Mouse freeze on surface book 2 after the most recent firmware UEFI version 389.2268.769.0 update!!! especially when power adapter plugged in

Anonymous
2018-08-26T01:16:19+00:00

There is a big issue in the recent firmware/driver update pushed to the surface book 2. The usb mouse became not really usable. There is a frequent lag/freeze happened to the mouse. Such issue was not there before the firmware update. 

The mouse I tried including Logitech G703, G402, microsoft wireless mouse, etc.

Many people have discussed this now but not solution is provided and the problem cannot be solved now:

https://www.reddit.com/r/Surface/comments/951lyt/cursor\_freeze\_and\_mouse\_stop\_working\_randomly/

https://answers.microsoft.com/en-us/surface/forum/surfbook2-surfdrivers/surface-book-2-15-connected-usb-mouse-keeps/94eaf7b1-e7be-48ce-bf57-b120524fa9e4?rtAction=1535025867190&tm=1535026055241

https://www.reddit.com/r/Surface/comments/97804b/surface\_book\_2\_mouse\_freezes/

A further test can now confirm that the issue is either in the UEFI version 389.2268.769.0 or the system aggregator version 728.128.137.0.

After updated these two modules to those versions, the issue start to appear. This has been confirmed on more than one surface book 2 devices.

The previous version of the UEFI starting from 388 and aggregator version 728.77.137.0 do not have such issue. I can see at the moment, the 389 version of UEFI is not pushed anymore and the firmware/driver pack downloaded from Microsoft has the 388 version now.

But for those surface book 2 which has already got the 389 version pushed cannot revert back to the 388 version. Please fix this asap.

Surface | Surface Book | Install and update

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  1. Anonymous
    2019-05-15T18:34:04+00:00

    I have the same problem with a Logitech G900 gaming mouse with matched 2.4GHz dongle.

    As an electronics engineer/repair technician with a background in IT support, I also do all the necessary elimination diagnosis before bringing a finished neatly wrapped conclusion to the Microsoft tech support. So wasteful not having a channel to higher up for obvious well founded and tested solutions, to bring it sooner to bugfix and patch.

    It is sometimes infuriating to deal with this kind of IT support, when you've already spent hours and days documenting and testing beforehand, in an attempt to make the diagnosis and solution easier.

    That's a great idea to contact a tech channel. Linus Techtips does this a lot, so you should send them a mail.. :)

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  2. Anonymous
    2019-05-14T22:07:36+00:00

    That's a great idea. Who on here has the problem the worst?

    I will gladly reach out to media outlets, but we should have a poster child who has proven they can reproduce the issue on command.

    My issue is manageable (just avoid blutooth headphones and Youtube videos) - we should have someone who has basically an unusable computer to be the poster child.

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  3. Anonymous
    2019-05-14T21:51:53+00:00

    How about giving a detailed breakdown of the issue to a tech review site or vlogger etc.?

    Maybe if it starts getting negative media exposure, that will motivate some action to be taken?

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  4. Anonymous
    2019-05-14T15:10:54+00:00

    Thanks for replying, Barb and for the detailed instructions.

    I find it shocking that that's the end of the story as far as Microsoft is concerned.

    I, for one, would love if they could just reach out to me. I'd gladly meet with a local tech of theirs and they can see the issue for themselves.

    Luckily, my issue seems to be limited to when I'm using bluetooth headphones and playing audio via YouTube, so I can get by...

    But for some others, it seems to be a constant thing.

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  5. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2019-05-14T10:05:11+00:00

    My contact emailed me in February:

    "I was able to reproduce this issue although not as easily as some say.  I have
    been running tracing and working with Windows engineering.  The best thing I can
    recommend that is customers report this issue via feedback hub.  Choose the
    input and language\mouse and include data about "Performance".  Uncheck the
    screenshots of each step. "

    I did ask earlier for someone to file a Feedback Hub Report. I can only suggest
    that everyone file reports and share a link to them in this thread.

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