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
    2020-04-28T18:43:34+00:00

    that was my solution as well once I turned down the signal rate it cleared up the random freezing

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  2. Anonymous
    2020-04-08T03:46:01+00:00

    I hate to say it but I don't think I will ever buy another microsoft piece of hardware.  Looks nice, works great when it works,  My conversation with a microsoft tech really infuriated me.  After nearly 18 hours of being dead to the world, no response, just as I was about to pack it up to ship it off.  I pushed the button one last time and it fired up.  I immediately called tech and the guy had the nerve to tell me to,  "think in the present"  "Its working now be happy"  He further informed me that if I sent it back and it worked when they got it they would just send it back to me.  I'm not a happy surface laptop owner!

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  3. Anonymous
    2020-04-08T03:24:33+00:00

    Yeah it's been pretty ****. I've had numerous problems with my surface book 2. I kinda was expecting that considering that it was a second generation new tech but damn. It's too minor of a problem to be worth spending a month without a laptop to get it fixed(if it does get fixed at all) yet it is consistent and infuriating enough to drive you mad. 

    Don't think I'll buy their hardware again :/ . On the plus side - they got the design part right I guess...

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  4. Anonymous
    2020-01-01T15:49:28+00:00

    I had this issue for some time and only noticed the issue when I was using a USB c to have an extended monitor. Furthermore, when I was using an arc mouse or non-gaming mouse, the issue did not persist. I assumed my gaming mouse was faulty. Doing some research, I found a thread that recommended reducing the polling rate below 1000. The polling rate tells the computer its location every millisecond (my unit of measurement could be wrong). By default, my polling rate was 1000, and when I changed it to 500, the issue went away. Hope this helps

    I have a surface book 2 15 inch

    Logitech G502 and G203

    cable matters usb c hub 

    I-INC 25 inch HDMI monitor

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  5. Anonymous
    2019-10-14T20:43:59+00:00

    I recommend leaving it at 3800mhz. The CPU was never designed to boost to 4.2ghz no idea why they are pushing it so hard.

    Go to 3800mhz and enjoy stability you won't notice the difference in performance.

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