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
    2020-09-21T20:49:10+00:00

    I haven't tried it without the screen, that is the whole point of the dock for me, to get the larger real-estate.

    My guess it is video related issue. Just wish MS would step up. As I said before my non MS dock at home is fine.

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  2. Anonymous
    2020-09-22T23:22:27+00:00

    I'm also encountering this on my new Surface Book 3.

    External keyboards (3 different keyboards that I've tested) regularly either momentarily pause input (causing some keystrikes not to register) or get stuck repeating a character.

    Occurs regardless of whether the keyboard is plugged into the Surface Dock, a USB hub attached to it, or directly to the SB3.

    I've currently got 2 monitors, a webcam, and a USB hub connected to the Surface Dock which then connects to the SB3. As above, the issue occurs even if the keyboard is connected directly to the SB3 so it's not a Dock or USB hub issue per se, i've removed both of them from consideration for testing purposes and the issue persists.

    I have applied the latest driver and firmware updates for both the Surface Book 3 and the Surface Dock 2, without any meaningful change.

    Haven't yet tried with a Bluetooth keyboard but that's not really the point.

    Makes typing emails or documents a real pain the butt, and very disappointing for a brand new and relatively pricey business laptop :/

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  3. Anonymous
    2020-09-23T05:22:55+00:00

    Yet another, now (ex)surface customer, with the same problem here.

    So glad that Microsoft is totally ignoring the issue  which in return made the decision easy.

    What I've found is that when the surface book 3 is under full load (i.e. when I'm running a game) the problem is gone. Even if I tab out of the game and leave it in the background the mouse & keyboard stutter/ freeze is eliminated.

    So, following this I changed the registry entry which disables processor idle to appear within the energy settings and then disable it in there alltogether.

    This also eliminated the freeze/ stutter, but of couse is no solution since the surface book 3 slows down to a crawl due lack of CPU ressources.

    I've no idea what all this means, but the most spread out opinion seems to be that it's the "new" UEFI version that causes this.

    Anyway, just wanted to share my thoughts. Maybe someone else can figure something out with these infos.

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  4. Anonymous
    2020-09-23T13:14:32+00:00

    Will let you know if the change helps.

    I have been experimenting with setup to see what triggers the problem. I can agree it has not happened under a loaded condition. The only commonality I have established is the surface dock 2 is connected and I have external monitor attached.

    • This happens even when NOTHING in plugged into the dock (It is only powering the machine).
    • Happens even if the external monitor is connected via USB-C, nothing else is attached to the machine.
    • I usually have Chrome bowser open but it is not always active. This could be coincidental I usually need to have it open.

    Crossing fingers that reg hack helps. Would be wonderful if Microsoft could provide an answer!!!

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