Forum Discussion
Surface Hub 2S Overheating
Has anyone else out there come across the Hub 2S overheating? Basically the device will shut down mid use, then come up with a black screen with a thermometer icon. Eventually it will come back up normally but it's been disruptive to meetings.
These are all the 55" 2S model using the "Microsoft Approved" Steelcase Roam wall mount. To me this seems like a design flaw with the mount itself. I know the Hubs have an airflow intake/output on the top and bottom of the back CPU component, but this mount essentially puts the device flush against the wall and any heat that radiates off the back essentially just redirects back to itself.
Mainly curious if anyone else has come across this and what they might've done to remedy it.
Jon Gertken We are still seeing this issue. I think it is linked to Teams and 22H2 in particular and the amount of grunt required to keep it stable with all the new updates and changes.
- cezarcretu
Microsoft
cezarcretu Hi Cezar are there any updates on this issue? Our Surface Hub 2 has overheated four times this year. Thank you.
- Microsoft has had our ticket, with 4 overheating Surface Hubs, open for going on 2 months now. No information or response from them on what's wrong yet.
- 1.5 months later. We've had the MS ticket open since February. No actions, no ideas. They state that it shouldn't reoccur on the SHs, but we've one that it's happened 3x on, and they've no resolution.
We also have problems with them simply shutting down - in the middle of a Teams call, during Windows Updates, or who knows when. No warning, no thermometer gauge icon (so it's another, different issue) - just a complete shutdown. So disappointing.
We don't plan to buy any more. The perception around here is they're not reliable.- Create the logs for your Hubs that are overheating. Unzip the log file and look for the system events log. I was able to show my support rep that my Hub was overheating by showing him the thermal events being logged in event viewer. A lot of the support reps haven't really ever done any actual tech support before so...... I thought I would give my guy some help.
We are experiencing similar issues with several of our Hubs. Also using the Steelcase. All have been plugged in and then just blacked out after about 45 minutes.
- Same here, yesterday i heard of this for the first time and we're using the Surface Hubs 2S for more than 1,5 years (wall mounted). Right now we're trying to get the big pictures, how many devices are affected. I'm just a bit sceptic why this is getting on the table the last few month and before it wasn't a thing - a buggy driver / firmware update maybe?
Jon Gertken We have a Surface Hub 2S 55" that just started exhibiting this today, about 40 minutes into a 5 hour call with one of our executives. Luckily everyone has their work laptops also, but it definitely was not expected. Have had long calls, played back high-def content, screen shares, etc. And never had this issue before this month.
Mounted on the proprietary rolling mount with APC battery.- I have about around 70 Surface Hubs on campus. I've had that heat issue with two of them so far. Create a ticket with MS and get it replaced. There is nothing you can do, they will send out a tech to take it apart and replace the fans and heatsink.
- I have had similar over heating issue as well with a Hub2s and just out of warranty, half of the display went black so had to get the unit replaced. I suspected the over heating was because of the APC UPS battery so once I got the Hub2s repaired I have disconnected the UPs battery and connecting power directly to the Hub2s.
dcl191 do you remember the Hub2s you had the bad display was using the APC UPS battery? Got a case open with Microsoft, will report back with any findings.
Jon Gertken We've opened a case as well for our overheating issues. Thanks for posting this!
- cezarcretu
@Hello Jon Gertken SurfaceHub2S dcl191,
Microsoft has been investigating reports of this issue, however, due to the low impact we haven't been able to understand this issue well enough. It has been determined the event results in no harmful impact on the devices and in a vast majority of the cases, the issue never appears again. In virtually all reported instances to date a device reboot restores the device to a proper working state and the issue should not repeat again.
However, it looks like this is still an ongoing issue and it would be best if you could open a case with support to investigate this further
Thank you,
Cezar
Same - 2 wall mounted devices in different cities out of a total of 30 devices - only started on the 1st - never had before.
Running 10.0.19042.1466
Azure AD joinedWow that is not good.
I have never experienced anything like this. I have a Surface Hub that I use for a lot of demonstrations, so it is being handled quite tough - In and out of my small car more than 100 times. Started from freezing cold lots of times. But I have never had any experience of overheating. Not either heard it from any customer (working with distribution in the Nordics).
