Surface Book 3 - external keyboard and mouse

Anonymous
2020-06-26T07:37:06+00:00

I have a SB3 connected to a Surface Dock which has FullHD touch monitor, USB keyboard and mouse connected to it.  I have used this setup without any issues for over 2 years with Surface Laptop 1.

With the SB3 the keyboard and mouse 'stutter' meaning characters are lost or autorepeat due to missing down or up codes.  Mouse motion ceases then resumes.

I have a video of the mouse re I continuously move the mouse in a circle 

https://1drv.ms/v/s!ArzFfLr\_MuyC294iYcJ4cavRP\_nIvA?e=qdqCjY

I have tried plugging the mouse into one of the SB3 USB ports and get the same result.  

I know others have seen this problem.  It should be easy to reproduce.  Can someone from Microsoft try this please.

This looks to be a level USB message handling problem. Note that the USB is not unloading. 

David

Surface | Surface Book | Power and battery

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2021-01-26T17:42:18+00:00

A fix for this issue is now available through Windows Update. Please review the Surface Book 3 Update History page.

Eddy.

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  1. Anonymous
    2020-07-25T16:59:46+00:00

    I'm experiencing the issue... And a Bluetooth one... And the 0.19 GHz processor issue... And a win10 software one... I'm so tired of the SB3. Never seen so many issues on the same laptop !!! I want a full REFUND !!!!

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  2. Anonymous
    2020-07-17T02:31:14+00:00

    Hi Brandon Stirrup,

    Thank you for reaching out Microsoft Community. We're sorry for all the troubles this has caused you.

    Since you mentioned about reimaging the Surface device and it didn't fix the issue, then this simply means that your Surface device is currently facing a hardware problem and the best resolution I can recommend is to send this device for service or contact our Microsoft Surface Support to get further assistance in getting an exchange or a refund and re-purchase this kind of device.

    Reimaging the device is the last troubleshooting steps a user can do on a Surface and if in case it didn't get the issue resolved, then this means that the problem you're experiencing on the Surface device is not a software issue but a hardware problem. On the other hand, replacement or refund can't be done in MS Community so it's best to talk to one of our Microsoft Surface Support to get further assistance.

    If this answers your question, feel free to mark this post as an answer. Otherwise, don't hesitate to respond to this thread if there's anything else that needs to be addressed.

    Kind Regards,

    Crest_Z

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  3. Anonymous
    2020-07-15T13:05:41+00:00

    Possibly related to the mega thread on the mouse freezing in the SB2 section? Some people found the workaround to be adjusting DPI down. I had the issue, with a Microsoft mouse no less. Ridiculous that Microsoft could not fix it with the SB3 and their own mouse doesnt work properly with their own products out-of-the-box.

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  4. Anonymous
    2020-07-15T10:30:50+00:00

    Forget that, it is better than it was but still occurring.  

    David

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