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.

0 comments
Answer accepted by question author
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.

Was this answer helpful?

10+ people found this answer helpful.
0 comments

432 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2020-09-12T21:14:53+00:00

    Everyone else here may also want to call as well. The more complaints/support requests they receive, the higher they'll prioritize addressing the problem; or at least according to the support rep. I spoke with.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-09-13T02:08:56+00:00

    I also have the exact same issue with SB3 and Dock 2. My solution was to stop using the surface dock, which isn't really a solution. Even without the dock, the problem resurfaces if I connect too many USB devices.

    For what it's worth, using my mouse on bluetooth didn't solve it either, it was still lagging.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-09-13T02:23:10+00:00

    When you say bluetooth mouse, you mean one that connects to the pc without needing a usb dongle/receiver?

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-09-13T08:02:50+00:00

    I even see it if I have USB serial com ports on USB C travel hub.  I believe it is a low level USB handler issue.

    I have logged this problem with Microsoft support but Europe this is handled by an external company and they are targeted on closing tickets not resolving problems.  They want me to reimage the device with no guarantee it will resolve the problem and will not pay for my time if it doesn't. 

    It would help if someone from Microsoft would look at SB3 return rate, read the posts here and try to reproduce the problem.  Easy to do with Arduinos running serial debug data or other USB devices.  I offered to reproduce the problem on an out of the box SB3 if they lent me one but I am not able to speak to the right people in Microsoft.

    Perhaps we should use social media.

    David

    Was this answer helpful?

    0 comments