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Merge pull request #2303 from CoveMiner/surface-devices-jkaiser

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Adds contact support link to troubleshooting pages
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Kelly Baker 2020-03-17 14:08:51 -07:00 committed by GitHub
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8
devices/surface-hub/device-reset-surface-hub.md
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@ -90,7 +90,7 @@ On rare occasions, a Surface Hub may encounter an error while cleaning up user a
1. Use the power switch to turn the Surface Hub back on. The device starts and displays the Surface Hub Logo screen. When you see spinning dots under the Surface Hub Logo, use the power switch to turn the Surface Hub off again.
1. Repeat step 3 three times, or until the Surface Hub displays the “Preparing Automatic Repair” message. After it displays this message, the Surface Hub displays the Windows RE screen.
1. Repeat step 3 three times, or until the Surface Hub displays the "Preparing Automatic Repair" message. After it displays this message, the Surface Hub displays the Windows RE screen.
1. Select **Advanced Options**.
@ -115,6 +115,12 @@ On rare occasions, a Surface Hub may encounter an error while cleaning up user a
![downloading 97&](images/recover-progress.png)
When the download finishes, the recovery process restores the Surface Hub according to the options that you selected.
## Contact Support
If you have questions or need help, you can [create a support request](https://support.microsoft.com/supportforbusiness/productselection).
## Related topics

13
devices/surface-hub/miracast-troubleshooting.md
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@ -21,13 +21,13 @@ In traditional Miracast, the projecting device will connect the access point set
- The first step is an initial connection using 2.4GHz.
- After that initial handshake, the projecting device sends traffic to the monitor using the wireless channel settings on the monitor. If Surface Hub is connected to a Wi-Fi network, the access point, it will use the same channel as the connected network, otherwise it will use the Miracast channel from Settings.
There are generally two types of issues with Miracast to Surface Hub: [connection](#connect-issues) and [performance](#performance-issues). In either case, it is a good idea to get a general picture of wireless network activity in the Surface Hub’s location. Running a network scanning tool will show you the available networks and channel usage in the environment.
There are generally two types of issues with Miracast to Surface Hub: [connection](#connect-issues) and [performance](#performance-issues). In either case, it is a good idea to get a general picture of wireless network activity in the Surface Hub's location. Running a network scanning tool will show you the available networks and channel usage in the environment.
## Connect issues
Ensure both Wi-Fi and Miracast are both enabled in Settings on Surface Hub.
If you ran a network scan, you should see Surface Hub Miracast listed as an access point. If Surface Hub’s Miracast network shows up on the scan, but you cannot not see it as an available device, you can try to adjust the Miracast channel used by Surface Hub.
If you ran a network scan, you should see Surface Hub Miracast listed as an access point. If Surface Hub's Miracast network shows up on the scan, but you cannot not see it as an available device, you can try to adjust the Miracast channel used by Surface Hub.
When Surface Hub is connected to a Wi-Fi network it will use the same channel settings as the Wi-Fi access point for its Miracast access point. For troubleshooting purposes, disconnect Surface Hub from any Wi-Fi networks (but keep Wi-Fi enabled), so you can control the channel used for Miracast. You can manually select the Miracast channel in Settings. You will need to restart Surface Hub after each change. Generally speaking, you will want to use channels that do not show heavy utilization from the network scan.
@ -42,7 +42,7 @@ It is also a good idea to ensure the latest drivers and updates are installed on
Next, ensure Miracast is supported on the device.
1. Press Windows Key + R and type `dxdiag`.
2. Click “Save all information”.
2. Click "Save all information".
3. Open the saved dxdiag.txt and find **Miracast**. It should say **Available, with HDCP**.
### Check firewall
@ -63,7 +63,7 @@ On domain-joined devices, Group Policy can also block Miracast.
### Check event logs
The last place to check is in the Event logs. Miracast events will be logged to **Wlanautoconfig**. This is true on both Surface Hub and the projecting device. If you export Surface Hub logs, you can view Surface Hub’s Wlanautoconfig in the **WindowsEventLog** folder. Errors in the event log can provide some additional details on where the connection fails.
The last place to check is in the Event logs. Miracast events will be logged to **Wlanautoconfig**. This is true on both Surface Hub and the projecting device. If you export Surface Hub logs, you can view Surface Hub's Wlanautoconfig in the **WindowsEventLog** folder. Errors in the event log can provide some additional details on where the connection fails.
## Performance issues
@ -75,7 +75,10 @@ Channel switching is caused when the Wi-Fi adapter needs to send traffic to mult
If Surface Hub and the projecting device are both connected to Wi-Fi but using different access points with different channels, this will force Surface Hub and the projecting device to channel switch while Miracast is connected. This will result in both poor wireless project and poor network performance over Wi-Fi. The channel switching will affect the performance of all wireless traffic, not just wireless projection.
Channel switching will also occur if the projecting device is connected to an Wi-Fi network using a different channel than the channel that Surface Hub uses for Miracast. So, a best practice is to set Surface Hub’s Miracast channel to the same channel as the most commonly used access point.
Channel switching will also occur if the projecting device is connected to an Wi-Fi network using a different channel than the channel that Surface Hub uses for Miracast. So, a best practice is to set Surface Hub's Miracast channel to the same channel as the most commonly used access point.
If there are multiple Wi-Fi networks or access points in the environment, some channel switching is unavoidable. This is best addressed by ensuring all Wi-Fi drivers are up to date.
## Contact Support
If you have questions or need help, you can [create a support request](https://support.microsoft.com/supportforbusiness/productselection).

4
devices/surface-hub/surface-hub-2s-recover-reset.md
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@ -69,3 +69,7 @@ At the end of a session, Surface Hub 2S may occasionally encounter an error duri
> [!NOTE]
> To enter recovery mode, unplug the power cord and plug it in again three times.
## Contact Support
If you have questions or need help, you can [create a support request](https://support.microsoft.com/supportforbusiness/productselection).

29
devices/surface-hub/troubleshoot-surface-hub.md
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@ -456,15 +456,15 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="even">
<td align="left"><p>0x80072EFD</p></td>
<td align="left"><p>WININET_E_CANNOT_CONNECT</p></td>
<td align="left"><p>Can’t connect to the server right now. Wait a while and try again, or check the account settings.</p></td>
<td align="left"><p>Can't connect to the server right now. Wait a while and try again, or check the account settings.</p></td>
<td align="left"><p>Verify that the server name is correct and reachable. Verify that the device is connected to the network.</p></td>
</tr>
<tr class="odd">
<td align="left"><p>0x86000C29</p></td>
<td align="left"><p>E_NEXUS_STATUS_DEVICE_NOTPROVISIONED (policies don’t match)</p></td>
<td align="left"><p>E_NEXUS_STATUS_DEVICE_NOTPROVISIONED (policies don't match)</p></td>
<td align="left"><p>The account is configured with policies not compatible with Surface Hub.</p></td>
<td align="left"><p>Disable the <strong>PasswordEnabled</strong> policy for this account.</p>
<p>We have a bug were we may surface policy errors if the account doesn’t receive any server notifications within the policy refresh interval.</p></td>
<p>We have a bug were we may surface policy errors if the account doesn't receive any server notifications within the policy refresh interval.</p></td>
</tr>
<tr class="even">
<td align="left"><p>0x86000C4C</p></td>
@ -475,7 +475,7 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="odd">
<td align="left"><p>0x86000C0A</p></td>
<td align="left"><p>E_NEXUS_STATUS_SERVERERROR_RETRYLATER</p></td>
<td align="left"><p>Can’t connect to the server right now.</p></td>
<td align="left"><p>Can't connect to the server right now.</p></td>
<td align="left"><p>Wait until the server comes back online. If the issue persists, re-provision the account.</p></td>
</tr>
<tr class="even">
@ -487,7 +487,7 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="odd">
<td align="left"><p>0x8505000D</p></td>
<td align="left"><p>E_AIRSYNC_RESET_RETRY</p></td>
<td align="left"><p>Can’t connect to the server right now. Wait a while or check the account’s settings.</p></td>
<td align="left"><p>Can't connect to the server right now. Wait a while or check the account's settings.</p></td>
<td align="left"><p>This is normally a transient error but if the issue persists check the number of devices associated with the account and delete some of them if the number is large.</p></td>
</tr>
<tr class="even">
@ -499,13 +499,13 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="odd">
<td align="left"><p>0x85010004</p></td>
<td align="left"><p>E_HTTP_FORBIDDEN</p></td>
<td align="left"><p>Can’t connect to the server right now. Wait a while and try again, or check the account’s settings.</p></td>
<td align="left"><p>Can't connect to the server right now. Wait a while and try again, or check the account's settings.</p></td>
<td align="left"><p>Verify the server name to make sure it is correct. If the account is using cert based authentication make sure the certificate is still valid and update it if not.</p></td>
</tr>
<tr class="even">
<td align="left"><p>0x85030028</p></td>
<td align="left"><p>E_ACTIVESYNC_PASSWORD_OR_GETCERT</p></td>
<td align="left"><p>The account’s password or client certificate are missing or invalid.</p></td>
<td align="left"><p>The account's password or client certificate are missing or invalid.</p></td>
<td align="left"><p>Update the password and/or deploy the client certificate.</p></td>
</tr>
<tr class="odd">
@ -523,7 +523,7 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="odd">
<td align="left"><p>0x80072EE2</p></td>
<td align="left"><p>WININET_E_TIMEOUT</p></td>
<td align="left"><p>The network doesn’t support the minimum idle timeout required to receive server notification, or the server is offline.</p></td>
<td align="left"><p>The network doesn't support the minimum idle timeout required to receive server notification, or the server is offline.</p></td>
<td align="left"><p>Verify that the server is running. Verify the NAT settings.</p></td>
</tr>
<tr class="even">
@ -535,13 +535,13 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="odd">
<td align="left"><p>0x85010017</p></td>
<td align="left"><p>E_HTTP_SERVICE_UNAVAIL</p></td>
<td align="left"><p>Can’t connect to the server right now. Wait a while or check the account’s settings.</p></td>
<td align="left"><p>Can't connect to the server right now. Wait a while or check the account's settings.</p></td>
<td align="left"><p>Verify the server name to make sure it is correct. Wait until the server comes back online. If the issue persists, re-provision the account.</p></td>
</tr>
<tr class="even">
<td align="left"><p>0x86000C0D</p></td>
<td align="left"><p>E_NEXUS_STATUS_MAILBOX_SERVEROFFLINE</p></td>
<td align="left"><p>Can’t connect to the server right now. Wait a while or check the account’s settings.</p></td>
<td align="left"><p>Can't connect to the server right now. Wait a while or check the account's settings.</p></td>
<td align="left"><p>Verify the server name to make sure it is correct. Wait until the server comes back online. If the issue persists, re-provision the account.</p></td>
</tr>
<tr class="odd">
@ -555,7 +555,7 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<td align="left"><p>E_NEXUS_STATUS_INVALID_POLICYKEY</p></td>
<td align="left"><p>The account is configured with policies not compatible with Surface Hub.</p></td>
<td align="left"><p>Disable the PasswordEnabled policy for this account.</p>
<p>We have a bug were we may surface policy errors if the account doesn’t receive any server notifications within the policy refresh interval.</p></td>
<p>We have a bug were we may surface policy errors if the account doesn't receive any server notifications within the policy refresh interval.</p></td>
</tr>
<tr class="odd">
<td align="left"><p>0x85010005</p></td>
@ -566,7 +566,7 @@ This section lists status codes, mapping, user messages, and actions an admin ca
<tr class="even">
<td align="left"><p>0x85010014</p></td>
<td align="left"><p>E_HTTP_SERVER_ERROR</p></td>
<td align="left"><p>Can’t connect to the server.</p></td>
<td align="left"><p>Can't connect to the server.</p></td>
<td align="left"><p>Verify the server name to make sure it is correct. Trigger a sync and, if the issue persists, re-provision the account.</p></td>
</tr>
<tr class="odd">
@ -602,7 +602,10 @@ This section lists status codes, mapping, user messages, and actions an admin ca
</tbody>
</table>
 
## Contact Support
If you have questions or need help, you can [create a support request](https://support.microsoft.com/supportforbusiness/productselection).
 
## Related content