11 Replies Latest reply on Nov 8, 2018 6:30 AM by Ascendum

    Issues presenting from Microsoft Surface

    Phil.Price

      Hello,

       

      We have a number of hubs in classrooms and for the most part it is working well. We are currently looking at new devices for teachers and the Microsoft Surface is on the list to be looked at - however there is an odd issue when presenting to Unite from a Surface.

       

      When presenting the desktop, the image doesn't fill the hubs screen. Instead, it appears in the centre with white or black bars appearing at the top and bottom (See attached IMG_0631.jpg). There are also black bars at the left and right, which make sense as the aspect ratio of the Surface's screen doesn't match the hub, so I can see why they exist, but the top and bottom seem to be a bug. It also affects where the virtual pointer is located on the projected screen.

       

      Interestingly this only affects WebRTC mode - if the hub has this disabled the image appears correct (IMG_0632.jpg) but that's not an option for us as it is quite slow and lacks audio.

       

      Things get far worse if the Surface happened to be in portrait mode when presentation started (IMG_0633.jpg) - my guess is that the client collects the screen resolution before it locks it back into landscape mode.

        • 1. Re: Issues presenting from Microsoft Surface
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Phil.Price,
           
           Thank you for joining our Intel ® Community.
          I understand that you are experiencing Graphic issues with Intel® unite in your Microsoft Surface*.
          In order to assist you better, please go ahead and provide me with the following information:
          HUB/Client computer details
          HUB manufacturer(s):
          HUB model(s) and SKU:
          Client model(s):
          Windows OS (provide Version number if Win10, and 32- or 64-bit) and update version:
          Intel Unite® Client version:
          If problem happens with Extended Display provide version:
          Intel Unite® HUB version:
          Intel Unite® Server version:
          Intel Unite App Extended display driver version:
          HUB and Client Graphics Driver version and vendor:
          Intel Plug in information (If applies)
          Name of the plugin:
          Plugin Version:
          Also, you may try our newest Intel Unite® app Extended Display Driver, this updated driver resolves some graphics issues that might be caused by the extended display driver installed with the Intel Unite® client application.
          To install the update, download the Intel Unite Extended Display.mui.msi file to the intended system and launch the file.
          I hope this helps.
          Regards,
          Diego S.
           

          • 2. Re: Issues presenting from Microsoft Surface
            Phil.Price

            Hi Diego, thanks for your response. Apologies for the delay, I don't have access to a surface device all the time (as we are currently only testing)

             

            HUB manufacturer(s): Intel

            HUB model(s) and SKU: Compute Stick STK2MV64CC

            Client model(s): Microsoft Surface Pro

            Windows OS (provide Version number if Win10, and 32- or 64-bit) and update version: Windows 10 Education 1709 x64

            Intel Unite® Client version: 3.3.153.36

            If problem happens with Extended Display provide version: Problem occurs with or without extended display

            Intel Unite® HUB version: 3.3.153.36

            Intel Unite® Server version: I'm not sure how to find this out, but I upgraded to the version in the 3.3 PV4 package

            Intel Unite App Extended display driver version: N/A

            HUB and Client Graphics Driver version and vendor:

             

            HUB:

            Intel HD Graphics 515 version 23.20.16.4973

             

            Client:

            Intel Iris Plus 640 version 24.20.100.6136

             

            Intel Plug in information (If applies)

            Name of the plugin: N/A

            Plugin Version: N/A

            • 3. Re: Issues presenting from Microsoft Surface
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Phil.Price
              Thank you for your response.
              We are currently investigating further regarding the issue that you are experiencing, we will contact you as soon as possible.
              In the meantime, were you able to test our newest Intel Unite® app Extended Display Driver?
              I hope to hear from you soon.
               
              Regards,
              Diego S.
               

              • 4. Re: Issues presenting from Microsoft Surface
                Phil.Price

                Thanks Diego,

                 

                I've tried to install the extended video driver from the link, however it tells me that the driver is already up to date, so presumably it is the same version as ships with the 3.3.153 package.

                 

                Some additional information - today I had a colleague from another school on site with his Lenovo Miix 720, which is in many ways very similar to the Surface, so I asked him to try presenting. His device showed the same letterboxed screen.

                 

                I believe it has something to do with the ultra high resolution of the devices (2736x1824 on the Surface - didn't think to check the Lenovo). Lowering the resolution does allow the screen to be filled, however this isn't really an option for our clients.

                 

                Regards,

                Phil

                • 5. Re: Issues presenting from Microsoft Surface
                  Ascendum

                  We have the same problem with Surface. In HP Computer with resolution 1920x1080 it`s working fine.

                   

                  We have updated graphics drivers and same problem.

                   

                  it`s seem bug of 3.3.153.36 version, if you know any more, please tell me.

                   

                   

                  thanks!

                  • 6. Re: Issues presenting from Microsoft Surface
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                     
                    Hello Phil.Price and Ascendum,
                    Thank you for your response.
                    We are performing research about the issue that you are reporting, I will post you back as soon as we have news
                    I hope to hear from you soon
                    Regards,
                    Diego S.
                     

                    • 7. Re: Issues presenting from Microsoft Surface
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello Phil.Price,

                      Thank you for your patience.
                      We are still working on your case, I reach you back as soon as possible.
                      Regards,
                      Diego S

                      • 8. Re: Issues presenting from Microsoft Surface
                        Phil.Price

                        Hi Diego,

                         

                        Any progress on this?

                         

                        Regards,

                        Phil

                        • 9. Re: Issues presenting from Microsoft Surface
                          dorli

                          Hello Phil.

                           

                          We are working on reproducing the issue your are facing with the Microsoft Surface system. Once we get the results I will let you know.

                           

                          Thanks

                          • 10. Re: Issues presenting from Microsoft Surface
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello Phil.

                            Please check your email. We have sent you a direct email about this situation. 

                            Thanks for your understanding and patience.

                            • 11. Re: Issues presenting from Microsoft Surface
                              Ascendum

                              Good Afternoon,

                               

                              Could you send me the email too please, We have the same problem with Surface.

                               

                              Thanks!