J
Jennifer Murphy (murphj)
We are using Surface Pro devices (models 4, 5 and 7). Out of 70 users we have 4 users that have the issue described below occasionally and one user that has the issue multiple times each day, every day. I will also list what we have tried so far. (I also have a ticket in with Microsoft.)
Equipment:
Surface Pro Devices (4, 5 and 7) with detachable keyboard
Dell UltraSharp U3415W Monitor
Logitech keyboard and mouse (various models - most are wireless, one is user is wired)
Windows 10 Pro - 64 bit OS
Surface Docking Station (For Business - Version 1)
Issue:
When the user uses the wheel on the mouse to scroll up and down, the screen zooms in and out. This happens primarily with Word since the users are in Word most of the day. However we have also experienced it in Outlook, Excel, Acrobat (Pro 2017) and IE, Edge, Chrome internet browsers.
What we have done:
We have ruled out hardware issues and some software issues. With a brand new machine and completely wiped machines, the issues persists. We suspect it is something within Windows. Any suggestions would be greatly appreciated. The one user has had this issue for over 3 years and none of the IT folks have been able to figure it out!
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Equipment:
Surface Pro Devices (4, 5 and 7) with detachable keyboard
Dell UltraSharp U3415W Monitor
Logitech keyboard and mouse (various models - most are wireless, one is user is wired)
Windows 10 Pro - 64 bit OS
Surface Docking Station (For Business - Version 1)
Issue:
When the user uses the wheel on the mouse to scroll up and down, the screen zooms in and out. This happens primarily with Word since the users are in Word most of the day. However we have also experienced it in Outlook, Excel, Acrobat (Pro 2017) and IE, Edge, Chrome internet browsers.
What we have done:
- Checked for a stuck CTRL key.
- The CTRL is not stuck on the physical keyboard.
- The CTRL button is not stuck on the detachable keyboard.
- The CTRL button is not stuck on the virtual keyboard.
- Detached removeable keyboard from Surface device.
- Replaced the mouse and keyboard with a newer Logitech model.
- Replaced the USB dongle.
- Replaced wireless mouse and keyboard with a wired mouse and keyboard.
- Removed all other devices programed to USB dongle.
- Turned off Bluetooth.
- Removed batteries from Surface Pen.
- Wiped and reset PC - Clean Windows Install - All files wiped. (Pro 7 is brand new, out of the box).
- All Windows and software updates have been done.
- All drivers are up-to-date.
- Disabled Pinch-Zoom feature.
We have ruled out hardware issues and some software issues. With a brand new machine and completely wiped machines, the issues persists. We suspect it is something within Windows. Any suggestions would be greatly appreciated. The one user has had this issue for over 3 years and none of the IT folks have been able to figure it out!
Continue reading...