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so welcome everyone. as you can see on the screen, you're gonna hear fromthe microsoft surface support team. that's actually us. real quick before we get going,how many of you guys have surfaces? awesome. how many of you guys have everread about problems with surfaces? yeah, that's what we thought. so what we're here totalk to you about today,
we'll get into thisa little more in a moment. but we're gonna talk toyou about how to avoid a lot of those pitfalls andthose problems that you read about. some of the best practicesyou can leverage. and to kind of kick things off and introduce us,we actually come from support. so when customers like yourselfhave a problem with our products, you pick up the phone andyou call microsoft. it's our team sowe answer the phone.
my name is david. this gentleman herewith the beard is tod. and that gentleman there is scott. scott and i are what we callsupportability program managers, and our role is to sort oftake the big picture of all of those support calls. and come back to the product team,to try to make the problem better. whether that's fixing problemsthat customers are having today, or saying hey,
how can we make the next version ofthe product better for the future? that's what we do. tod here, actually works directlywith our support engineering teams, to make sure that we're doing theright things for customers today so. customer calls in and says hey,i can't get my wifi working. if it's something that we can'tfigure out, tod gets involved, we do whatever needs to be done, andwe get the customer up and running. now because we're from support, wetend to deal in cold hard reality. we don't sugar coat things.
we're going to be verytransparent with you guys today. we're going to be very frank withyou about some of the problems that customers have faced. but ross gonna tell it like it is,and the truth is that is not reallyas bad as a lot of people think. there's some very simplethings that you can do, to prevent yourself from runninginto problems in your environment, whether you have 10 surfaces ora thousand of them. so we're gonna talk througha lot of that stuff today.
before i get going, we have a lot of different subjectswe wanna talk with you guys about. we brought a lot of information and,truthfully, we're probably notgonna have enough time. so what we'd like toget you all to do, if you have a question,hold that question until the end. if we get time at the endof this presentation, we'll take questions up here. if we don't get time, or even ifyou just have a question later,
come find us at the windows devicesbooth, down on the expo floor. we're gonna be there all afternoon. we're be there all week. >> yes.>> so if you guys have a question at any point, just walk up to us, ask your question we'llanswer it as best we can. >> yeah, just look for the area,where the coffee machine is and we'll be on the surface hubs rightnext to that in the microsoft area. >> yeah, that's how you know wework in support we all hang out by
the coffee machine. >> and there'll be donuts thereall afternoon too, i think. >> all right, so really quick, i think you guys are probably allfamiliar with our devices portfolio. but when we talk about surface, we're not just talkingabout surface pro 4. we're not just talkingabout surface book. we're talking aboutthe whole portfolio. and the way i think of it is,if you're a business,
you have a set of thingsthat your users need to do. and you wanna choose the rightdevice for those users. so maybe your users are the type ofusers who need to walk around a lot, may be they need to be very mobile. well tablet's a good idea forthose guys, right? maybe they don't need to be somobile. maybe they spend a lotof time at a desk, and they just need to go to meetingsthings, maybe the laptop for them factors better.
the point is, that we have an entireportfolio of devices available. to help increasethe productivity of every users. we have all these on display in theexpo 4, so please calm down, take a look, play with them, get yourhands on them to see what you think. i could tell you fromyears of working on it. that arming your users with theright device for what they're doing, is the first step to makingsure that your successful. all right, sobefore i get into the agenda, i want to do a little bit ofan introduction for the three of us.
i know i talked to you aboutwhat we do a minute ago, but again my name is david beach foreverybody just walking in. i'm a supportabilityprogram manager, working with the support team andthe surface team. i focus entirely on surface devices,and that's everything from our old surface devices, to the currentones, even up to surface hub. as part of what i do,i have to deal with windows as well. so, before we go any further, i'mgonna be very clear with you guys, at the end of the day, surface, thehardware, is a pc that runs windows.
a lot of the problems that we solve,are actually things where windows is not necessarily working with thehardware as well as it should be. and then sometimes to fixis on the surface side, sometimes to fix ison the windows side. so there's a lot of windows troubleshootingthat goes into surface. i've been with microsoft for 14 years, i started off as a supportengineer on the phones, supporting customers like you guys priorto that, i was in corporate it.
i was a consultant, workingwith customers big and small. been doing a lot of things,i actually got my start doing active directory deploymentin 2000, literary in the year 2000. these guys have been at iteven longer than i am, so tod could you->> yeah. >> talk a little bitabout what you do? >> yes, so hey, i worked inmicrosoft for over 20 years, i have worked there long enough to know theguy in the orange shirt right there. he used to work with me,and scott, and charlotte.
the team i work on,we troubleshoot customer issues and help customers solve problemswith surfaces for businesses. so if you're a premier customer,you're a business customer that has a surface issue, andyou call in for support. then there's a really good chancethat you're working with someone on my team, orpotentially even with me. i'll let you. >> thanks, my name's scott, and i've been working atmicrosoft for 24 years.
i started out withsupporting ms-dos. so, a long time ago. and i've supported. >> and windows 3.1. >> windows 3.1, novell netware,bing and all that stuff. windows 4 groups. and so i've supported windows prettymuch, my entire career at microsoft. >> we have a picture ofa dinosaur on his office door. >> yeah.
when surface came out iswitched over to devices. so i focused on surface. i do some stuff with surface hub,and also client deployment, also with windows. >> all right, so the agenda fortoday, we're gonna go fast. and that's just cuz, we have a lotthat we wanna cover in again, if you have a question, let'shold that question 'til the end. we'll try to answer it here. if we can't answer it here,come down and
find us on the expofloor this afternoon. we'll be happy to talk all you want,about any of the questions you have. and you can ask us aboutany microsoft product. we may not knowthe answer ourselves, but we'll help you find the answer. we'll help get you to the rightplace to get the answer. first up, scott is gonnatalk about power management, which is actually kind ofa big deal for mobile devices. we wanna get the mostout of those batteries.
so scott's gonna talk through that. >> after that, todd is gonna take usthrough dock and display issues, and wireless networking issues. and todd, i think you'recovering touch and pens as well. >> touch and pens, yes. >> and then we're gonna come backto scott for surface deployment. and if we have time we'll talkabout thermal issues as well. so we're gonna get througha lot of material. i'm sorry we gonna goreally fast again.
questions at the end please. so this is the sessionobjectives slide, if you guys have been toa break out you've seen this. but our goal here ultimately,is to arm you with information. we want you to walkout of this session, able to take somethingback to your day jobs. and think about how doyou avoid these problems. how do you, how do you doa better job of making it so your users don't have to call you?
because we're all in it right, we don't want our users to have tocall us, that's, that's a bad idea. >> yeah.we want you to love your surface. because i love mine. >> [laugh]>> alright, and just before we get into powerone last thing that i want to see is that your feedback isreally really important. the surface team withinmicrosoft is kind of unique. they're very connectedwith their customers,
to the point wherethe individual developers and pms get on the phone withcustomers on a regular basis. just to hear their feedbackabout the devices. how can we make the devices better? what kind of challengesare you having? you know, what sort of tools do you need tomanage this things effectively. so, your feedback issuper important to us. all week this weekwe're gonna be here,
we're happy to takethat feedback here but, you can also go out on our answersform and you composed your feedback. if you know an mvp,if you know microsoft mvp, and get from back to us that way andthen finally. if you have a technical issue,with the surface device or even with windows,you don't have to go it alone. we have a support team,that operates 24 hours a day, seven days a week, you can call us. a lot of times, that supportactually ends up in free, and
we will work through your issue. we will help you troubleshoot. we'll help you get tothe root calls, and we'll try to get you up andrunning, whatever that problem is. whether that's a bug in windows, whether it's a weirdbehavior that your seeing, that you just need to understand,that's what support is here to do. to help you get to support,we have a couple slides here. i'm not gonna spend toomuch time on these.
the place to go issupport.microsoft.com you'll see that there isa section for business. so, i think most of you guys areprobably in business environments. you wanna go there, and that getsyou to the commercial support team. which, todd is from. which, will get you to the rightpeople to help answer your question. >> yes, and there's the url spacewill there gets you directly to it. so, one.for those of you that work with business go to that second link.
and that'll get you towhere you can open a case. you can look for our known issues. you can get links to the forums forbusiness customers. >> all right, so, do you wannatalk about updates real quick? >> sure.>> because i can cover it, go ahead. >> okay, so>> so one of the key things that we see a lot in support with surface,is a lot of customers are on older drivers, older firmwares andthings like that. and with surface,we engineered surface so
that we can fix things in software,which is great. we're not necessarily limited bya chip as much as some other devices are, depending on how they're built. we can fix a lot in software,we can fix it in firmware, we can fix it in drivers. and so,one of the things that myself and my team see on a regular basis is,we'll be working with a customer, we'll get data fromone of their devices. and they're running a surface pro 3,and
they've got the firmwarethat was from april 2015. and they're running all the driversand everything from a long time ago. and we always want to recommend tocustomers to try the latest drivers and firmware first, if you've gotan issue, that's our first step. we have a webpage, it's gotpictures of all of the devices and you can go there as the updatehistory tells you about every version of driver andfirmware, what we fixed in it. and we've got information up on ourit pro blog that gives you details on that information as well.
on the it pro blog there's actuallya link where you can sign up for an email bulletin. so every time we pushsomething to the it pro blog, you'll get an email that'll youeverything about that release. what was in the drivers,what was fixed, all that good stuff. so i can't say it enough,install updates, install updates, install updates,cuz it fixes a lot of problems. >> and just a quick show of hands. how many of you guysare managing multiple devices in
your environments? quite a few, right? and probably having your users go towindows update individually is not the most efficientway to handle that. it's likely that youhave system center or you have something else deployedto help you manage those updates. to make it easy for you to getupdates to surface devices, every time we do a major update for surface, so every time we push newfirmware or push new drivers out to
windows update, we also releasean msi file on our download center. that msi file will installthe latest firmware and drivers on the correspondingsurface device. so if you're managingmultiple machines and you wanna make sure that allthose machines are up to date, what you should dois go get that msi, use whatever technology you useto push that out to everybody. and that way you can be sure thatthose devices are actually up to date when that call comesin to your help desk.
>> yep, and so,they're standard msi files, all the command line switches apply. you can run them without a reboot,so that you can leave it in a pause state and then issue a rebootlater on your devices. you can run them silently so theuser doesn't see any of the ui and all the switches for normal asiwill apply to that and work. >> scott, you're up. >> so the first section we'regonna go into is power. so one thing about poweron surface is that,
since it'sa connected standby device, you're not gonna see as manypower options in the settings. and the reason we do that is thatwe want to let windows manage that. we feel like windows is gonna dothe best job managing the power. the devices, when they shipthey come with a balanced plan, and that's the default. and we have made some changes,compared with windows 8.1. in windows 8.1, we had a lot ofrequests for, i wanna be able to change when the display goesoff versus when i go to sleep.
and so with windows 10,we enabled that functionality, so you can choose,set different timeouts for that. also in windows 8.1, the hibernatesetting you couldn't configure. and now with windows 10, you canset that to whatever you want. also with windows 10, we have what'scalled modern connected standby. and with that new featurewe now have an option, it's on the lower right herewhere it says network connection, on battery power, stay connectedto network while asleep. if you wanna turn that off,you do have an option now for that.
and also, i show here whatthe balance plan, the default is, which is five and ten minutes. and then, the hibernate option, you can set a timeoutwhile you're on ac or dc. i have a separate theater session inthe device booth where we're gonna really dig into more power settings. so if you wanna come see that,just look for my name under the speaker list. >> 5 o'clock today.
>> 5.>> 5:05. >> thanks. >> yeah.>> todd knows when it is. one thing about with power settings, what we see is if you'redeploying a custom image, you're deploying windows10 enterprise to surface. we want to make sure that you thinkabout the hibernation tim out, you can set that to any valueyou want, two hours, four hours. when you deploy windows 10enterprise image it's gonna default
to not be enabled, so you canchange that with a powercfg script. you can just set thattimeout to whatever threshold kinda fits your user'suse of the public device. one thing, what we do see,todd sees in support, is a lot of older scripts that were written forolder versions of windows or older devices, basically notconnected standby machines. and a lot of times those scriptsconfigure a lot of power settings that really don't applyto connected standby. and at minimum it's a settingthat's probably gonna get ignored.
but at worst it may actually cause aproblem with the power management on the device. so we just recommend that you lookat those scripts and realize that all the surface devices areconnected standby capable machines. >> it may take you a while to huntdown the script if its been in your environment for a really long time. i've worked with a couple customers,it took them weeks to figure out where that was getting set andthey figured it out eventually. and usually it's a byproduct,
most of the scripts are a byproductof people trying to tweak and adjust their power settingson desktop systems years ago. like hey, i don't want my net card to wake up my deviceif it goes to sleep. or i want my net cardto never go to sleep. or i want this or i want that, and a lot of them are a combinationof registry keys and things. and yeah, basically if you'resetting registry keys, is that there's no knob inwindows on a surface to set.
technically you're dealingin a scenario that, it's gonna be unexpected whatbehavior you're gonna see. and that's what we've seen. we've seen issuescoming out of sleep, where the wireless doesn't work orthe networking didn't work. and that was due to someregistry keys that are very old, have been around since the windows2000, windows xp timeframe. i challenge customers togo find where it came from. like i said, it took a coupleof them a few weeks.
so one of our recommendationswith that kinda stuff is if you're testing surfaces andyou're trying out from scratch, create a separate ou in your domain,and join your surfaces into that. and start adding in the policiesthat you use inside of your environment. that'll help you kind of slowlybuild into administering the surface like you would your older laptop. and then if you add insome settings, okay, this causes this side effect,okay, you can back it out.
>> so some just battery information,and at the bottom of this slide here you can see that theater sessionwe were talking about, the 3068. in windows 10, similar to phones,android, windows phone, we now, you can go in and see what apps are consumingthe most battery on the device. so you can use that to troubleshootwhat's consuming battery. if you wanna get really detailedinformation about the battery on the device,there's a powercfg/batteryreport. and that will show youthe type of battery,
how much it's charging,what's its full capacity and so on. for troubleshooting battery issues, there's a couple other commandsthat you wanna be aware of. powercfg/energy, that'skind of just a general log file that will look at your systemand if it sees any red flags about what that's negatively gonna impactpower, it points those out to you. we also have powercfg/sleepstudy,and that is detailed information about when your device goes intoa connected standby or a cs session. we also have a newer switch,the srumutil.
and that's a energyestimation engine. and that just shows you moredetailed information about applications, how muchbattery they're consuming. and there's a link there for a video where the developerwho worked on that feature, he goes through and explainshow to interpret those logs. most of these logs, i would say,are geared for it professionals, not really geared for consumer. but the battery reportis a good thing,
if you just wanna see whatyour average battery life is, you can pull that out of there andit'll tell you. >> i think we can't emphasizeenough how important some of these tools are. one of the questions that weget asked all the time is, hey, i only get so many hours ofbattery life out of my device. what's wrong with it? why is my device soterrible on battery? well, you have to understand,
the battery is likea gas tank in your car. so if you're in your car andyou only get so many gallons in that gas tank,the way that you drive your car influences how much mileageyou're gonna get per gallon. if you're constantly flooringthat accelerator, if you're keeping it in low gear all the time,you're gonna burn gas faster. it's the same with a computer,it's the same with a surface device. if you're spinning the cpu hard,if you're spinning the disk hard, you're gonna drain battery faster.
so when you wanna optimize batteryperformance on surfaces, to get the best life out of the device, toget the best use out of it, you need to start looking at, what are myusers doing with that surface? it's just like workingwith the server, where you do a performancebaseline on a server, and then over time you track yourperformance against that baseline. you wanna do the samething with your tablets. you wanna baseline yourbattery usage, hey, here's what a normal work day lookslike, here's what i can expect.
and when a user comes to you to and says i'm only getting fourhours of battery, you can say, okay, what are you doingdifferent from that baseline? and you can use thesetools to see that. you can see which applicationsare draining the battery. you can still use your standardwindows performance tools, too. you can usewindows performance monitor, you can usewindows reliability monitor. hey, when is the device goingto sleep, when is it waking up,
is it actually hibernatinglike it's supposed to? a lot of different thingscome into play here. these tools will get you to that. >> okay? >> cool. >> one item here i want to talkabout briefly is if you haven't seen in the press, there's an issueabout surface pro 3 battery issue. and basically what would happenhere is on a very small number of devices, surface pro 3s,the device wouldn't hold a charge.
and if you ran a battery report onit, it would say capacity 40000 kilowatts, and was showing maximum165 or something, a very low number. and we started to seereports of that issue. and we worked with the product team,they went in. we actually sent a numberof devices out to redman, had them take a look at it. and they determined that it wassomething we could fix in software. which is great, where we wouldn'thave to replace hardware here. and so what we did is we releaseda system firmware update that
fixes the issue. and there is a link there that hasbasically a faq about the issue. and more information aboutgetting the update and so on. >> soi think it's actually important, go back to somethingthat you said earlier on. we've designed surface devicesto where we're able to correct a lot of problemsthrough software. so this issue here was actuallycaused by a flaw in logic it was truly a software problem.
and because we design it in sucha way that we could address that, we were able to createthat firmware update and recover devices that were ina bad state out in the field. i don't have the exact numbers. but when we looked at telemetrywithin a week of deploying that update, fully half of the devices out therein the world that were impacted by this problem had recovered backto their normal full capacity. ones that hadn't yet were justwaiting to get that update.
so really important to keepyour machines up-to-date. one of the things that we try todo whenever we can is actually issue the updates beforepeople experience the problem. i would much rathergive you an update before you know that you need it,so that it's like a vaccine. so that you never actually havethe problem that we're fixing. so again, important to keepyour machines up to date. >> yeah,we also ask opting in when possible. for that telemetryreally helps us out
cuz we're able to see issues beforethey actually become a problem. and it gives us a lotof information, so that we can kind ofproactively fix issues. so it helps us out a lot tohave that telemetry data. >> all right,let's talk about dock and display. so a lot of people raised theirhands and said they have surfaces. how many of you use the newsurface dock with yours? okay, how many of you usethe old surface pro 3 dock, the one you kind of snap, snap?
okay, so must be around the big one. okay, so, what? >> how many use? >> yeah, okay that'sa great question actually. how many of you use something else,like a displaylink based dock? >> work better. >> okay. >> we had all kinds ofproblems with the snap ones. >> so our newest dock now right,is the surface dock.
and it's gonna work with the surfacepro 3, the surface pro 4 and the book. the old dock, the snap in one, you can use it witha pro 4 if you want to. it was built during the pro 3 era. but we do have a, like a plastic shim that you canpick up at the microsoft store. or on our website you can ask forone and they'll ship it to you. and then that allows you to puta pro 4 in the clickable dock.
but most of our customersnow use the new dock. and so one of the things that peoplesaw a lot of issues with on the dock earlier on was withdisplayport output. cuz the dock itself had thistwo displayport output on the actual dock. and the way that works isit's just a displayport hub. so if you're familiarwith startack or excel, they make these adapterswhere it plugs in. one end of it's a mini displayport,on the other end is two connections,
it's splitting that. it's creating what'scalled a mst connection, a multi-stream transport. and that allows it to sendmultiple signals out to control multiple monitors. and soour dock has two of those ports. because of a lot of interestingissues that we uncover earlier on with that device on book pro 4 andpro 3. a lot of interestingmonitoring incompatibilities.
we issued a firmware update forthe display portion, the chip inside that surface dock. and so, we install it two ways. one, if you don'tuse windows update, you're using wsa orsystem center, you can use what's called a microsoft dock updater toolto do it. you can install it on one machineand update all your docks manually. just plug them all in and it will tell you whetherthey're up-to-date or not.
in the tool, it tells you thisdock needs a firmware update or it doesn't and you can gothrough and update them all. or if they get the updateinstalled through windows update, then in the backgroundit will silently do it. it takes several cycles ofconnecting and disconnecting and for it to process through the steps. and it'll eventually updatethe firmware on that, in the back. >> the dock update, is that forthe new style dock? >> the new style dock.
that is for the new dock, yes. yeah, the old dock did not haveany firmware updates, yeah. and so, along with those issues, another things we see quite a bitof are cables and adapter issues. i can't say this enough,the slide has a bunch of stuff on here you can read, buti'll say it as simple as i can. not all cables andadapters are created equal. just you would not believe howmany issues are solved with cable problems.
i mean i've seen emails fromco-workers at microsoft screaming about their surface book and theirsurface dock, and i hate this thing, and i'm getting flashing screen andall this. and somebody says, hey go tothe microsoft web page where we list the cables andadapters that we've tested. buy two of those displayportcables from cable matters or one of the othervendors we recommend. they cost $10 each. and then they respond back and theysay i'm very embarrassed,i'm sorry.
i fixed my problem with the cable. so i can't say it enough. >> we'll right up to there. so anybody in the room have anelectrical engineering background? no, i don't either. and i'm a software guy,i've always been a software guy. i think most of us in the roomare probably software people, right? we deal with programs, applications,servers and things like that. video issues and dock issuesare all about electrical current.
and this was the hardest thing forus internally at microsoft to kinda wrap our heads around whenwe put out these devices. and that's why the cable matters somuch. that's why the adapter matters so much because we're talkingin terms like resistance. how much resistance doyou have in that cable? how much signal canyou pass through it? so we can't emphasize enough. it's really,
really important to make sure thatyou're using the highest possible quality cabling, adapters,whatever in your environment. that's gonna get youthe best performance. >> and you're gonna have, i mean twocables you're gonna look at them and you're not gonna, they're gonnalook just as good, right. they're gonna look just as awesome. the manufacturer may havea cool little, finish on them. you really don't knowuntil you try them out. we see the same thing actually withusb cables so the surface 3 device,
the ten inch device we sellcharges through a micro-usb cable. we ship a cable with that devicethat has a very low resistance on that cable. and believe it ornot if you go out and try cables from other cellphone manufacturers or gpss or portable mp3 players,we've tested a lot of those. and some of them had doublethe resistance level compared to that one we shipped. which basically translates to itwould take almost two hours longer
to charge a surface 3 usinga cable from one of these consumer electronic devices. so, and yetthe cables looked identical. they were just a stick,they looked just as nice, the connectors looked just the same. but there was a hugedifference between them. and that's why we highly recommendcharging the surface 3 with our cable. so yeah, cables matter,it's a big deal.
so if you're having any issues andyou're using that dock, try different cables. our highest recommendation would beto use displayport cables if at all possible. so if your monitor has a displayportinput, use the displayport input. if your monitor does not havedisplayport input, then use a mini display port to hdmi or dvi adaptordepending on what your monitor has. passive adaptors should work inmost theories, in most scenarios. but, we've also havenoticed some monitors for
whatever reason only workwell with an active adaptor. basically, if it doesn't sayactive in the description, it's not an active adaptor. so, andthere's a huge difference in price. an active one is gonnabe closer to $20 us versus a passive onecould be less than $10. and so yeah, so the web pagethat we have here, hit 7. so this web, yeah, the web page that that url i wasshowing you earlier went to.
and it's got, yes,as you can see here, we've got some monitors that welist out that aren't supported. we've got monitorsthat we've tested out. some of these have firmwarerevisions as well. so as some of you may be aware,dell monitors, they'll have a a01, an a02, an a03. some models ofdifferent monitors work well with certain hardwarerevisions and some don't. and if you're still under warranty,you can call dell and say, hey i'm
having this problem with this modelthat has the ao1, and it'll tell you, yeah, well that's fixed in theao3, send it back, we'll swap it. a couple of the modernmanufacturers can firmware update. and then here's where we talkabout the active adaptors and we have links to some of the activeadaptors for hdmi and dvi. and we also have up here at the top,we have the cables, the display for cables. another big thing to keep in mindis if you have a four case screen, if you have a monitor that's capableof doing a resolution higher than
1920 x 1080, you actually haveto use an active adapter. if you got away with it before,then you had a computer or an adapter that wasnot following spec. but if it's following spec,if you have a display that's higher than 1920 x 1080,you have to use an active adapter. or, what's calleda passive-type two adapter, basically none of those exist. most passive adaptersare they're type one. so yeah if you'vegot a 4k screen and
you can't hook up a display portcable and you've gotta use an hdmi with an adapter, you've gottaget a 4k active adapter. otherwise what you'll seeis your display will just, it'll literally windows will onlylet you choose 1920 by 1080 as your highest resolution. you won't be able to choosethe 3,000 and something by 2,000. another common topic for displays is display scaling ordpi discussion. so one of the things to keep inmind with monitors and surfaces.
high dpi aware devices likesurface and some of the other manufacturers that make screensthat have very high resolutions. you can encounter what wecall scaling issues or application scaling issues withinwindows with specific applications. typically when you're usingthat high resolution device with a low resolution monitor. so a typical example would be, you've got a surface book with 3000x 2000 resolution, and you've got an old dvi monitor sitting next toit that does, you know 1920 x 1080,
or even 1600 by you know 1200 orsomething like that. when your running the applications, depending on how the application waswritten, what api was written to, how long ago it was created,largely drives that. when you move that applicationbetween your high risk screen and your low risk screen,sometimes you're not gonna like it. it's gonna look too large for you onone screen, you're gonna like, whoa! this is huge,the fonts are gigantic. and it's because of the waythe application worked.
some applications that don't handlevery well getting swapped between a low res and a high res screen, youcan work around that a little bit. so let's say i'm on my book andi'm just using it. and then i go into my office andi plug in my dock. and i've got these oldlow resolution monitors. and then all my appskinda look outa whack. one way that you can help withthat a little bit is to log out of windows and log back in because itwill correct the scaling based on the fact that you've got the highres screen plus the low res screens.
in windows 10 anniversary edition,we added some new api's and applications can take advantageof to leverage scaling issues. again, the apps have towrite to those api's, but we expect some vendorsto start doing that soon. and we have a lot of information onthe two blogs that are in this link here, on display scaling, it goesover a lot of stuff in depth. there's actually a theatersession as well on monitor and scaling issues down on the floor. one of them was earlier today,and the other one, i believe,
is wednesday afternoon. they handle the devices area, and they go on extreme detailabout all the stuff. >> also, this is a question we gotto ask constantly because when you have an application that is notcorrectly handling dpi transitions it's a terrible user experience and even with microsoft some of our ownapplications have this problem. we're extremely aware of it. >> yeah, we're very aware.
yeah, i use a 4k monitor at home andprobably i will at work here soon just because it makes itwork easier for me and 4k. and the prices are coming down. i mean, a 24-inch dell 4k screen,is 50 to 75 dollars, above the ultra sharp. you have standard 1080p screen. the prices are continuing to drop. and so, we highly recommend if you're buyingnew hardware, buy a 4k screen.
when you're buyingyour high res devices. because you're gonna,whether you're buying a surface, or you're not buying a surface,you're gonna, most devices, laptops, are all high res these days. and, it makes ita lot easier on you. but yeah, we can talk about thistopic the entire time we're in here. [laugh]>> let me say this. i know a lot of you guys, and let'ssave questions till the end, please. i know a lot of you guys areconcerned about this because it is
a very bad user experience. what i can tell you isthat across microsoft we have a commitment to improve thisuser experience of our customers. that's not only the surface team,that's not only windows, but that's our application teams,that's office, every product within microsoftis working on this problem. and you're gonna see overtime as we get updates out, as we get new versions out,you're gonna see this get better. the other thing that we're doingis we're also reaching out
to our developers to say,hey, what can we do to enable the adobes of the world to maketheir experience better as well? what can we do to make thoseother applications better? the ones that microsoft doesn't own. at the end of the day, one of the best things aboutmicrosoft, the best things about windows is that you can takean application you've been using for years and you can keep using that. but i only holds through, so
long as we could provide a good userexperience with that applications we're trying to enable that foreveryone. >> cool, solet's talk about wireless. so the big one that i got to ask, probably the most about now iswireless display or mirror cast. when the surface pro 3 first cameout i spent a lot of time working with customers with wireless andgeneral incompatibility with routers and access points andthings like that. honestly that actually workspretty well these days.
our driver is very rock solid. obviously there could be someanomaly where cisco updates their firmware, a particular access pointexposes an interesting issue. you're always gonna havethose kinda things, but in general the driverworks really well. but one of the things that comesup a lot is wireless display. and if you've beenon the expo floor, a lot of people are usingwireless display, right? one of the things that isthe biggest problem area for
wireless display isgonna be interference. i was here at this conference centerfor the convergys conference two and a half years ago and because ofthe interference on the expo 4. i could not used wireless display ihad to be basically about three feet from the adapter that wasplugged up to the television and my surface, because there wasjust so much interference in the room from all the vendorsthat had their own setups. so wireless, yeah wireless displayis a big thing, but it, it, it's gonna rely on when you.
when you initially connect toyour wireless display it does the initial session over 2.4 ghz. and then after that it canswitch from 2.4 to 5 ghz. and so if you've got a lot ofconsumer devices that operate in the 2.4 ghz range, whichbluetooth operates in that range, wireless headphones,wireless headsets. chairs that have remote controls. the amount of stuff,in medical offices, just tons of equipment,in schools, tons of equipment.
there's a lot of interference, sofor best results we recommend that customers connect their device toa 5 gigahertz wireless network. and then that way your wirelessdisplay connection will also happen on 5 gigahertz. another big driver, though, for quality on miracast isthe video driver itself. because this technology islargely driven by intel. we obviously,as we talked about earlier, recommend you havethe latest updates.
and so you'd wanna make sure youhave the latest video driver for your surface installed. and also the same thing foryour wireless driver. at the bottom i havea cool little note. for those of you running windows 10anniversary edition, if you want to play with wireless display,and you don't wanna go out and buy like a microsoftwireless display adaptor or somebody else's wirelessdisplay adaptor. you can actually make yourcomputer a wireless display host.
so you can, if you want to geek out,show one of your friends something really cool, take twocomputers to a coffee shop, and have anniversary editionon at least one of them. and on the one that you have it on,go into settings and set up the option that says,i want to project to this computer. go to your computer you're workingon, choose connect wirelessly to that one and then extend yourdesktop so that you have a multi mod setup sitting there using twocomputers right in front of you. and its doing it totallywirelessly between the two.
it's actually pretty cool. something else toadd is that miracast is an industry specification,its not specific to microsoft. that means if you have a phone,that's not a microsoft phone, you can still use that to projectto a windows device as long as that windows device is runninganniversary edition or later yep. >> and something else to sayon the topic of congestion. we get a lot of calls from customerswho are starting to try to roll miracast out to conference rooms orhospitals rolling
them out to examination rooms,because it just makes sense, right? imagine you're a hospital, you wantyour doctor to be able to walk into that exam room and project his stuffup on the screen without having to plug it up to a cable oranything like that. same for conference rooms, you wantpeople to be able to walk right into that conference room andget started. they shouldn't have to go figureout which connector to plug in to their device. so, it just makes sense.
the problem is that when you packthat many things close together, you run into congestion issues. so if your company is thinking aboutdeploying miracast at a large scale, before you get started,go map out your wireless network. go look at where are your accesspoints, how many do you have, what does your saturation look like? do you have other wireless things? printers, copiers,coffee machines or anything, anything in the environment thatis broadcasting on wireless?
frequencies can actually causeproblems for miracast transmission. so before you get started,you need to know your environment. and probably, i'd say, todd,about 50% of the cases we work. we find that customers haven't donethat homework on the front end. >> yes, it's a lot of interferencethey just don't realize that's there in the building. >> yeah, andit costs them a lot of time. so, we wanna saveyou guys that time. invest in understanding yourenvironment on the front end before
you start trying todeploy this stuff. >> yep, and one other thing to, ifyou're in a highly congested area, you wanna look at devices thatsupport something called agl: mode. surface hub has settings where youcan choose different channels. >> [crosstalk] channel number. >> that's what we're doingright now on the expo 4.. each of those hubs ison a different channel. and so, if you have receiversthat support that agl mode, you're gonna be able to handlethat interference a lot better.
>> yep. >> the other thing we get askedabout a lot is wireless band and wireless band preference. so, as you can see on the screenthere's a setting there that's set in the properties for the marvell avastar wirelessdriver that we use in surface. the default setting is auto. and what auto means is we're gonnaconnect the 5ghz channels if they're available, unlessthe signal strength for
5ghz is significantlyworst that 2.4. so if you're runningyour wireless network and your network name is calledmycompany and you've got mycompany broadcasting on 2.4ghz and you'vegot mycompany broadcasting on 5ghz. if the 5ghz signal is available and it's not significantly weaker thana 2.4, then we'll connect to 5ghz. but if your company has somethinglike boosters that would boost the 2.4 signal because of byproductsof a need you had years past, then you can actually end up in ascenario where 2.4 signal is higher
than 5. and when you're in that scenario,the surface gonna choose 5. and so that's why we added in thisoption to allow you manually choose 2.4 or 5ghz. if you're in environment were 2.4it just always the highest signal strength then you can set itto do in a 5ghz only, and that'll allow you toget that good signal. the other thing, the one caveat,is if you set your card to 5ghz only,you won't be able to do miracast.
so remember earlier i saidthere's an initial session setup over miracast, andthen there's a secondary connection, which is what westream the data over. the initial sessionsetup happens on 2.4ghz. that's part of the miracastspecification, so we can't change that. i know that there are some draftrc's to try to change that so we can do every bit of iton 5 ghz in the future. so, that's the only caveat ifyou had to go set 5 ghz only.
>> and this is somethingto be very careful with. we tend to recommendthis band setting as a troubleshooting scenario. so if you're trying to figure outwhy is my wireless performance doing what it's doing, and you maybe thinkthat you have a problem on 2.4ghz or a problem on 5ghz,you wanna isolate that problem. that's where we recommendusing the setting. as a long term solution, there's a lot of gotchas withchoosing one band over another.
so for a long-term success youreally want to be set to auto, but use this to help isolateproblems in the environment and troubleshoot those problems. figure out what do we need togo fix to make the auto setting work properly? you get a better experience foryour users doing that, yep? >> the last thing about wireless,too, which is, again, related interference, a commonsymptom that we've started to see pop up is somebody else saying wheni plug in this usb external hard
drive i have into the side of mysurface, my wireless stops working. or the speed that i getsuddenly drops dramatically. and that is usuallybecause of interference. >> intel actually has a huge whitepaper on their website that talks about how usb 3.0 cancause interference in the 2.4 gigahertz wireless range. and they have a whole white paperthat talks about manufacturers should place their chips insidetheir device for usb and wireless, significantly distance away andshield them properly.
and so that is somethingthat sometimes comes up. usually it comes up more in europe. so, how many people inhere live in europe? okay, so there was a law change at thebeginning of 2015 that requires all devices that be sold in europe, theyhave to use an aggressive algorithm to basically stop communicating onwireless if they deem that there is other traffic in the areathat they could interfere with. and so if you plug in a devicethat causes a large amount of
interference in the 2.4 ghz range,and you're connected to a network on 2.4 ghz, you may havea very poor wireless experience. and the only work around forthat would be to use 5 ghz, unfortunately. >> yeah, and this is a difficultarea because in the world of usb peripherals those hard drives,or cameras, or anything else that youplug in with via usb. there are thousands of companiesmaking this device or this devices. and while there is a standardthat they're supposed to follow,
that standard isfollowed very loosely. and not everybody shields theirdevices in the same way or constructs in the same way so. trying to ask that manufacturer togo change his little $50 usb device to not interfere with your wireless,probably not gonna really happen. we'd love it if they did, because then everybodywould work well together. but it's the reality is that you'reprobably looking at how do we move everybody to 5 gigahertzenvironment to get around that.
>> yep, so touch and pen. so, one of the things we get a lotfrom people now that they want to plug into a dock and they wantto use their surface device. go in and out of their office. they want to be able tocome in their office. i don't wanna use the screenon my surface, right? i wanna close the lid, i set windows power settings todo nothing when i close the lid. but i wanna plug up to my dock andhave my monitors and
i wanna use a separate keyboard anda separate mouse. on a surface pro 3,when the lid closed, obviously windows would controlwhether it went to sleep or not. but when you close the lid onsurface pro 3, the screen would still stay on, so it wouldstill be active as a screen. so if you went into your monitorsettings and you had two extra monitor plus your surface,you would still see three screens. and so, you can go in and disablethe surface screen, at that moment, so that when you were docked,it would disable.
i don't know why that thingkeeps cutting in and out. so on a pro 4 and a book, what we do is when you closethe lid, we do two new things. one, we actually shut off thedisplay on the book and the pro 4. so, if you're configured, you'vegot your surface book screen open, you've got two more monitors and youclose the lid as soon as you close that lid, that monitor will onthe surface the screen will be off. and your mouse will now onlygo between two screens. you open it back up and now yourmouse goes across all three.
the other thing we do is we turnoff touch when the lid is closed. we do it on pro 4 and book. not so necessary on the book becausethe keyboard on the book and the screen has a gap there. but on for pro 4, the, the chicletkeyboard is touching on the screen. and so if you're moving yourportfolio around on your desk and you've got it closed, you couldinadvertantly cause a touch, on your screen becauseit's pressed together. and so that's why we turned offtouch, when the lid was closed.
another thing was touch,we had some issues in the past that are resolved now with ghosting orphantom touch. where you would see your screenwhich should look like somebody was touching it and yetyou're not touching the screen. you would see circles and dots. we issued some firmware releases forpro 4 and book andsurface 3 that fixed those issues. but some customerswill still encounter ghost touching occasionally.
and sometimes that can be causedby electromagnetic interference. so if you've got a tube tv,a very old one, you set a touch device next to it,doesn't even matter whether if it's a surface or somebody else'sdevice, you're probably gonna see ghost touching on your screen,because it just causes interference. we've seen interference caused byother interesting cabling that runs nearby devices or runs undera desk in a conference room. we had a customer who had a,they admitted they had 50, 60 cables runningunderneath their table, and
if they put their device right onit, they would get ghost touching. if they picked it up 6 inches,the ghost touching would go away. and so, they actually had the sameproblem with other laptops as well, so they made the choiceto rewire the room. also sometimes with touch,altitude and temperature extremes can causea little bit of differences because most devices have an on-the-flycalibration for touch. and for some of the inputs, it takes and are related tohumidity and temperature.
and so->> if anybody's interested in hearing more about how touch worksand why these problems happen, come find us on the expo->> yeah. >> floor later. and we can get kinda deepinto the theory here. but the bottom line is when you'redealing with a touch issue, one of the common troubleshootingthings that you should try, let's say let me takethe device to another room and see whether the issue still occurs.
>> yeah, yep. last thing here on pen. so we have two different pens, forthe pro 3, the pro 4, the book. the pro 3 and the surface 3 era,we had a pen which was a round pen. so the entire pen was round,all the way around. and it had two buttons on it,as you can see in the picture here. so there were twoindividual buttons on it. the newer one is the onethat has the flat edge, which has kind of a buttonbuild into the flat edge.
and each of those are differentin how they work. a common question we used to getwith the round pen, the surface pro 3, surface 3 pen was, hey, mybutton stopped working on the pen. or if i hold it up to the screen,it doesn't work anymore. and a lot of times, it was justbecause the battery had died. well, the catch on that device isthat there's actually two batteries. so there is trip, a quad a batteryand there's a coin size battery. the quad a battery woulddrive the part of the pen that's down here, at this part, it'sthe tip of the pen on the buttons.
the coin battery would drivethe slow button up here, which is actuallya bluetooth device. so when you press that,it's a bluetooth command, it tells windows to take an action. windows defaultedto opening onenote, but you could tweak thatto do whatever you wanted. so yeah,if you've got issues with the pen, you need to make sure youchange both the batteries. on the pro 4, the book pen, we onlyhave one battery which is great.
and the one thing we do recommendis just to make sure that you don't over tighten the cap on the pro 4pen, when you put it on there is a, those batteries are,last a very long time. they're meant to be changedout three, four, five, six month at least depending onhow much somebody's using the pen. and there's a video that we havein our slide deck that basically shows you. they way to properlyopen up the pen to do it. it's a simple quarter turn,or slight turn twist,
you know there's a battery thatpops out and then a swap it out. >> it's really important if youdo feel that you need to replace the battery in one of these pens. be very gentle with the pen. there's not a lot of material there,and if you twist it too hard, if you pull on it too hardyou can end up breaking it. believe it or not, we get a lot of returnswhere people have done just that. they've twisted it too much and
they've brokenthe connector in there. so be very careful when youare changing the battery in pen. >> yeah, and they're looking atdifferent designs in the pen, how can we cuz obviouslywe don't want to have, have to watch a video to knowhow to take the battery out. but they're looking at ways toprevent that type of issue. sometimes when you'redesigning hardware, things like that just happen. >> another one for a quick example,would be students using pens, and
they use them to stir theirdrinks when they're in class. >> [laugh]>> so not kidding. we've had a number of pens sentback from a school system, and we took them apart in redmond,and they had residue from sprite, coca-cola, sweet tea. it was very obviouswhat was in there. so it doesn't matterwho's pen it is, you're gonna breakthem if you do that. so don't use them as a stirrer.
>> [inaudible]>> yeah, we've put in the recommendation. we might have towaterproof our pens, so that's just another common one. >> chew marks. >> yeah, chew marks. don't let your dogplay with your pen. the last thing i wanna talk aboutpen is just, before windows 10 anniversary edition, if youwanted to tweak the pen settings,
what happens when ipress this button, what happens when i push the,the barrel connector, like when i press the barrel connector i wantmy email program to open up. i don't want onenote, or i want the old version ofonenote not the modern onenote. all that was done through thesurface app that you could download. but in windows 10anniversary edition, we actually have the pen settingsbuilt right in to the settings. so you can go into the windows10 settings and you'll see these
settings in here that allow youto adjust and tweak the pen. and it's a lot easier to do it thatway than to have to download the app and side load it to all yourusers and all that stuff, so. >> yeah, we added the windows inkworkspace feature in there, which allows you to do sticky notesreal easily, get to them, and so that's a really nice feature. >> all right, scott's gonnatalk to you about deployment. >> so this probably could be a wholeseparate session, but i'm gonna go just quickly over the options fordeploying surface devices.
we have a couple different options. we have a standalone tool calledsolution deployment accelerator (sda), and that's a toolthat i would recommend, it's a free tool, if you'rejust doing surface devices and you kind of need to quicklymaybe roll out 10 or 20 devices to somec level executives. this is a good tool to use becauseit walks you through the process of getting the drivers,creating an image. and it's a lot easier.
if you already are using mdt,microsoft deployment toolkit, to deploy orcreate reference images. you can obviously use that. we have, i'll talk aboutthe drivers, what drivers you need. and you can import those on soyou can use mdt. and then, obviously,configuration manager, you can use that also todeploy surface images. with the surface driversan important thing to note is that we have two packages.
we have a zip file of drivers andan msi. the zip is what you would use forbare metal installs. so that's what you'regonna import in the mdt or configuration manager orany deployment tool. the msi package is what youwould push out to update devices already out in the field soyou can, like todd was saying, you can deploy that out throughwhatever means you want. so it's important to notethe difference between that. one little exception here,the surface ethernet drivers,
we have the drivers for thosetend to get updated quite a bit. and what we recommend here is thatyou use the windows update catalog, and up on that site there's a linkthere into the presentation. if you just go there andtype in surface ethernet drivers, you're gonna see the windows 10,windows 8 drivers. and that's where you can downloadthe latest ethernet drivers. driver guidance within, we recommendthis not with just surface but if you have any piece ofhardware we recommend you use different technologies in themtd world calls selection profile.
and what we recommend istarget the drivers for that platform for that device. instead of creating an imagewith 4,000 drivers in there for every piece of hardware. during the deployment,like with mdt, you can set up so that only the drivers for surfaceget injected into the deployment and the reason we recommend that iswe've seen some problems where, like intel storage drivers maybe for likea different platform, hp or dell. that driver was writtenspecifically for dell, or
hp, and sometimes when those driversif they end up on surface, versus the driver that we would ship,you can sometimes run in a prom, so. we just recommend try tolimit the amount of drivers you at at that device. >> yeah, i think it's importanti mean the same thing works in reverse. you don't wanna necessarily takethe storage controller driver for a surface device andgo apply that to a dell laptop. at best you're probably not gonnaget great performance out if it.
at worst you might actuallycause a problem that leads to you having toexchange that laptop. so you know it is morework on the front end and setting up your images, but the best practice to follow is thateach image should be specific to the hardware your deploying it on atleast when it comes to the driver. >> or use the make model ofthe device to determine what make, model, the surface pro 3, orsurface pro 4, or surface book. that's the model for chose devices.
so when i see model equals surface book thendeploy surface book drivers. >> yeah,we've talked to some customers, we had to have a lot of fun tryingto figure out which of the thousand extra drivers they had in theirimage what was causing the problem. it's a very time consuming task. >> sothis is kind of a boring slide. i put it in there just for whenpeople download this presentation after the event or during the event.
i just wanted to give you a listof i did some homework for you. i went out andlink those go links are for each of the driver packages foreach device. so, i know they'rekind of spread out. so, i wanna have just one list forcan reference. and those, the link,the fw link is a way. if we change the actual downloadthat fw link is never gonna change, so that you can use that. >> [inaudible].
so, when you go to one of them,this is what it'll look like. this is the surface pro 4 one. and if you go to details it willgive you the date it was published and then, there's a download button,and when you click on the download button you'll see that there'san msi file and also a zip file. and so, you'll, those are dependingon which ones you want, you need the msi or the zip,you can download that. >> just to answer it now,really common question we get msi the filenames, there'sthat number that's not a date.
it may look like a date butit's not actually a date. it's an internal build number. we're trying to finda better way to do that but don't mistake it for a date. you want to actually lookat the date published. instead of that number in the title. >> yep, one of the thing whenyou're deploying the surface, i'll say the surface app and so a lot of customers wanna havethat as part of their image.
the way you can downloadthis application for sideloading is throughthe windows store for business. and then, you basically can sideload that using dism or for powershell. and we actually have a blog thatkind of walks you through that whole process and this would apply forany windows 10 app you want to side load is is now weuse the windows store for business. when you create an account there login there's a check box that say you know show me off-line capable apps.
and then, you can search for,if you wanna. let's say your devices don'thave internet connectivity but you want adobe reader on there orsome other application, you can go up there and download the appxpackage for it and side load it. these are just some links. we've tried to write up a lotof different walkthroughs for how to deploy to surface. so, how to deploywindows 10 using mdt. how to manage surface driver and
firmware updates step by step forthe surface deployment accelerator. i think there's even a lab here. >> yes, yeah. >> this week that willwalk you through that. >> yes, indeed. >> yep, so that's a goodchance to go try those out. so, we have a number ofadmin tools for surface, so i just wanna point those out. we have the surface enterprisemanagement tool, or semm, and
that is for surface pro 4 andsurface book,. and that allows you to managethe uv settings for the device, so if you wanna turn the camera off,or turn the usb port off, you can use this tool tomanage those settings. the surface pro 3 you haveto use a different tool. it's the surface pro 3 firmwaretools, different technology with surface pro 4 andsurface book we actually wrote the ufi bios whereasbefore it was hand, not hand mopthe surface data eraser.
so, this is a tool you can download. you boot it from a usb drive. and what it does is it basicallyissues a command to the device to do a secure wipe. that's something eachtype of device or drive. each drive manufacturer hasa different way to do a secure wipe and that tool issues kinda ofgeneric do a secure wipe and that drive does a wipe in a drive. so, if you're gonna returnthe device back to us for
warranty reasons you wannago ahead and run that and then none of thatdata is recoverable. >> and it will detecta drive when your running it. it'll tell you this drive is foundand do you want to erase now and yeah are you sure you wanna do it,make sure, [laugh] l it confirms. >> yeah>> but yeah, that's a very useful tool>> then, the last one,the surface diagnostic toolkit. you can download this,
and basically it runs you through asuite of tests on a surface device. it's real helpful torun through to find any obvious hardwareproblems with surface. it will have you go through,it's a attended tools, so you have to be there. it can do some ofthe tests automated but others you have to go through it. and it also gathersdifferent logs from a surface device if youwanna gather the logs.
if you wanna troubleshootsomething on your own. it gathers the most commonlogs related to surface. so that's a good tool to do a quick basic test on the device to see ifthere's a hardware problem with it. >> something we shouldsay about these tools. we get feedback on these toolsquite often from customers. they hey can it also do this or this scenario is a littlebit hard to deal with. we love that feedback.
we are constantlyevolving these tools, we're releasing new versionson a regular basis. if you guys do have feedback forus on the tools, please reach out to us,whether you do that. if you have a premier account, you can come through yourtechnical account manager. come through your sales contact,if you call in a support case you can talk toyour support engineer about it. but let us know how wecan improve these tools.
because we wanna enable you to besuccessful in your environments. the only way we do that is bylistening to your feedback. >> and if you have ideas right now,come to the booth. >> yeah, come to the expo floor,talk to us. >> we'll be happyto write them down. cuz we love the feedback. all right, solast thing we have to talk about, which i have a little bitof time to do is thermal. so basically, the jist of this,
what am trying to get across hereis we often here from customers my device is too hot ormy fan runs all the time. and they're comparing it tosomething else that doesn't have a fun or has a very lowspeed processor, right? this is a computer, it's meant todo a lot for you, it's meant to do everything, it's meant to be yourmachine that does your work, that you can read your book on, that youcan surf the web, read your email. it's meant to do everythingfrom the easiest stuff, to the most complicated things,and so physics apply.
so silicone, the faster you movedata in silicone, peak is generated. heat gets generated,fan has to cut on. the hotter the device is, the higherthe rpm's on the fan which makes the fan louder, andthat's gonna be the same way whatever computer you're using,right? but the key thing to rememberhere is that there is an international standard for touchtemperature, the temperature at which you require to turn the deviceoff that a user has in their hands. we, it's up there on the slide.
there's an iec number. that's international standard. we actually cut off surface ata temperature lower than that on purpose for safety reasonsto protect our customers. and so, if you've ever seensomebody talk about, hey, i got the thermometericon on my screen. that meant, your device was too hot,you tried to turn it back on, and it currently at that moment wasexceeding the temperature that, the limit that we have set.
it's not a very common scenario. usually, when this is happening it'sprobably because you've got software that's, that's basically causingyour processor to run hot. so, it's not a problemwith your surface, it's normally a problem withapplications that you're running. so you would use the same kindof troubleshooting you would use to say why is mymachine running slow. you gonna look at task manager,what's using the highest cpu process, is something reading orwriting from my disk nonstop.
am i have to get in the thingslike performance monitor and look at perfmon tools andsee what's going on there. maybe you're antivirus is runninga full scan in the background wide open and it doesn't careif it's using all your cpu. you don't know exactlyat that moment. so, instead of jumpingto conclusion and saying my device must bebroken because my fan is load. that's not true. it's something software is runningthat's causing the fan to kick in.
and so, yeah we wanna make surethat you troubleshoot that again, using all of the tools. as scott mentioned earlier in theearlier slide the powercfg/energy switch, that's a reallyawesome tool because. what's that doing is it's gatheringdata while you're using the device. so, if you runpowercfg/energy/duration/120, and just sit there and work on your computer likeyou work on it normally. then it's gonna track what is usingthe most power during that time,
that 120 seconds. and it'll tell you basicallywhat's eating up your cpu, so. >> all right, so we're gonna stopfor questions here in just a second. but some key takeaways wewanna make sure that you have. first of all, we're listening. we love feedback, we wanna hear about yourexperiences with the device. so, for the rest of the week,come find us on the expo floor, we'll be down there afterthe session this afternoon, and
we'll be down there all week. happy to talk to you guys aboutanything you have going on. whether it's with surface, whetherit's with other microsoft products, it could be technical,it could be non-technical, we're happy to hear your feedback,we wanna hear your feedback. leverage the sales people thatyou work with if you have premier accounts, leverage you premiertechnical account manager. and then, by all means, if you'verun into problems with our devices, call support.
we have people standing by,it's kind of a cliche but we literally have people standing byto take that phone call to help you get through that problem. so, we wanna help you guys out, we wanna make sure that you'resuccessful with our devices. keep your devices up to date. whether that's making sure thatpeople go up to windows update and get updates applied. or whether it's using the {unknown]
to push those updates outto your environments. we issue updates frequently and we do that becausewe're fixing problems. not having an update means thatyou're vulnerable to those problems, so make sure yoursystems stay up to date. when it comes to deploying andmanaging your devices, make sure you're settingyourselves up for success. use the best practices that we'veshared, not just for service but for windows.
when you think about it if you gobuy a thousand surfaces what you're really buying are a thousandpcs that run windows. so make sure that you'remanaging those appropriately. you can save yourselvesa lot of time and trouble later on by doingthe right things up front. and then finally, take note of thosetroubleshooting tools that we've shared, the power cfg reports, thetask manager, all that stuff that you have built into windows that youcan use to troubleshoot problems on your own, find out what's causingthe behavior that you're seeing.
at the very least, what that will enable you to dowhen you pick up the phone and call support, you'll be able toclearly articulate what's going on. we'll be able to helpyou that much faster. you might even be able tosolve it on your own without having to call us. quick call out formicrosoft mechanics, have any of you guys watchedmicrosoft mechanics on youtube? i see one guy, a few guys have.
if you haven't watched these yet, take some time to go watch them,cuz they're actually really cool. you can learn a lot just by watchingthe microsoft mechanics videos. we talk about all kinds of stuff, how do things work under the hood,how is stuff put together. it's really a good resource, it'sabsolutely free, it's on youtube, you can look at it in your phone. so, when you pull down the sidedeck, grab some of those links and go take a look.
>> yeah, i put one at the end there. that one wasn't onmicrosoft mechanics, but it's up on youtube,with ben rudolph. and he goes through the buildingwhere they do a lot of prototyping for surface. so it's a very interesting video, i was looking behind them tosee what's back there a lot, and the equipment we have forprototype and it's pretty amazing. >> it's cool.yeah, they show you the prototypes
for the surface book hinge, andsome of the kick stands for pro 4, they show you a lot ofthe early prototypes and stuff, it's pretty cool. >> okay, so we have about twominutes for questions, and in the interest of time i'm notgonna make you stand up and go to the mic but i am going to repeat yourquestion once you ask it. we'll start with you, sir. >> roadmap for surface pro,
putting an [inaudible]is there any plan? >> okay, so the question is,is there any roadmap that we can share about a surface pro-typedevice with lt connectivity. >> so, unfortunately, i don't haveany information that i can share. i imagine that once we start,or once we get closer to doing something like that,we'll absolutely make announcements, but we don't have any plans that wecan really talk about right now. we are definitely hearing feedbackfrom our customers that that's something you'd like us to explore.
so i can assure you thatit's being looked at, but whether that's next year orthree years away i couldn't tell ya. any other questions, yes sir. >> the monitoring connection standby when it's keeping network link alive, is that througha wake on lan or is that through shootingupdates to the client. >> okay so connect to standbywhen we keep the network alive, why are we doing that, essentially,what's the purpose of it? so the real, the original designpurpose of connected standby and
having the network alive was toallow applications to go out and update. the idea was that whenyou wake that device up, you shouldn't have to wait forit to go download your emails. it should already be there. so that was the original purpose. now as of windows 10 anniversaryedition, if you have an ethernet connection and if you're configuredproperly with the right driver, you can actually do wake on lanwhile you're in connected standby.
that was not possiblebefore anniversary edition, we had to get windowsto go make that change. but like i said, the originalpurpose was just to make sure that your apps could stay up to date andhave the information available for you when you woke the device. >> as for modern apps,toast notifications, any win32 apps are suspended. but like dave said,go on a surface books, surface book 4 anniversary edition.
go click surface ethernet driver ordevice manager. look at properties we've added. >> it's as modern,it's modern standby wake on lan, it's one of the options inthe surface ethernet driver. so yeah, if that's on, andyou've got a book or a pro 4, and you've got windows 10anniversary edition, then you can do wake onlan on the ethernet card. >> okay, we have time forone last question. yes, sir?so, on the dpi's slide you mention
that we [inaudible] refreshscaling or dpi issues? [inaudible]>> the question is, when you're dealing with dpi scalingand issues, you can logoff and logon to reset that, get it towork the way you want it to. is there a script or somethingthat can emulated that behavior? the answer is no, unfortunately. and it's not so much about whatwindows is doing as it is about how the applications initialize. what happens is that when you logonto windows as part of that shell
set up, we go and we figureout monitors are connected and we store that information in memory. and then applications have to goread that information from memory and use it to figure outwhat they're supposed to do. a lot of older applicationsare written so that they only read that informationfrom memory when they launch, and likewise windows is written sothat it's only updating that information when you log off andlog on. now we are looking at changingthat behavior in windows.
and that's why we've provided newapis in the anniversary edition for applications to use. so you're gonna seeimprovement there over time. there are some things that we cando for our applications, but there are other things that applicationskinda have to do for themselves. the challenge that we have nowis getting the word out to all those developers out there, hey, youneed to go update your applications. so that's what we're trying to do. >> and the office team isvery aware of skype and
power point andthey're working on fixes for that. >> they told us we can't saywhen the fixes are coming, but they're coming soon. we'll just say that. >> [inaudible]>> there you go. >> you didn't hear it from us. all right well thank youto everybody for attending. if you have additional questions orif you think of one later, we''re down on the expo floor,look for the windows devices area.
we're gonna be there all week. so, please come talk to us. >> yup.>> [applause] >> thank you.