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Mouse cursor stuck on the screen top

Anonymous
2023-10-24T13:58:40+00:00

The mouse cursor (arrow) gets stuck at the top of the screen at random, but more often when the outside temperature is high or when I've been working on the machine for a long time.

This problem has been occurring for a few months now, but it's becoming more and more frequent, preventing me from using the machine.

I found a description of this problem on the Internet, with an indication that the problem is due to hardware (but no further details).

Informations sur l’appareil: 

  • Nom de l’appareil: DESKTOP-R****
  • Numéro de série: 00*********
  • Modèle Surface: Surface Studio i7
  • UEFI: 119.3735.768.0
  • Contrôleur intégré: 117.1288.257.0
  • Version de l’application: 61.23090.124.0
  • Version/date du BIOS: Microsoft Corporation 119.3735.768 04.23.2021
  • Pilote tactile: 132.177.6.160
  • Pilote Wi-Fi: 15.68.17017.115
  • Édition: Windows 10 Pro
  • Version du système d’exploitation: 19045.3570
  • Processeur: Intel(R) Core(TM) i7-6820HQ CPU @ 2.70GHz
  • RAM installée: 16 GB
  • Capacité de stockage: 230 GB free of 929 GB
  • Puce graphique: NVIDIA GeForce GTX 965M
  • Résolution de l’écran: 4500 x 3000

** EDIT: Removed personally identifiable information (PII) from post. **

Surface | Surface Studio | Display and screen

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  1. Anonymous
    2023-11-02T22:31:58+00:00

    Thanks for your update. Just keep me posted about the results next week.

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  2. Anonymous
    2023-11-01T12:43:45+00:00

    You're welcome, Claude Gout1.

    I hope the issue will be resolve by reimaging your Surface. I will wait for your update on this thread.

    Reinstall completed but not yet tested, some news early next week.

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  3. Anonymous
    2023-10-27T23:01:30+00:00

    You're welcome, Claude Gout1.

    I hope the issue will be resolve by reimaging your Surface. I will wait for your update on this thread.

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  4. Anonymous
    2023-10-27T17:23:20+00:00

    Thank you Lavenia,

    To avoid wasting time I'm going to apply the strongest remedy : reimaging !

    All the best,

    Claude

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  5. Anonymous
    2023-10-27T16:21:29+00:00

    Hi Claude Gout1,

    Thank you for posting in Microsoft Community.

    I am aware of the problem you're experiencing with your Surface Studio where the mouse pointer is stuck at the top of the screen. I am here to help and let us work on this together.

    There can be a number of reasons why your mouse pointer is stuck at the top of the screen. This could be an outdated or corrupt driver. If your mouse or touchpad drivers are outdated, they may cause problems with the cursor. something else could be malware or a virus, malware may interfere with the normal operation of your mouse. Or can be an issue with the display and touchscreen. Here are a few potential solutions that might help:

    1. Force the device to shut down and restart. Press and hold down the power button until your Surface shuts down and restart and you see the Windows logo screen (about 20 seconds), then release the power button.
    2. Run Surface Diagnostic Toolkit and make sure your device is up to date. Check if there are any pending updates available including optional updates. See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)
    3. Run the system file checker to check if there are corrupted system files that are just looping around causing this kind of issue to exist.  See Using System File Checker in Windows - Microsoft Support.
    4. Try a different mouse: try connecting a different one to see if the problem persists. This would help us determine if the problem is with the mouse or the device itself.
    5. Reinstall the touchscreen driver: Open Device Manager, expand Human Interface Devices, press and hold (or right-click)HID-compliant touch screen, and select Uninstall. Then restart your Surface – the driver will be reinstalled for you automatically once Surface Studio reconnects to the Internet.
    6. Manually update the drivers and firmware for your Surface.
      1. Go to Download driver and firmware for Surface, choose Surface Studio.
      2. Then click the link next to Surface Studio (1st Gen) then click Download on the next page.
      3. Choose the .msi file that matches your current OS Build and click Next.
      4. After downloading, run and install the .msi then Restart.

    You may also try the suggestions from this article Troubleshoot display problems with Surface Studio models - Microsoft Support.

    If problem persist and none of the solutions steps, you may need to reimage your Surface using a USB recovery drive. A recovery drive image lets you reset your Surface to its factory settings and can help you troubleshoot and fix problems with your Surface device. For more details, see Creating and using a USB recovery drive for Surface - Microsoft Support.

    I look forward to hearing from you.

    Kind regards,

    Lavenia

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