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
    2019-05-13T22:49:15+00:00

    This is downright unbelievable. I just read 10 pages of people complaining for a simple UEFI rollback and where is Microsoft?

    It's been 7 months. Is Microsoft really in the business of charging $2500 for defective products?

    What ever happened to the user who said they had an internal contact at Microsoft?

    Dont think they even care if internal folks are reporting it. I was specifically told by a more senior MS employee that they tried to use the original SB and it was utter crap to avoid it. I stupidly got the SB2. When I told them about my issues they simply said I told you so. No one at Microsoft gives a crap about making sure their devices work without issue. As long as idiots (like myself) buy them, they will keep selling and not fix.

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  2. Anonymous
    2019-05-14T01:20:16+00:00

    Those "recommended accessories" sometimes are simply not good enough to trigger this issue since they usually has a rather low polling rate.

    The polling rate is some how critical to trigger this issue. AFAIK, the Microsoft IE3.0 remake mouse can trigger this problem, because it has a polling rate of 1000. Normal mice like the Surface or Designer mouse has a polling rate of 125, which is not enough to reproduce the problem.

    You might be onto something.  I use higher DPI mice. I have a Logitech G703 set at 1200 at work and a G403 at home set at 800.  I run across the problem constantly throughout the day at work but never at home especially when using Chrome with a lot of tabs open. I haven’t considered dropping my DPI at work until now but will do so tomorrow. Fortunately I can just toggle the mouse power and it fixes the issue but who wants to do that 8-10 times a day.

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  3. Anonymous
    2019-05-14T01:49:25+00:00

    I am using all Microsoft branded official "Surface" accessories and I still have this issue:

    • Surface Book 2 docking station
    • Surface Ergonomic Wireless Keyboard
    • Surface Wireless Mouse

    I can confirm I get this stuttering mouse issue when I am using bluetooth headphones, almost as if the bluetooth chip is getting "overloaded"

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  4. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2019-05-14T09:59:26+00:00

    >What ever happened to the user who said they had an internal contact at Microsoft?

    I keep emailing my contact as well.

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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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