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: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2020-10-28T18:36:26+00:00

    Thank you for reporting this issue.  We are aware of the issue and are actively working on a resolution.

    Thanks,

    Eddy.

    Volunteer Moderator Edit: This is marked as an Answer only to let customers know that this is now officially recognized as an issue. Microsoft is aware it is still a problem.

    Was this answer helpful?

    10+ people found this answer helpful.
    0 comments
  2. Anonymous
    2020-12-21T11:19:13+00:00

    @Eddy Atinda @Greg [MSFT] @Barb Bowman

    I have unmarked this as an answer to hopefully get one of you to please give us an update.  You state this is a known issue and yet it is not included in update notices. 

    You are NOT keeping people informed about issues impacting customers.  Please respond!

    David

    Was this answer helpful?

    3 people found this answer helpful.
    0 comments
  3. Anonymous
    2020-09-11T16:58:42+00:00

    Do you not think it is something that could be fixed by a driver update then?

    I called Microsoft a few weeks ago about it, and they had the gall to tell me that the cause of the problem was that their flagship computer was "incompatible" with the keyboard I was using, even though I was having the issue on all the keyboards I tried, and the one I was currently using was a MICROSOFT MADE keyboard. 

    I was able to get some footage of the issue, and I'm gonna trying calling them again this afternoon -- not that I expect them to solve anything then and there, but maybe they will at least be able to tell me that they have begun to heard other complaints about the issue and are working on a solution. Or maybe I am just giving them too much credit...we'll see...

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  4. Anonymous
    2020-06-29T19:43:54+00:00

    I am seeing the same issue.  Sometimes the mouse will freeze with no disconnect "sound".  Other times it will freeze for a slightly longer period and I will get a sound indicating something was plugged in.

    I have also tried direct connect to the SB3.  Issue still occurs as long as the Surface Dock 2 is plugged in.

    If I unplug the Surface Dock 2, I cannot reproduce the problem.

    Michael

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments