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Jon Gertken's avatar
Jon Gertken
Brass Contributor
Feb 01, 2022

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 no...
Surface Hub
dcl191's avatar
dcl191
Copper Contributor
Apr 06, 2022
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.
dcl191's avatar
dcl191
Copper Contributor
May 18, 2022
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.
  • jmarquez's avatar
    jmarquez
    Copper Contributor
    May 18, 2022
    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.
    • dcl191's avatar
      dcl191
      Copper Contributor
      May 18, 2022
      The issue is that Microsoft freely admits they have an overheating icon - they just won't do anything about it.

      "It" is the thermometer icon appearing, sometimes mid-meeting, on the SH devices.

      To be clear: this has happened once on 3 of 4. For those, Microsoft says it likely won't recur, so we shouldn't worry about it. Techs won't put it in front of senior leadership due to it being unreliable. 1 of the 4 had this happen 3x; MS is still 'investigating", but it's been going on 5 months of a complete waste of time; they have no solution.

      The most recent black screen shutdown (which is different from a thermal error on the screen) happened on just one SH, and we've raised the issue with Teams Rooms support, as it is enrolled in our Teams Rooms Premium service, and thus most troubleshooting goes to Microsoft. Can't wait to see what they find. 🙂
      • cezarcretu's avatar
        cezarcretu
        Icon for Microsoft rankMicrosoft
        May 19, 2022

        Hello everyone,

         

        I would like to apologize for the issue and experience you are having with the Surface Hub overheating issue. This is an issue we have given a lot of attention from engineering and although we can't share much information as it's not really relevant.

        The conclusion from the investigation was indeed that the device is getting a false-positive temperature alert and restarting the device should bring it back to a working state. 

         

        Microsoft is aware of an issue with a small set of Surface Hub 2S devices that restart unexpectedly and display the thermal icon on boot. Surface engineering has determined the event results in no harmful impact to the Surface Hub 2S and in a vast majority of the cases, the Hub just needs a reboot before returning to normal operation. The engineering team is working on a firmware update to increase the thermal event triggers to known safe limits, as well improving the telemetry around such events to identify the root cause behind them. Should the issue persist or reoccur please let us know and we will investigate and take additional action if necessary.

         

        As the above message states, this is still an ongoing investigation to understand why this issue happens and we are working on improving the logging on the Surface Hub to make this happen. Firmware updates are scheduled in the near future to help us resolve this issue.

         

        Thank you,

        Cezar 

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