Surface Pro9 + dock - Mouse & keyboard lag / freeze

Anonymous
2023-06-30T20:02:36+00:00

For my work computer I have a surface pro9/I7/256/16GB, windows 10 with surface dock 1 and dock 2 and notice as many others have, that the keyboard and mouse will freeze/lag and then continue to work. This had also happened on my 7+ but the way I got around that one was to put the USB receiver in the surface itself not the dock. The docks and surfaces have all been updated with all available drivers and firmware and still the issue persists. The thing about the pro9 is that moving the USB receiver to the surface (using a C-A adapter) doesn't solve the issue anymore. Now it appears to be the docks themselves. As soon as the surface dock 1 or 2 is connected to the surface the lag/freeze issue starts, remove the dock and have the keyboard/mouse receiver attached to the surface, no issue everything works fine, except not having my monitors and other devices. I am using Logitech hardware (tired 3 different mice all Logitech) with the unifying receiver and an older mouse with a different receiver and still the issue persisted. Tried uninstalling Logitech software and drivers and letting windows handle it, still didn’t fix the issue. I have tried the CMD prompt method suggested in " Surface Book 4 + dock - Mouse & keyboard lag / freeze" question board and that didn’t work for me as it did for others. I believe the issue is with the docks and compatibility with the Pro9 and Pro7+. I have a Thunderbolt 4 dock on the way so we shall see if this works without issue. Kind of sad that Microsoft hardware doesn't work with itself, almost forcing one to purchase new hardware. All dock compatibility should be built into every new surface, especially if Microsoft keeps providing the connection for the older docks.

Surface | Surface Pro | Performance and maintenance

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  1. Anonymous
    2023-06-30T22:48:19+00:00

    Hi Dallas Anderson1,

    Thank you for reaching Microsoft Community.

    Based on your description, we understand that you have a Surface Pro 9 connected to Surface Dock 1 or 2 then connecting the USB-receiver of your Logitech mouse and keyboard to the dock and it causes the Surface to lag or freeze.

    Kindly try these steps below and see if the issue persists:

    Connect the dock to the Surface with the USB-receiver connected

    Open Device Manager

    Expand Universal Serial Bus Controllers

    Double-click on all the drivers listed under

    Check if Power Management tab is available on each drivers

    If yes, go to the Power Management tab then uncheck the box for the "Allow the computer to turn off this device to save power" option

    Click OK

    Kind regards,
    Marrion

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  2. Anonymous
    2023-06-30T23:01:31+00:00

    Hi Marrion,

    No, from all my trouble shooting the issue isn’t with the USB receiver, it’s with the dock(s) them selves. Even with the USB receiver removed from the dock, using the surface keyboard and touch pad, I still have the issue. Simply attaching the dock using it simply as a charger still causes the lag/delay. Seems the issue is surface/dock compatibility. This is why I am going to try the Thunderbolt 4 dock and see what happens.

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  3. Anonymous
    2023-07-04T19:09:48+00:00

    Hi Dallas Anderson1,

    Thank you for the response and sorry to hear that issue persists with the Surface Dock 1 or 2. Please let us know how it goes with the Thunderbolt 4 dock once you receive it and tested on the device.

    Kind regards,

    Marrion

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  4. Anonymous
    2023-07-04T22:24:51+00:00

    Hello Marrion,

    It seems the problem still persists with Thunderbolt 4 Dock. I had the surface pro firmware version "SurfacePro9_Win10_19044_23.044.40192.0" installed and have now removed it to see if that helps. Almost seems as though the screen is freezing. I don't know but this is quite frustrating. For some more details on the machine, it is a Pro9, Windows 10 22H2, Build 19045.3086.

    I've captured what is happening on screen record to show what I am talking about. Note the delay when I reach cell "I39", it then catches up to the repeated inputs. This happens on all screens, programs etc. Its as if the display is freezing as this only happens when docked, does not happen with the surface only.

    https://drive.google.com/file/d/1ioO5OmWG3n6JeIzuS1N1G4TMitx5YMeT/view?usp=sharing

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  5. Anonymous
    2023-07-19T22:49:20+00:00

    Hi Dallas Anderson1,

    Apologies for the long delay in getting back and sorry to hear that same behavior is experienced in using the new Surface Thunderbolt 4 Dock. For this case, I highly suggest reaching out to our live support for further assistance on this and for us to also investigate on the device. You may reach our live support through these steps:

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

    In case needed, you may also see this forum article by Barb Bowman for more details in getting phone or chat support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

    Kind regards,
    Marrion

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