Forum Discussion

Iron Contributor

Jun 25, 2020

Touchback not working with USB-C display (Surface Hub 2S)

We just got two Surface Hub 2S at work, but I've been unable to make touch-back work on a single USB-C cable. https://docs.microsoft.com/en-us/surface-hub/surface-hub-2s-connect, it's supposed to...

cezarcretu

Microsoft

Jun 25, 2020

Hello Daniel,

This is something we're looking at. Seems like this happens after the device resumes from sleep. Can you try to restart just to confirm that you have the same behavior?

Thank you,

Cezar

dgr4it

Iron Contributor

Jun 25, 2020

Should I keep the USB-C plugged when restarting ?
Or simply ensure I plug the USB-C cable after a fresh start ?
(I'll check it out tomorrow morning Japan time)

cezarcretu
Microsoft
Jun 25, 2020
hi dgr4it,

If I understood it well, plug in the USB-C after the restart but would help if you could try both

Thank you,

Cezar
- dgr4it
  Iron Contributor
  Jun 27, 2020
  Thanks for the info cezarcretu
  I'm afraid however, tried both ways with both computers (only one cable this time around).
  Plug the USB-C cable after a fresh start (power from shutdown)
  Plug the USB-C while shutdown, then start the Surface Hub 2S
  Unfortunately, still the same issue (have mailto:4k@60Hz video and power delivery, but touchback not working despite being recognize as "Guest Touchback Board" in the PC side.
  
  Wonder if there might be a firmware update dealing with these issues, but since I have no admin rights to the Hub it's hard to tell if it's up to date or not.
  - cezarcretu
    Microsoft
    Jun 29, 2020
    Hello dgr4it,
    
    Could you try with another USB-C cable or test with another device?
    
    If this returns the same behavior, kindly open a support case to investigate
    
    Thank you,
    
    Cezar