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
    2020-08-19T15:56:01+00:00

    Microsoft Support - which is actually a 3rd party company - tell me I need to re image the SB3 because my image is not standard.  It is a standard image but I have installed applications so I can work.  I have asked if Microsoft or they will pay for my time if re imaging does not fix the problem, guess what?  They won't guarantee it will fix the image and they won't pay for my time.

    I have offered to test a clean SB3 in my environment but they won't arrange to loan me one.

    At the moment, I don' see the stutter too often but I do if I use USB serial devices such as Arduinos or some tools like USB logic analysers.that stream a lot of USB packets.  I have told Microsoft support this but they don't actually try to reproduce user issues.

    My impression is that Microsoft Support is there to shield the Microsoft developers from the real world problems and essentially waste users time until the users walk away or a fix happens to turn up.  If only I was able to speak to someone that is in a team that actually wants to fix problems rather than an external team that is targeted on closing tickets as soon as possible, has no access to know faults (or says they don't) and has a mantra of reinstall everything/turn it of and back on again etc..

    I have experienced the 0.19 GHz CPU throttle, apparently not a known problem and other faults reported here none of which are 'known' to Microsoft Support. 

    Microsoft have a potentially wonderful product that is failing instead of excelling.  So disappointing.

    David

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  2. Anonymous
    2020-08-19T16:07:26+00:00

    This issue is well documented with wireless keyboards and USB3 connections. It is not unique to the the SB3. S I noted on the thread or can be resolved by putting the keyboard receiver on an extension to take the dongle away from the USB3 socket.

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  3. Anonymous
    2020-08-19T16:47:43+00:00

    This issue is well documented with wireless keyboards and USB3 connections. It is not unique to the the SB3. S I noted on the thread or can be resolved by putting the keyboard receiver on an extension to take the dongle away from the USB3 socket.

    I am not using wireless keyboard or mouse. It is USB.

    David

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  4. Anonymous
    2020-08-19T18:52:13+00:00

    Sorry had not hauled that in.

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