't switch frome one window to another. So, when setting the battery to "recommended" this happens, when setting anything other than "recommended", mouse problem accours.

    I paid almost 2500US$ to this machine and this is not what I deserve, please somebody make an ivenstigation, analysis something, I allow you Microsoft to connect my computer to see the problem. this is a brand new computer, this shouldn't happen

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  2. Anonymous
    2019-06-07T02:43:31+00:00

    Today Microsoft has released a new firmware to the Insider Release Preview ring, updating the firmware from 389.2268.769.0 to 389.2706.768.0

    I haven't tested it out yet, but for anyone who has this issue, you can try if the new firmware solves the problem or not, and report it back here.

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  3. Anonymous
    2019-05-31T23:00:26+00:00

    I have done alot of trouble shooting and found the following workaround (it is not a solution but it will keep you sane untill microsoft finally wake up, but they wont)!

    Buy a USB-C to USB A female (can be a hub or singular little one if you want small) and use your peripherals through that.

    I have had absolutely no issues working through the usbc usb port (which is seperate device to all the other device usb's!)

    On a side note i took my laptop to the Microsoft store. The technician was very honest with me and just said yeah sorry we dont make the best hardware. He actually showed me some other brand laptops my company could use as alternatives. He wrote a note about this and send it off to some useless staff forum which will sit in cyber space doing sweet FA.

    Lucky for me this is a work laptop. I wouldnt pay for hardware from microsoft ever! Sorry to those who did.

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  4. Anonymous
    2019-05-31T22:43:48+00:00

    I am facing the same issue - The keyboard and the trackpad gets randomly stuck and starts to work again after a couple of seconds

    1. This happens in both battery mode and when connected to AC. 
    2. The touch screen works fine even when the mouse and keyboard are frozen . 

    This is very frustrating.  Any suggestions?

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  5. Anonymous
    2019-05-15T13:46:18+00:00

    In this day an age, I can't believe that the thing inhibiting my productivity is that I can't move the mouse cursor. Oh, and the scaling issues that plague me.   Good grief

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