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Microsoft

IT Pros managing Skype Room Systems v2 devices based on Surface Pro may have encountered an issue where a Low Battery warning appears even though the device is connected to a power source and fully charged.  In such cases, the Low Battery warning can be dismissed by pressing and holding the power button for 20 seconds or longer.  Hard rebooting in this manner should prevent reoccurrence of the issue for a month or more.  A fix is being investigated and tested to address this issue.  I'll keep you apprised on this blog once the update is made available.

24 Comments
Senior Member

actually, i have updated the smartdock firmware. so far its not happening but will monitor again maybe next month.

Contributor

We have seen this on several SRS and I'm not sure the problem goes away for a month or so after a hard reboot, as I think my customer has seen it repeatedly on the same SRS. We are trying a rebuild from USB and SmartDock firmware upgrade to see if it improves the situation.

 

This is mixed in amongst other issues of the SRS hanging with no further SRS app activity and also version 1709 prompts appearing on the screens.

 

Jed

New Contributor

Speaking of other issues, we still see SRSs disconnect from Skype when idle for a few hours, with the message "Reconnecting..." Very intermittent but enough to cause disruptions to meetings. MS Premier Support wasn't able to figure out a fix.

Deleted
Not applicable

We've seen this happen to a Surface Pro 2017 unit once. Ended up having to disassemble the Logitech enclosure and disconnect the dock then reconnect it to get it working again.

 

Haven't seen that issue happen since, very weird. Some units we find aren't charging either, like they're perpetually stuck at 80% charge and say "Not charging". The charge never goes up or down, updating the SmartDock firmware usually fixes this.

Senior Member

Please keep me up to date....

Contributor

@David Groomis it worthwhile logging a call to keep some pressure on this resolution and to keep up to date/input further info?

Microsoft

@Jed Ellerby I'll defer to you on logging a support ticket - particularly in the case if you think the symptoms don't match exactly any issues you may be seeing.

Senior Member

@David Groom Any updates on this issue? It is popping up pretty frequently in my organization. At least once a day across 40-50 devices.

Deleted
Not applicable

@Joshua FriasHave you updated the SmartDock firmware on these units to the latest version? We had this issue once and updated the firmware on the SmartDock, haven't seen it since.

 

You can find the SmartDock firmware at http://support.logitech.com/en_us/product/smartdock/downloads the latest version is from the 7th of June.

Senior Member

@Deleted This happens on Crestron and Logitech units. We've also had this problem with people just use Surface Pros as their normal machine. It is definitely a firmware issue on the machine.

Deleted
Not applicable

@Joshua FriasOddly enough in the last week we've had 2 SRS units pop up with this issue, which is a sharp increase in the frequency. Power button fix doesn't do the trick, I end up having to pull the plug on the SmartDock then shove it back in. They all have the latest SmartDock firmware updates.

 

So, yeah.. agreed, the Surface Pros are at fault. It seems like after a long time being plugged in the dock connection fails and it drains its battery, I'm looking at adding battery % monitoring to try and pre-empt these failures. If you have OMS you might be able to do the same since it's just a WMI query.

Senior Member

@Deleted Ours have near 100% battery most of the time when this happens, but it still requires us to power down whatever dock they are attached to whether it be crestron or logitech. It seems to happen for no reason on their nightly reboot.

Senior Member

its happening again even the smartdock firmware gets updated :(  ours is surface pro 2017

 

@David Groom when will be the fix for this ? 

Contributor

This is apparently fixed in the OS 1709 update with updated drivers. I've not found a definitive statement but there was a tweet from an MS person stating it was fixed in this release. I've yet to see if it's fixed, only time will tell!

 

https://blogs.technet.microsoft.com/surface/2018/07/28/updates-for-surface-pro-26-july-2018/ 

 

I would expect this is the key driver update:

 

Microsoft Surface ACPI-Compliant Control Method Battery v1.2.28.0 improves system stability

Senior Member

@Jed Ellerby have you apply this driver update? 

Contributor

We've not specifically applied it and the assumption is it would be rolled out by Windows Update so should be out there already. We've not had chance to validate whether the driver is rolled out or if the issue has been resolved, but I was hoping a discussion would follow with somebody confirming they believe the issue is resolved. It's such a long gap between instances occurring then I think it takes a while to really validate this one.

Senior Member

anyway i have try update it. Normally the issue will reoccur after a month again. lets see this september

Senior Member

any news here? The month is over :)

Senior Member

so frustrating, it still happening to some device :(  why is this happening.

Microsoft

@rodelmurex Please describe the nature of the issue you are currently seeing including Windows 10 version and SRSv2 application version. 

Occasional Contributor

We still face this issue and opened a support ticket

Senior Member

up on this.  we are still facing this issue ,every month.

Microsoft

@rodelmurex - To confirm, have you updated your Surface Pro to latest drivers and firmware?  

Senior Member

yes firmware updated  .  i jsut got feedback from microsoft they told us that the windows 10 version should  be updated to 1709 or 1803 and run windows update which i did already. I will share my screen to them later then. The reply is below :( but i already update the surface pro firmware. Let me ask him to double check my device. 

 

 

thanks for answering my call. Here is the detailed information for your reference.

 

The battery icon issue was identified on our end as a failure in the SAM firmware of the Surface pro. The new firmware addressing that issue was released on 07/26 and requires the Windows 10 fall creators update Version 1709 and above. The upgrade path for the SRSv2 systems is to 1st update to at least SRS 3.1.112 in order to be able to install Windows10 1709 and finally install our new firmware. The firmware is available via Windows update. The MSI file (SurfacePro_Win10_16299_1805007_0.msi) can be downloaded from https://www.microsoft.com/en-us/download/details.aspx?id=55484

 

Any concern just let me know.