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

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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
    2021-01-08T19:48:50+00:00

    Hey Sean,

    Was your return done before or after the 60 day return policy? Did you like talk to customer service and state your device was faulty? Unfortunately, I am in the position where the dreaded problems have come up after 4 months of ownership....

    Thanks 

    Andrew

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  2. Anonymous
    2021-01-08T16:48:03+00:00

    David and Anthony, 

    Sorry, you guys are still dealing with this. I was able to return my SB3 and switch back to dell. 

    I do still have an SLT3 and it is having an issue very similar to this. The mouse acts really weird when docked. Just like the SB3, there are TONNES of threads about the problem but the MS rep says that same thing. There are no known issues. 

    Given the time that you have put into the device and their ability to NOT work in your favor, I would join with some of the others in this thread and on Reddit and create a petition to the BBB. They should either publicly acknowledge the problem or allow you to return. 

    This is how class action suits are born.

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  3. Anonymous
    2021-01-07T10:12:08+00:00

    I can see you are a Microsoft Employee... I realize MS is a big company, but is there any way you can escalate this through your channels, or at least perhaps bring us a status update from Microsoft?

    You should have better chances than us at least :D

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  4. Anonymous
    2021-01-07T09:39:06+00:00

    Have you tried using Bluetooth Keyboard and Bluetooth mouse connecting to internal SB3 Bluetooth - not USB dongle.  This should act as a workaround.

    Meanwhile, back in Redmond there may or may not be people working on resolving this issue but we as customers have absolutely no idea what is going on.

    David

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