Feb 01 2022 10:47 AM
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.
Feb 01 2022 06:37 PM - edited Feb 01 2022 06:38 PM
We have 10 Surface Hub 2S 50" devices, and we have the overheat issue on 4 of them, 1 (other) has a bad display, and the other 5 haven't failed (yet). The overheating issue just started in the past four weeks.
We use the SteelCase mobile cart and, usually, the APC UPS battery. 2 of the 10 of those have failed too.
We're starting the process of Microsoft calls.
Feb 02 2022 12:34 AM
Wow 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).
Feb 02 2022 05:31 AM - edited Feb 02 2022 05:32 AM
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 joined
Feb 02 2022 05:46 AM
@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
Feb 02 2022 06:25 AM
Got a case open with Microsoft, will report back with any findings.
Feb 03 2022 01:44 PM
@Jon Gertken We've opened a case as well for our overheating issues. Thanks for posting this!
Feb 15 2022 09:02 AM
Feb 15 2022 11:23 AM
Feb 15 2022 11:43 AM
Feb 15 2022 12:34 PM
Feb 24 2022 12:44 PM
@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.
Mar 17 2022 09:04 AM
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.
Apr 06 2022 12:12 AM
Apr 06 2022 05:15 AM
May 18 2022 12:24 PM
May 18 2022 12:38 PM
May 18 2022 01:03 PM
May 19 2022 12:30 AM - edited May 19 2022 12:33 AM
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