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Arc Mouse on Surface Pro X keeps "freezing". Cursor still works with the keyboard.

Anonymous
2020-06-20T17:23:46+00:00

I can't seem to find any answers here.....

The mouse keeps freezing every few minutes. The Device settings says it is working properly. All bluetooth and mouse drivers are updated. Windows is updated. Metered connection is turned off. Power management button has been un-selected. It seems to only happen when I'm on my cellular/SIM card for data.

It is extremely frustrating as I do a lot of home plan design work and using the finger pad on the keyboard takes FOREVER.

Surface | Surface Pro | Install and update

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  1. Anonymous
    2020-06-20T20:36:35+00:00

    I can't seem to find any answers here.....

    The mouse keeps freezing every few minutes. The Device settings says it is working properly. All bluetooth and mouse drivers are updated. Windows is updated. Metered connection is turned off. Power management button has been un-selected. It seems to only happen when I'm on my cellular/SIM card for data.

    It is extremely frustrating as I do a lot of home plan design work and using the finger pad on the keyboard takes FOREVER.

    I have exactly the same problem. I reset/restore Windows 10 and tried Windows 10 version 1903 and 1909. The problem persists. I changed the device under warranty-the problem remains.

    This only happened after latest May Surface pro X firmware. My Bluetooth  headphone(Bose SoundSport wireless) also stutters/disconnects randomly.

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  2. Anonymous
    2020-06-22T11:41:27+00:00

    I have been in touch with Microsoft support. The advice given to me was exchange for a new device-which is done already and the new device have exactly the same problem or perform a factory restore with restore image-that is already done also. 

    I asked for previous firmware version as I did not have this problem before the latest firmware update. I was told that they will email me the drivers(You cannot download firmware/drivers from Microsoft support site) which did not happen. I contacted support again and I was told that I will be transferred to Surface Team but no response/reply.

    You can expect problem with software but at least you would expect firmware to be thoroughly tested for basic function such as Bluetooth connection.

    Microsoft's  own Bluetooth arc mouse not working with their latest device, Seriously??

    2 people found this answer helpful.
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  3. Anonymous
    2020-06-24T12:17:36+00:00

    I have exactly the same problem on my Surface Pro x....! Microsoft pls fix!

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  4. Anonymous
    2020-07-21T09:20:29+00:00

    Exact same issue here. Occurs anytime I'm connected through cellular/SIM card.

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  5. Anonymous
    2020-07-21T10:09:55+00:00

    Since a few months  I have the same. Surface Arc mouse stuttering and unresponsive every 10 secs or so. Extremely annoying. Initially didnt occur, only in recent months. Triggered by comments on this thread I disabled the Mobile/4G connection, and it seems to have resolved the issue. Also bluetooth streaming to a Bose Soundlink Speaker was interrupted every so many seconds.  Can't believe this is so crappy. I need the mobile connection since Im travelling a lot, very annoyed by this.

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