1. Hear directly from the Microsoft Surface support team
Microsoft Ignite 2016
5/13/2018 7:49 PM
BRK3155
Hear directly from the Microsoft Surface support team
David Beach, Supportability Program Manager
Scott McArthur, Supportability Program Manager
Tod Edwards, Senior Technical Advisor
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Microsoft Worldwide Partner Conference 2016
5/13/2018 7:49 PM
The Microsoft Devices Portfolio
Premium craftsmanship and design
Mobility of experience
(Re-) Inventing categories
Versatile form factors
Visit Us in the Expo Hall, MS
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3. Agenda Best practices for Surface
5/13/2018 7:49 PM
Agenda Best practices for Surface
Power
Dock and display
Wireless
Touch and pen
Surface deployment
Thermal
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Session objectives Learn how to make the most of your Surface devices
5/13/2018 7:49 PM
Session objectives
Learn how to make the most of your Surface devices
Get the latest updates and resources
Learn about best practices
Identify troubleshooting tips
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5. The Surface Team is listening
5/13/2018 7:49 PM
The Surface Team is listening
Microsoft Support
Works closely with Surface Product Team to report feedback based on customer cases, forum posts, and direct MVP feedback
Surface Product Team
Regularly provides new drivers and firmware to add additional features or address feedback with our products
Providing feedback
Open a support case
Post question in Surface forums:
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. Surface support online
Self-help
Organized by product, provides troubleshooting for top topics
Continuously reviewed and updated with new troubleshooting information
Delivers a list of popular topics
Recommended: View site before opening a support case

7. Opening a support case Consumer Support for Business
5/13/2018 7:49 PM
Opening a support case
Consumer
If you are a consumer, please use
to start support process
Support for Business
If you are a business, please use
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8. Surface updates Lots of recent updates Update history
5/13/2018 7:49 PM
Surface updates
Lots of recent updates
Make sure to apply updates as quickly as possible
Update history
Surface update history for all devices:
Keeping up on updates
Surface for IT Pros Blog:
Sign up for the Surface bulletin for IT Pros:
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. 5/13/2018 7:49 PM
Power
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10. 5/13/2018 7:49 PM
Power
Power settings
Connected Standby devices do not offer as many power configuration options
Let Windows manage
Balanced Plan is default
Windows 10 has more configuration options than 8.1. Display Off and Sleep are separate settings. Hibernate after timeout can be configured
Windows 10 supports Modern Connected Standby, which can be enabled or disabled
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. Deployment and power Custom images Old scripts
Make sure to enable hibernation timeout in power profiles (2 hours, 4 hours, or another threshold determined by you)
Old scripts
Do not use older scripts or group polices designed for non-uefi or connected standby (CS) capable systems to configure power settings. CS devices are very different

12. Battery General battery information Troubleshooting
Powercfg /batteryreport to see detailed info about battery and average life
Troubleshooting
In Windows 10 check battery usage
Powercfg /energy to see if any settings are negatively impacting power
Powercfg /sleepstudy to see information about connected standby sessions
Powercfg /srumutil. Energy Estimation Engine. View video for interpreting
For more information, attend session THR3068

13. Surface Pro 3 battery Surface Pro 3 low battery capacity
Microsoft Ignite 2016
5/13/2018 7:49 PM
Surface Pro 3 battery
Surface Pro 3 low battery capacity
Symptom: The device would not hold charge and had diminished battery capacity
Only affected limited number of devices
System Firmware Update 8/29/2016 released to correct.
Surface Pro Embedded Controller Firmware version
More information:
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14. 5/13/2018 7:49 PM
Dock and display
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. Dock Surface dock Cables and adapters 5/13/2018 7:49 PM
Firmware updates for DisplayPort in the dock has been released
Install via Windows update or use Microsoft Surface Dock Updater tool, which can also be used to check if the dock has been updated
Cables and adapters
High quality cables recommended
If using Surface Dock, make sure firmware is updated
Check monitors for updated firmware/bios
If using HDMI or DVI connectors, use adapters. Passive should work but Active is preferred for optimal resolutions
Leverage for recommended monitors, adapters, and troubleshooting the Surface Dock
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

16. Display scaling DPI discussion
5/13/2018 7:49 PM
Display scaling
DPI discussion
High DPI devices like Surface (other devices are susceptible to this also) can encounter scaling issues with Windows and applications when connecting to external monitor/projector that has different resolution than the device
Logout may be required to correct scaling for some applications
Windows version 1607 Anniversary Edition has new APIs that applications can leverage to address scaling issues
For more detailed information see the following blogs:
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. 5/13/2018 7:49 PM
Wireless
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

18. Wireless display (Miracast)
5/13/2018 7:49 PM
Wireless display (Miracast)
Interference
Some environments have many wireless electronic devices (projectors, printers, computers, headsets, specialized equipment, etc.)
Most non Wi-Fi equipment can operate on 2.4GHz
For best results in congested wireless environments, connect Surface to 5GHz wireless network to enable 5GHz wireless display
Video driver
Important to have latest Intel video driver for your Surface
Wireless driver
Important to have latest wireless driver for your Surface
Feature highlight:  If you are running Windows Version 1607 your Surface (or other device if supported) can be a Miracast receiver.  See “Projecting to this PC” in settings
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

19. Wireless bands Band preference setting Default is Auto
5/13/2018 7:49 PM
Wireless bands
Band preference setting
Default is Auto
Auto prefers 5GHz unless 5GHz is a significantly weaker signal than 2.4GHz
Manually set 2.4GHz or 5GHz if necessary in your environment
5Ghz Only can cause issue getting connected to Miracast
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20. USB 3.0 and 2.4GHz interference
5/13/2018 7:49 PM
USB 3.0 and 2.4GHz interference
Symptoms
Wireless stops working when USB 3.0 device is connected
Wireless performance is lower than expected
Cause
All electrical devices can generate RF. Commonly reported with external USB devices (especially hard drives) that are poorly shielded 
Related to USB 3.0 and 2.4GHz interference outlined in Intel Whitepaper
Desense is the algorithm that checks to ensure we can transmit without impacting other wireless equipment
Algorithm can be mandated by a government agency
Seen more in Europe where they have aggressive algorithm for all devices manufactured since Etsi.org. EN
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

21. 5/13/2018 7:49 PM
Touch and pen
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22. Display and touch Lid closed scenarios Expected behaviors
Microsoft Ignite 2016
5/13/2018 7:49 PM
Display and touch
Lid closed scenarios
When connected to Surface Dock, you want device lid closed but device stays On
Expected behaviors
Surface Pro 3: When lid is closed, device display and touch are still enabled
Surface Pro 4/Surface Book: When lid is closed, device display and touch are disabled
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

23. Touch Ghost or phantom touch Troubleshooting Can be caused by:
5/13/2018 7:49 PM
Touch
Ghost or phantom touch
Can be caused by:
Specific software applications or drivers
Electromagnetic interference (old CRT’s, cabling, etc.)
Altitude and temperature extremes
Damaged device (dropped but not broken)
Troubleshooting
Install latest Windows and Surface updates
Update application if specific to one application
Update drivers that may impact touch
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

24. Pen Surface Pro 3/Surface 3 pen Surface Pro 4/Surface Book pen
5/13/2018 7:49 PM
Pen
Surface Pro 3/Surface 3 pen
2 side buttons
AAAA and size 319 coin cell battery
Inking/Buttons don’t work: Replace AAAA
Top button doesn’t work/Pairing light doesn’t come on: Replace Coin
Replacement tips can be ordered at DeviceSupport:
Surface Pro 4/Surface Book pen
Single button with flat edge
AAAA battery
When replacing battery, be careful to not over tighten cap
See the following video for more information video
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

25. Pen features
Windows Version 1607
Pen settings moved into Windows

26. Surface deployment 5/13/2018 7:49 PM
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

27. Surface deployment Solution Deployment Accelerator (SDA)
5/13/2018 7:49 PM
Surface deployment
Solution Deployment Accelerator (SDA)
Free tool. Quick and simple tool to reimage Surface devices
Based on Microsoft Deployment Toolkit, but more focused on Surface devices
Microsoft Deployment Toolkit 2013 Update 2 (MDT)
Option for customers who are already using MDT
System Center Configuration Manager
Option for customers who are already using System Center Configuration Manager
Usually used in conjunction with MDT
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

28. Surface drivers ZIP vs MSI Surface Ethernet drivers Driver guidance
5/13/2018 7:49 PM
Surface drivers
ZIP vs MSI
.zip=bare metal installs. Import into MDT, SCCM, etc.
.msi=update existing devices
Surface Ethernet drivers
To find latest drivers use the Windows Update Catalog. View Blog
Driver guidance
Use selection profiles or other methods to limit drivers injected or installed on images deployed to Surface
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

29. Surface driver downloads
Microsoft Ignite 2016
5/13/2018 7:49 PM
Surface driver downloads
Surface drivers
Surface Pro 1 driver download:
Surface Pro 2 driver download:
Surface 3 driver download:
Surface 3 LTE for AT&T:
Surface 3 LTE for non-AT&T:
Surface 3 LTE for regions outside NA:
Surface Pro 3 driver download:
Surface Pro 4 driver download:
Surface Book driver download:
Surface Ethernet drivers
Latest Surface Ethernet drivers:
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

30. Surface app Sideloading Surface app
Microsoft Ignite 2016
5/13/2018 7:49 PM
Surface app
Sideloading Surface app
To sideload the Surface app (or any other app) use the Windows Store for Business to download the app
Then use Dism/Powershell to sideload the application, any prerequisites, and license
See Deploy Surface App with Windows Store for Business for additional information
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

31. Surface deployment - how-to
5/13/2018 7:49 PM
Surface deployment - how-to
Deployment walkthroughs
Good starting point for all deployment content
Deploy Windows 10 to Surface Devices with Microsoft Deployment Toolkit
Manage Surface Driver and firmware updates
Upgrade Surface devices to Windows 10 with Microsoft Deployment Toolkit:
Deploy Windows 10 to Surface devices with Microsoft Deployment Toolkit:
Step by Step: Surface Deployment Accelerator
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

32. Surface admin tools Surface Enterprise Management Tool (SEMM)
5/13/2018 7:49 PM
Surface admin tools
Surface Enterprise Management Tool (SEMM)
Used to manage UEFI settings on SP4 and Surface Book
For Surface Pro 3 use Surface Pro 3 Firmware Tools
Surface Data Eraser
Secure wipe tool for SP2, SP3, S3, SP4, SB
Issues command to device to do Secure wipe
Surface Diagnostic Toolkit
Diagnostic tool that runs through suite of tests for SP, SP2, SP3, S3, SP4, SB
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

33. 5/13/2018 7:49 PM
Thermal
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

34. Thermal Behavior Troubleshooting
5/13/2018 7:49 PM
Thermal
Behavior
It is normal that device may become warm during normal use. Complies with the user accessible surface temperature limits defined by the International Standard for Safety of Information Technology Equipment (IEC )
Fan running is normal. We have made some tweaks to fan speed algorithm to help. More prevalent on initial bootup of new install where Windows is installing updates, indexing, or when installing firmware updates
If device does reach thermal limit, it shuts down and you see thermometer icon on bootup
Troubleshooting
Excessive fan running or warmth outside of normal usage can be caused by application/service/driver that is pegging CPU or disk
Use Task Manager or Process explorer to determine
Powercfg /energy /duration 120 while in state will also point what process is at fault
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

35. Key takeaways Microsoft is listening Harness our updates
5/13/2018 7:49 PM
Key takeaways
Microsoft is listening
Microsoft Support
Microsoft Surface Product Team
Online Support Case Forums
Harness our updates
Avoid headaches by applying new updates quickly and staying up to date
Utilize best practices
Get the most out of your Surface devices
Note and use key tools, features and resources
Power, dock and display, wireless, touch and pen, Surface deployment, thermal
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

36. Microsoft mechanics on YouTube
Learn more about Surface in these videos
Behind the design: Surface Pen and screen interaction
The design and performance of Surface Pen, an engineer's tour
Redefining the Laptop: An engineer’s tour of Microsoft Surface Book
Updating the Surface Dock, Your Options
Tour of the New Microsoft Surface Dock
Simplifying Surface imaging with the Surface Deployment Accelerator
An Engineer Guided Tour of Surface Pro 4
Troubleshooting Surface power management during modern standby
Understanding Surface Power Management with Modern Standby in Windows 10
Migrating your Surface to Windows 10, with Windows in-place upgrade
How to manage and update your drivers and firmware for Surface
Bonus link Tour Microsoft Building 87(Surface) with Panos Panay and Ben Rudolph

37. Questions Microsoft Ignite 2016 5/13/2018 7:49 PM
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

38. Get in the game with Microsoft devices at Ignite
Attend the next Breakout Sessions
SESSION ID
SESSION TITLE
DATE/TIME
LOCATION
BRK3312
Explore behind-the-scenes of Microsoft devices with our engineers
9/28
10:15 – 11:00
C101
BRK2175
Leverage Surface as a Service to simplify your IT needs
11:30 – 12:15
A305
Visit Us in the Expo Hall, MS
Experience our devices hands-on
Join our Theater sessions
Ask the Experts
Experience a HoloLens live demo
Swap your session ticket stub for a wristband to join our Fan Night on Wednesday

39. Score a Surface Pro 4! Microsoft Device Promotion We are giving away
The more sessions you attend, the more chances you have to win!
We are giving away
1 device per breakout session
1 device per day for theater sessions
Drawings are held daily in the Expo Hall, MS,
Arrive 15 minutes before the Expo Hall closes
All who are present at the drawing will receive entry to Microsoft Surface Fan Night on Wednesday
MUST BE PRESENT TO WIN

40. Microsoft Worldwide Partner Conference 2016
5/13/2018 7:49 PM
Stay connected after Ignite
JOIN
Qualify to become a Windows & Devices for IT MVP? Visit: mvp.Microsoft.com
Subscribe to the Surface IT Pro Bulletin through TechNet
SEARCH
AskCore Blog #Surface
Surface Blog for IT Pros
Surface Support for Business
SKILL UP
Watch the Surface Playlist on Microsoft Mechanics Youtube
Take Microsoft Devices course on Microsoft Virtual Academy
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

41. Please evaluate this session
5/13/2018 7:49 PM
Please evaluate this session
Your feedback is important to us!
From your PC or Tablet visit MyIgnite at
From your phone download and use the Ignite Mobile App by scanning the QR code above or visiting
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

42. Thank you Microsoft Ignite 2016 5/13/2018 7:49 PM
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

43. 5/13/2018 7:49 PM
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.