Jun 25 2020 02:08 AM - edited Jun 25 2020 02:11 AM
Jun 25 2020 02:08 AM - edited Jun 25 2020 02:11 AM
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.
In theory, it's supposed to deliver power, 4K display, and touch-back (pen included) through a single USB-C 3.1 Gen-2 cable, and yet so far I've tried:
And yet, I'm always getting Power + 4K@60Hz display, but no touchback (nor pen).
If I connect through Miracast and plug the USB-C I can get both display and touch-back, but resolution is dismal and Miracast lag makes it hard to enjoy the "touch-pen" experience.
Is there anything I'm missing?
Any idea or advice?
Thanks in advance,
PS: Both computers detect a "Guest Touchback Board" input device, which shows in Device Settings, and both of them recognize the Surface Hub 2s as some kind of Touch panel with "limited functionality"
Jun 25 2020 02:24 AM
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?
Jun 25 2020 09:42 AM
Jun 25 2020 11:07 AM
If I understood it well, plug in the USB-C after the restart but would help if you could try both
Jun 26 2020 06:18 PM
Thanks for the info @Cezar Cretu
I'm afraid however, tried both ways with both computers (only one cable this time around).
Unfortunately, still the same issue (have 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.
Jun 29 2020 04:26 AM
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
Jul 02 2020 09:37 AM - edited Jul 03 2020 08:45 AM
@Cezar Cretu I just got a 10th gen NUK PC to try, and unfortunately still not working, with any of the 2 Surface Hubs 2S we have. Really wondering if there is anything our IT department may have configured that is preventing this thing to work.
For reference, I've tried the following 2 cables:
And the following 3 PC's
All of them are working with 4K displays (including the Hub2S), and with touch Full HD USB-C displays powered by USB-C but, for whatever reason, I can't get it on the Hub2S.
Regarding the cable you posted, was that a random link or are you confident it should work with that cable? If it should work I can try buying it in Amazon JP as a last trial before submitting the ticket.
Jul 03 2020 08:48 AM
@Cezar Cretu One last question, on top of my previous question on the particular cable you linked.
Could it be that touch&pen back don't work when using 60Hz ?
Jul 06 2020 12:17 AM
4K@60Hz is the output EDID from the Surface Hub to another device. Input is @30Hz .
Are you connecting the USB-C cable in the compute module? What happens if you switch to one of the USB-C side ports? This won;t have 4K resolution but it would help to understand if it's related to 4K resolution.
On the PC, can you see the Surface Hub in Device Manager?
Jul 07 2020 09:46 AM - edited Jul 07 2020 09:48 AM
@Cezar Cretu I tried quite a few more things on the Surface Pro 7 (W10 1903) today.
Please see the attached screenshots but, in short:
I'll try a bit more tomorrow on the Miracast-to-USB-C switch, out of curiosity, and even if this is certainly not how I expected the expensive Hub 2S to behave. It should really be plug & play for it to make sense.
I keep wondering if there isn't any software/firmware update that our IT might be blocking out of ignorance... Would appreciate if you have any info on that area.
Jul 09 2020 05:56 PM
@Cezar Cretu Actually, after so much testing on complicated scenarios, I have just discovered that Touch-back is simply not working at all.
I always had the USB-C plugged when using Miracast, so I thought that's how I was getting pen & touchback, but I just didn't know Miracast could do that without USB.
So in the end, I'll sum up my issue by:
I'd guess there are only three possibilities left:
I'd love to know if there is an easy way to find out the cause.
Jul 10 2020 01:40 AM
So to sum it up, you tried to use a single USB-C cable connected to the compute cartridge and to a laptop and touchback/inkback did not work. You also tried to use a HDMI cable and USB-C cable to another laptop and still no luck.
It should work seamlessly so it does look like something is blocking it. Can you please open a case so we can address this in a remote session? If you're in EMEA time, I'd be happy to give you a call
Jul 14 2020 06:40 AM
@Cezar Cretu Thank you for the follow up.
Unfortunately, I don't have the required admin rights on this tenant (which is in Japan, btw), but I will pass the info gathered here to the relevant instances, and hopefully they can get it fixed.
Jul 14 2020 07:51 AM
Unfortunately the time zone difference won;t be of help but my colleagues handling APAC will be happy to help