surface dial screen recognition

Hi , i recently purchased the new surface book 3 and a surface dial. the dial function as expected of screen but i have been unable to get the dial to function on screen at all. the book does not seem to recognize it. i have tried many programs, Maps, Sketchable, Sketchbook app, Ink, Photoshop, nothing works. I am guessing nit is an issue on the surface book side as the dial itself is paired. the screen just does not detect it. i have verified my firmware is up to date.  Any advice?

update: this was an issue of bad/false advertising by Microsoft as on the surface book page it clearly states it is compatible.        https://www.microsoft.com/en-us/surface/devices/surface-book-3/tech-specs 

Thanks to tharok2 for ponting out it is also mentioned here:

https://support.microsoft.com/en-us/surface/surface-book-3-features-261d4bb1-2851-d9d5-2020-283429f6cd8c

this gives all users legal grounds to return the product if they purchased with the understanding that the dial was fully compatible on screen as stated by Microsoft.  

I received an email from the support team.  

This is Johanan C. I hope you are having a nice day and this e-mail finds you great.

The last week we escalated your case, as you requested, to the technical team and developers of Microsoft and we have received the answer from them already. In your specific case they have mentioned to us that currently Surface Dial is not compatible with Surface Book 3 and also Surface Pro 7, Surface Pro X because those are the latest versions of the Pro and Book devices and drivers are still being developed, this is not a hardware situation but software. They also mentioned they are already working in a solution for that and soon (I do not have a specific date) they will be releasing the new drivers for the compatibility with your device. This will probably come included in the new Windows 10 update, so I would recommend to keep your device up to date.


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my surfacebook has also no surface dial detection on it i cant find it in any part of the the device manager

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Ok, so here is the reply I received from Support. 

"The last week we escalated your case, as you requested, to the technical team and developers of Microsoft and we have received the answer from them already. In your specific case they have mentioned to us that currently Surface Dial is not compatible with Surface Book 3 and also Surface Pro 7, Surface Pro X because those are the latest versions of the Pro and Book devices and drivers are still being developed, this is not a hardware situation but software. They also mentioned they are already working in a solution for that and soon (I do not have a specific date) they will be releasing the new drivers for the compatibility with your device. This will probably come included in the new Windows 10 update, so I would recommend to keep your device up to date."

Hopefully they will get this driver to us soon. Should have released it with the laptop.

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Hi Microsoft ,

 

Well , I hope you when you do the windows driver update , you enable the on screen feature for any touch screen which can be capable of supporting this feature , that will be really appreciated .

Sincerely ,

Mostafa 

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today its the 26 september and i downloaded the latest drivers and the new firmware from 26 september dial still doesn't work 

i think microsoft does the same **** stuff they were doing for years. unfinished products and software. ith the same **** every year

the surfacebook 3 is masterpiec of deisn and funktionaleti in theory but in real life 30 to 40% of the funktions dont work like they shut  

im very glad to say that but if could return my surfacebook i would do it

not even ah standart us c dock form hp works well every capy notebook fopr 300 buck dos and my 2200 $ surfacebook neds a overpriced surface dock 

 shame on you microsoft

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i have the same issue with my book 3. I've contacted support and they're sending me a new dial but I don't believe its the dial. It works fine. I think its the book 3. its frustrating. have you figured this out yet?

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its not even maybe solved my surface dial works fine on the book 2 and the surface pro 

also on the surface studio lof a friend . just on the surface book 3 it doesn't work with on screen funktion  it's a driver issue and microsoft doesn't look like they have to hurry to fix that even the actual firmware update from 09.26 did change anything if you look on your device manager there isn't even a surface dial driver installed

very very bad customer service for an overpriced product

if i could return my book3 i would do it  

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Ya I wonder if I could return my surface book 3. I thought it would be perfect. But apparently not. You're right. The dial cost alot of money and yoh can't use it to its fullest potential on the book 3. I didn't get book 2 because of the graphic card. I got sold by the book 3 because of the specs and graphics Nvidia. I might get the book 2 because of the dial. Good to know. Thank you.. 

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I have been wanting a surface book for years and the surface dial is the main reason I wanted it. I checked the specs on the surface book 3 and noted that only the surface book 3 with the discreet gpu supported the dial on screen use. When the surface book 3 was released I took a screen shot of the model that supported on screen use and saved it on my pc with plans to finally buy in October. I just received my Surface book 3 i7 a couple of weeks ago. I tested the surface book right out of the box and noted the dial worked on screen. Since that time I had to update the surface book 3 multiple times due to updates. Since I updated the surface dial does not work on screen! I have been trying to resolve this problem for a couple of days. please help!

Hi, OneAwesomeAaron!

Thanks for reaching out to Microsoft Community and posting your inquiry regarding the use of your Surface Dial on the screen of your Surface Book 3. We appreciate the time you gave us to let us know about this and allowing us to help you out.

Your Surface Dial is working as expected. It works on select Surface devices. Please check this article that discusses an overview on the Surface Dial. There's a note under the setup part that says the following:

Surface Dial works on screen with Surface Studio (1st Gen), Surface Studio 2, Surface Book 2, Surface Pro 4, Surface Pro (5th Gen), and Surface Pro 6. If you’re using another type of PC, use Surface Dial on a desk or other flat surface.

We hope this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

Kind regards,

Janette_Z

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I have no idea why you guys keep posting this response that doesn't mention the surface book 3 as one of the compatible devices when the advertising page for the actual surface book 3 completely contradicts this. Why is one page that could be incorrect because it is outdated be correct when a newer one for the 'actual' device says different? The surface book 3 is listed as supporting on screen surface dial support in multiple places. Below is a screenshot of what it says in one location.

"

Surface Book 3 features Work your way, anywhere

Work your way with three versatile modes of use: Surface Book 3 is a robust laptop, powerful tablet, and portable studio in one.

Unleash your best ideas

Surface Book 3 features the best graphics on any Surface laptop, powered by the latest NVIDIA®  GTX GeForce GPU, up to 2TB of storage, and up to 32GB RAM.

All the connections you need for multiple devices and accessories

Surface Book 3 comes with all the connections you need, including USB-A and versatile USB-C™ ports, plus a full-size SD card slot.

Breathe new life into your creations

Use touch, Surface Pen, and Surface Dial on the vibrant PixelSense™ touchscreen display. Available in two sizes: 13.5" or 15"."

Here it clearly says the surface dial is supported "on" the pixelsense touchscreen display.

Here is what it says on the microsoft store surface book 3 page:

Connections

2 x USB-A (version 3.1 Gen 2)
1 x USB-C® (version 3.1 Gen 2 with USB Power Delivery revision 3.0)
3.5mm headphone jack
2 x Surface Connect ports (one on keyboard base, one on tablet)
Full-size SDXC card reader
Compatible with Surface Dial* on- and off-screen interaction

Thats two separate locations on microsoft pages that show that the surface book 3 is supported by the surface dial 'On Screen" and off.

So what do you have to say about this? If another so called microsoft specialist posts that page about the surface dial again I am going to lose it. That page is much older than the surface book 3 and has not been updated. So either Microsoft is lying to its customers intentionally or a mistake has been made and due to covid 19 or some other lie.

The new Surface Book 3 page clearly says that the surface dial is supported on screen and off.

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That's exactly what I was telling tech support and sales representative. He couldn't really give me answers except that he doesn't know why it's not supported on screen on the book 3 either. Says he'll bring up the issue in his meeting. It sucks because it's such an expensive device that you can't even use on screen!!! It's ridiculous how people buy these products, yet you can use it to its fullest potential, let alone, buying the latest Microsoft book thinking its definitely going to work. So basically, when I spoke with Microsoft agent, my issue was never resolved except "I'll bring this attention to my next meeting". 

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Last updated October 19, 2020 Views 291 Applies to: