External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4

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Level 1

35 points

External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4

Subject says it all for the most part. I have an external USB hub connected to one on my Thunderbolt 3/USB-C ports on my MacBook Air early 2020 model running Catalina 10.15.4. At random times during the day (2-3 times a day) my Logitech G602 mouse and external Apple Keyboard will stop responding completely and only a reboot will restore functionality. The USB 2.0 HUB under System Information->Hardware->USB completely disappears until the MacBook is reported. Disconnecting/reconnecting the USB Hub does not resolve the issue. I have attached a screen capture of what the USB device looks like normally when things are working correctly. This MacBook Air has replaced a late 2019 MacBook Pro that was running Mojave and then Catalina 10.15.4 for the last 2 days of use. Using the same USB hub and external devices I did not experience this issue with that configuration. Granted I only was running Catalina for 2 days with the MacBook Pro 2019.

Things that I have tried to resolve the issue. Looking for additional suggestions to fix or troubleshoot the issue. I feel that my new MacBook Air is a big paperweight at this point.

Reset NVRAM
Reset SMC
Startup in Safe Mode
Ran Diagnostic check that came back clean.

Posted on May 11, 2020 10:38 AM

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Answer 1

Nov 4, 2020 2:27 PM in response to Jak0ps

i wonder if my issue is the same.

At random times my Logitech G700s mouse would freeze for 1-10 seconds and then return. I tried several usb hubs to no avail.

I've recently looked ant the system log and noticed that each time this happens i get the following log events :

MacBook-Pro xpcproxy[6210]: libcoreservices: _dirhelper_userdir: 557: bootstrap_look_up returned (ipc/send) invalid destination port

Can someone confirm they get these messages when the mouse freezes ?

BTW - my keyboard does not freeze and it's also usb 2 and it's connected via same HUB.

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Answer 2

Pselius

Level 1

4 points

Nov 22, 2020 4:28 AM in response to Retens

Very similar situation been happening for several months, possibly years - you know how you just 'work-around' the problem....

2014 MBP - (16GB i7 etc), Apple display on thunderbolt from MBP. Generally operate in clamshell mode. Apple magic mouse 1 and original keyboard (both from a 2009 iMac!). Gamer mouse, USB3 hub connected to a USB port on the apple display - it doesn't matter about the make/model of hub or mouse as this has happened with several makes - Microsoft, Razer, Corsair, ET, el cheapo etc, bluetooth, dongle, USB corded.

The mouse stops moving. I notice it most when waking the MBP but it has happened whilst I have been moving the mouse, so it will wake, move then stop moving.

I am able to get it working again by changing the USB port that the mouse is connected to, or switching between BT, dongle or USB which is the only reason I put up with it for so long. Sometimes I have to change ports twice.

It happens when I plug into the USB on the MBP directly. It happens when the hub is connected to the MBP directly. It happens when on bluetooth. It happens when on the dongle.

It never happens to the Apple keyboard or the Apple mouse (both bluetooth of course) - these always work fine.

I am always on the latest software so currently Big Sur, happened with the last 2-3 versions of macOS.

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Answer 3

Jul 12, 2020 10:00 PM in response to Jeffery Snell

SORRY - the MacBook Pro that IS working with the USB-C Hub is 2016 not 2019

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Answer 4

Unidocs

Level 1

4 points

Nov 25, 2020 11:21 PM in response to Retens

I had the same problem with my magic mouse2, connected to a MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports). I am always on the latest OS.

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External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4

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