Support for Perceptive Pixel by Microsoft devices

Help and support for PPI by Microsoft 55" and 82" devices. Links to technical solutions, downloads and answers to top issues.

Support options and resources

Self-support options

Touch Driver for Windows
Download the latest version of the Touch Driver for Perceptive Pixel by Microsoft ProCap 55", 82" and legacy 27” devices.

Perceptive Pixel firmware update
The Perceptive Pixel Firmware Update utility ensures that you have the latest firmware for your Perceptive Pixel touch device and each associated Perceptive Pixel active stylus.

Workstation recommendations
The minimum and recommended system requirements for USB-based Perceptive Pixel by Microsoft 27", 55" and 82” devices.

How do I calibrate my device?
See how to calibrate USB-based Perceptive Pixel by Microsoft 27", 55” and 82” devices.

How do I enlarge the onscreen keyboard under Windows 8?
This Microsoft hotfix will correctly size a Windows 8-based on-screen keyboard to your display and will provide better accuracy when touching keys.

Perceptive Pixel by Microsoft Device Connectivity Guide
Information how a consumer can connect their PC to a Perceptive Pixel by Microsoft device using different graphic card connections.

Warranty and Support terms
Document detailing the warranty and support terms for Perceptive Pixel by Microsoft devices.

Ask the community

Community resources are not available at this time for Perceptive Pixel by Microsoft.

Get technical support

Get Microsoft technical support
To contact a Microsoft support professional, click on the link above. We’ll ask you a few questions to help us determine what your support options are. The support options may include email, on-line submission or phone support.

User and installation guides

Download the up-to-date guides to the latest Perceptive Pixel by Microsoft products.

General Information

82" ProCap device

55" ProCap device

Active Stylus

FAQ

Show all

  • Display Devices

    • Hardware and Software

      • What are the system requirements?

        System Requirements
        • Windows 8.1 for best experience
          Windows 7 is supported but with reduced OS touch features

        • Modern mid-range level processor or better

        • 4GB system RAM or better (8GB recommended)

        • Display resolution supporting 1920x1080 (55” & 82”)
          120Hz refresh rate recommended for best performance (55” only)

        • Digital video output to connect to DVI input (55”, 82”) or DisplayPort (with adapter)
          Dedicated DirectX 11-capable video adapter recommended for best performance

        • Dedicated USB 2.0 port (not a shared port via USB hub)

        Note: While the 55” device is capable of displaying 1920x1080 @ 60Hz, however the optimal resolution is 1920x1080 @ 120Hz

      • Where can the latest versions of the driver and firmware be downloaded?

        The latest driver can be found on the Microsoft Download Center.

        http://www.microsoft.com/en-us/download/details.aspx?id=38790

        1. Download and install the Perceptive Pixel Touch driver by clicking the Download button found on the above link.

        2. If your browser prompts you to Save or Run the file, click Run to start the installation immediately or click Save to copy the download to your computer for installation at a later time.

        3. When the installer launches, click Yes to allow the program to make changes to your computer.

        4. Follow the instructions on the screen to install the Perceptive Pixel Touch Driver.


        The latest firmware for your Perceptive Pixel touch device and each associated Perceptive Pixel active stylus can be found on the Microsoft Download Center.

        http://www.microsoft.com/en-us/download/details.aspx?id=42024

        1. Make sure that you are running the latest Perceptive Pixel Touch Driver, available here: Perceptive Pixel Touch Driver

        2. Download and install the Perceptive Pixel firmware update utility by clicking the Download button above.

        3. If your browser prompts you to Save or Run the file, click Run to start the update immediately or click Save to copy the download to your computer for update at a later time.

        4. 4.When the updater launches, follow the instructions on the screen to update your Perceptive Pixel device and any associated stylus with the latest firmware.

      • A visible diagonal line is seen on the 82” device, crossing diagonally from top to bottom.

        This is normal. The line will not be visible when the display is showing an image and does not cause any problems with the touch performance. During the process of constructing the touch sensor on the PPI 82” product the display sensor is divided into two sections along the center line to improve performance. This bifurcation line starts from the center of the display and runs in a vertical line at a slight angle left to right. This should not be a concern and you will find that the screen works as designed.

      • Can the 55” and 82” devices be wall mounted?

        Yes, both devices can be mounted on a wall. The wall mounting hardware is included with each device. Please refer to the User and Installation guides section on the PPI Support website.

      • Do the 55” and 82 devices use VESA mounts?

        The PPI 55” can use a standard 400mm x 400mm VESA mount. The 82” device does not follow the VESA standard. Care should be taken with the 82” device when using anything other than the provided mount as the 82” device weighs 265lbs.


        Perceptive Pixel by Microsoft 82” Touch Device mounting quick guide

        http://download.microsoft.com/download/D/E/2/DE2381CF-2D8E-4129-A1FD-68BFDFBA0812/PPI_82_Mounting Quick Guide.pdf

      • Can the logo be removed from the face of a 55” device?

        No, the logo cannot be removed. The logo is printed under the front glass which is not removable.

      • Can a PPI touch device be used in a dual display configuration?

        A PPI by Microsoft device can be used in a dual display configuration. If the graphics adapter is configured to use “Clone Mode” then the non-PPI display must be set to the same resolution as the PPI device. This will ensure that the touch mapping is set correctly for the display. If the graphics adapter is configured “Extend”, then it will be necessary to ensure that touch mapping is configured for the correct display. This process requires the user to enter into the “Perceptive Pixel by Microsoft” as well as the “Tablet PC Setting” applications, both found in Control Panel.

        1. From the Start Screen, type "Control Panel" to open the desktop Control Panel showing All Control Panel Items

        2. Tap/Click on “Perceptive Pixel by Microsoft”

        3. Within the Perceptive Pixel by Microsoft Control Panel app choose the listed PPI by Microsoft Sensor and then press the “Properties” button.

        4. Under “PPI application settings, Map touches to:” drop-down box, choose your PPI device.

        5. Click OK to lock in the settings.

        6. Return to Control Panel and Tap/Click on "Tablet PC Settings"

        7. Next to "Configure your pen and touch displays." tap/click "Setup"

        8. On the dialog that pops up, click "Touch Input".

        9. On one of your displays, you will see "Touch this screen to identify it as the touchscreen", if this is on your PPI display, touch the PPI screen. If not, press [Enter] to move to the next screen.

        10. Follow this until the touch request screen appears on the PPI display and touch the display.

        11. Repeat for all PPI displays connected to your system.

        12. [Optional] Repeat the above process using the PPI Stylus, selecting "Pen input" in step 4.

        13. Click OK or Apply to lock in the settings.

          PPI Touch Device Tablet PC Settings
      • What are the power requirements for the 55” and 82” devices?

        Both devices support 110/220 VAC Universal 50/60Hz. The power consumption for the 55” device is 250 watts (max) while the 82” device is 1210 watts (max).

      • Can a KVM be used with the PPI devices?

        Many switches are not designed to handle the amount of data we send through the USB bus and many switches and most KVM extenders are only USB 1.1. While some claim to be USB 2.0 compliant, they are not fully compliant. The USB equipment needs to be able to handle a bulk transfer rate between 6.5 to 7.5 MB/sec, anything less will cause the touch sensors to appear and disappear in Device Manager. Additionally, our touch interface doesn’t use the “USB HID” protocol that most KVMs require.

    • Troubleshooting

      • What should I do when touch is not functioning on my PPI device?

        Please use the following checklist:

        • Verify that the Touch Driver is installed and that it is the latest version. The latest version can be downloaded from here: http://www.microsoft.com/en-us/download/details.aspx?id=38790

        • Reseat and check the USB connection on both the device and the host PC.

        • Power cycle the device using the rocker switch next to the power plug, located at the bottom of the display.

        • Verify if the sensor is visible to the system. Start the Perceptive Pixel by Microsoft app located in the Control Panel. The PPI by Microsoft Touch Device should be listed under “Sensor Devices”.

          Perceptive Pixel by Microsoft
        • Verify that touch is enabled for the device.

          • Choose the touch device listed under Sensor Devices.

          • Select Properties…

          • Verify that Pen and Touch devices under Window settings are checked on.

            Pen and Touch settings
        • oVerify that the system recognizes the touch sensors via Device Manager. Under “Human Interface Devices” you should find a listing for a single Perceptive Pixel by Microsoft Touch Device. Also, under the Touch sensors the system should list two Touch Devices, an Auxiliary and Data Port. Verify that there are no errors being reported for these devices in Device manager (i.e. no exclamation points)

        Current driver can be downloaded from:

        http://www.microsoft.com/en-us/download/details.aspx?id=38790

      • False/random touches

        False or random touches are generally caused by a short circuit in a section of the touch device. This short circuit can be caused by a defect in the screen or by static electricity in the vicinity of the device Shorts caused by a defect are generally restricted along a single path, either horizontal or vertically. Those caused by static electricity are more randomly placed but can be restricted to an area of the device, i.e. Lower right quadrant. Shorts caused by static electricity will begin to dissipate over time while a defect will be more consistent or worsen over time.

        The image below illustrates false touches along a horizontal line.

        False Touches
      • False touches in random areas on 55” device; top left or bottom right.

        Touches can be seen momentarily flashing across different areas of the display. It is also possible that a “scan line” (a horizontal line moving from the top of the display to the bottom) can be seen moving down the screen.

        Particularly in a broadcast television environment, it is common for display devices to utilize a refresh rate of 59.94Hz. A 55” device utilizes a refresh rate of either 120Hz (native) or 60 Hz. While it is possible for the 55” device to display an image at the 59.95Hz refresh rate, doing so can cause the display to generate false touches.

        Utilizing the Screen Resolution tool (Control Panel\All Control Panel Items\Display\Screen Resolution) verify that the display is configured properly. Once in “Screen Resolution” click “Advanced Setting” and then choose the tab labeled “Monitor” in the new window. The monitor type should show the PPI 55” device. Under Monitor Settings, Screen refresh rate, the setting should be set to 60 Hertz.

        Note: In broadcast television, many utilize DVI to SDI converters to transmit the video signal over large distances. On the display end, the signal is converted back to DVI. When this method is used, the display and resolution may not show the same as a directly connected PPI device. When such a method is used, the refresh rate may only show 30 HZ interlaced (half of 60hz), which is acceptable.

        Generic PnP Monitor
      • I have dark, light or constant colored dot(s) on my Display.

        The issue your display is exhibiting is either a dead or stuck pixel. A stuck pixel shows as a constant color regardless of what is being displayed on the screen. A dead pixel is always black and can be easily seen on a light colored background. The PPI specification allows for up to three bad pixels, within certain parameters.

      • A certain region or a horizontal line doesn’t respond to touch

        A bad receiver/transmitter board or an open circuit can cause certain areas of the device to have no active touches. If the device has a large rectangular area which doesn’t respond to touch, it is safe to assume that a single transmit or receive board is faulty. An example of an open circuit is when there are no touches on a single line, spanning left and right horizontally. This line doesn¬’t need to span the entire width of the device.

        The image below shows a horizontal line which has no touch beginning at the bifurcation line.

        Horizontal line
      • No Image on the display, but the source LED is green

        A green LED indicates that a valid signal is being seen by the device. First verify that the PC is providing a valid image using a second monitor. The user should also verify that the brightness control is set properly. Brightness controls are located on the right side of the device. If the display continues to be dark after adjustment, the device’s backlight might have failed. To verify if the display is functional but has a faulty backlight, place a flashlight on an angle against the glass. If a faint image of the desktop is seen, then the backlight is at fault. If an image cannot be seen it is possible that the LED display has failed.

      • Area of the display seem brighter/darker. Backlight isn’t illuminating display evenly.

        If certain sections of the display seem darker or lighter that other sections of the display, it is possible that the backlight or backlight power supplies are not functioning properly.

      • My 82” display looks cloudy or has an area which has a ghost image.

        This is typically caused by burn-in, when a display has graphics displayed on the screen and is not powered off for an extended period of time. To help prevent this, it is recommended that the device should remain on for no more than 18 hours a day.

        Brighter/darker area

        To ensure that the display functions properly over its lifetime, several operating usages are required.

        1. Normal operating condition:

          • Temperature: 20 ± 15℃

          • Humidity: 65 ± 20 %

          • Display pattern: Moving picture or regular switchover display.

          • Note: Long-term static information image may cause uneven display.

        2. Operating usages under abnormal operating condition. Note (1)

          1. Ambient condition

            Well-ventilated place is recommended.

          2. Power off and screen saver

            Periodical power-off or screen saver is needed after long-term static display. Note (2)

        3. Operating usages to protect uneven display due to long-term static information display

          1. Suitable operating time: under 18 hours a day.

          2. Static information display is recommended to use moving picture periodically.

            Change display to moving picture for 10 seconds after 5 minutes static information display.

          3. Background and character (image) color change

            Use different colors for background and character (image), respectively.

            Change colors periodically.

          4. Avoid combination of background and character with large different luminance.

        Note (1) Abnormal condition means every operating condition except normal operating condition.

        Note (2) Moving picture or black pattern is strongly recommended for screen saver.

      • Display has a red, green or blue hue

        When a display has a single color hue it is a sign that the display is not receiving a proper RGB signal. A dual-link DVI-D cable is included with both the 82” and 55” devices. All cable connections should be reseated and verified that a proper connection is being made. All cable connectors should be checked for crimped or flattened pins. Replace cables if needed. If the issue continues, verify the output of the source PC. The device should also be tested using another PC for input in case the graphics card of the host PC has failed.

      • Poor image color when display is viewed through a camera (Broadcast Television)

        Television broadcast stations require that displays used on-air have their color correction adjusted to be more appealing when seen by the home viewer. The Perceptive Pixel by Microsoft 82” device doesn’t include the needed built-in hardware for color correction. Color correction is possible using either software correction on the PC, i.e. Nvidia Control Panel or through a hardware color corrector. The PPI by Microsoft 55” device does include a built-in color corrector. The setting for the color corrector is managed by the 55” HID interface (PPI_55_Interface.01.07.exe) software. The customer must request this software via PPI Support.

        Some customer’s might have an issue with visible scan lines seen when shooting through a broadcast camera. Some manufacturers have features to compensate. For example, Sony cameras have a feature called “Clear Scan”. This feature is used to compensate for the visible scan lines that are seen when shooting a computer display.

    • Display Maintenance

      • What should be used to clean the front of the display?

        Included with the device is a single bottle of cleaner and a microfiber cloth. Once this is depleted, users should utilize a nonabrasive cleaner. We recommend using Novus #1 plastic polish. Don’t utilize Novus #2 or #3 as they both contain abrasives which will damage the surface of the device. A slightly damp, not wet, cloth can also be used to clean the surface. Isopropyl alcohol may also be used to clean the display.

        Spray a small amount of the cleaner on the cloth and gently wipe the touch screen. Do not spray cleaner directly onto the touch screen, as any fluid dripping into the enclosure may damage the electronics.

        To refresh the smooth feel of the touch screen, use the PPI display cleaner. Additional cleaner is not available through Microsoft but can be purchased at many craft and automotive stores.

        NOTE: Do NOT use abrasive cleaners, as they will scratch the surface.

      • What are the optimal operating conditions for the 82” PPI device?

        To ensure that the display functions properly over its lifetime, several operating usages are required.

        1. Normal operating condition:

          • Temperature: 20 ± 15℃

          • Humidity: 65 ± 20 %

          • Display pattern: Moving picture or regular switchover display.

          • Note: Long-term static information image may cause uneven display.

        2. Operating usages under abnormal operating condition. Note (1)

          1. Ambient condition

            Well-ventilated place is recommended.

          2. Power off and screen saver

            Periodical power-off or screen saver is needed after long-term static display. Note (2)

        3. Operating usages to protect uneven display due to long-term static information display

          1. Suitable operating time: under 18 hours a day.

          2. Static information display is recommended to use moving picture periodically.

            Change display to moving picture for 10 seconds after 5 minutes static information display.

          3. Background and character (image) color change

            Use different colors for background and character (image), respectively.

            Change colors periodically.

          4. Avoid combination of background and character with large different luminance.

        Note (1) Abnormal condition means every operating condition except normal operating condition.

        Note (2) Moving picture or black pattern is strongly recommended for screen saver.

  • Stylus

    • Hardware

      • Explanation of LED lights for the Stylus and charging station.

        A fully charged stylus should be operational for about a week. Usage may affect operational duration. Charging time from a full discharge is 2.5 hours.

        Stylus Status LED

        Stylus Status LED

        • Blue –Pairing started

        • Magenta – Pairing ended

        • Green – Paired

        • Red – Paired, but battery is low

        • White – Programming mode


        Charger Status LED
        • blue – no stylus found

        • orange – charging

        • green – charging complete

      • What frequency and power does the stylus operate?

        The Stylus transceiver operates in the world wide ISM frequency band at 2.400 - 2.4835GHz and uses a custom “non-standards” based protocol

        RF signal power is -12dBm or 0.063095734448mW

    • Troubleshooting

      • The Stylus will not pair with the display

        Ensure that the Stylus has had enough time to charge. Charging time from a full discharge is 2.5 hours. The LED found on a Stylus charger will show orange when charging and green when charging is complete. A Stylus that is not paired to a display will have a solid blue LED.


        To pair the stylus to a PPI device:

        1. Install the PPI Touch Driver on the computer.

        2. Press the tip of the stylus against a hard surface other than the PPI Touch Device screen and press both ends of the stylus button simultaneously until the LED turns blue. This should take at least one second and may take noticeably longer if other touch-enabled devices are nearby.

        3. Now press the tip of the stylus against the PPI Touch Device screen. Keep the tip of the stylus on the PPI Touch Device but release the button once the LED turns blue. The stylus LED should cycle through magenta and then to green. The stylus LED may also turn blue at times during this process. Once the LED turns green the stylus is paired to the PPI Touch Device. If the stylus LED turns red, it means it is paired but the battery is low.

        If at any time the Stylus becomes unresponsive, return it the charging cradle.

        Note: If pairing stylus with the 82” PPI device, please check for the presence of the Stylus antenna located on the left bottom of the device. If present, adjust antenna so that it is pointing vertically towards the floor.

      • Stylus reset/factory-default state

        • Resetting the stylus

          The stylus can be reset by placing it onto the charging cradle. When removed, the LED on the stylus should flash amber once. The amber flash is a signal that the microprocessor within the stylus has reset.

        • Factory-default state

          This mode is similar to the stylus’s sleep state (which it enters after a certain amount of inactivity), except that the stylus will only exit this state when a button is pressed and that when awaken it will automatically begin to pair.


          To place the stylus in to factory-default:

          • Rev. 642 and below:

            1. Press both ends of the rocker switch down at the same time.

            2. Hold for about 20 seconds. When the LED turns Amber, it is in deep sleep mode.

          • Rev. 1244 and above:

            1. Press tip against a surface OTHER than the screen

            2. Press both ends of the rocker switch down at the same time.

            3. Hold for about 20 seconds. When the LED turns amber, the stylus has been placed into a factory-default state.

          Note: When awoken from the factory-default state, the stylus will be placed automatically into “pairing” mode. Simply place the stylus against the front glass of the screen to complete the pairing.

      • Stylus keeps inking when hovering over a display

        Using an application such as paint or One-note, the Stylus will continue to draw when up to 1” away from the display.

        To test this behavior use Sensor View; which is part of the Perceptive Pixel by Microsoft Control Panel App. Start the PPI app and click the Sensor View button which is found under the Advanced Tab. When the stylus is brought near the display, 5 data points are shown near the intersection point of the stylus and display. Under normal circumstances the fourth line, “pres:”, should register 0.0000. Only when the stylus is against the display should any pressure register.

        Reseating the Pen tip:

        1. Unscrew the front of the Pen.

        2. Be sure not to remove the tip from the tip enclosure.

          (There is a very small spring inside that may be damaged or lost)

        3. Tighten the Pen Tip

Warranty and Support terms

LIMITED WARRANTY & SUPPORT TERMS

These Limited Warranty and Support Terms are an agreement between Microsoft Corporation and you. Please read them carefully. BY ACCEPTING SHIPMENT OF YOUR PERCEPTIVE PIXEL BY MICROSOFT TOUCH DEVICE PURCHASED FROM AN AUTHORIZED SELLER (“HARDWARE PRODUCT”) OR BY ACCEPTING OUR PERFORMANCE OF HARDWARE PRODUCT SUPPORT, YOU AGREE TO THESE TERMS.

  1. WARRANTIES. Customer shall be entitled to warranty coverage solely as identified below.

    1. Limited Hardware Warranty. Microsoft warrants that the Hardware Product, will perform substantially as described in the applicable Hardware Product documentation for a period of one year from the first day of the month after the Hardware Product is received by Customer (the “Limited Hardware Warranty Term”). Hardware Product that does not meet the Limited Hardware Warranty is subject to Return to Factory Support or, for an additional fee, Advance Exchange Support as defined below in Section B. Customer must (i) provide notice to Microsoft during the Limited Hardware Warranty Term, and (ii) upon request, provide proof of purchase including serial number of the Hardware Product and date of purchase. This Limited Hardware Warranty only applies if you have made full payment for the Hardware Product and only covers those defects that arise as a result of normal use of the Hardware Product. This warranty does not apply to any (a) software, (b) Hardware Product that has been damaged by negligence; abuse; accident; act of God; misuse; misapplication; incorrect line voltage, fluctuations and surges; failure to follow operating instructions; or improper installation (unless such installation was performed by Microsoft), or (c) Hardware Product that has been modified or had its seals broken or serial number removed or defaced.

    2. No Other Warranties. The express warranty stated in this Section A is the only express warranty to Customer and is provided in lieu of all other express or implied warranties and conditions (if any) including any created by any other statements, documentation or packaging. No other warranties or conditions are made with respect to the Hardware Product or the Limited Hardware Warranty by any person, including but not limited to Microsoft and its suppliers. No other information (oral or written) or suggestions given by Microsoft, its agents or suppliers or its employees, shall create a warranty or condition or expand the scope of the Limited Hardware Warranty stated in Section A. Also, there is no warranty or condition of title, quiet enjoyment, or non-infringement in the Hardware Product. Customer may have greater rights existing under legislation in Customer’s jurisdiction. Where any term of the Limited Hardware Warranty is prohibited by such laws, it shall be null and void, but the remainder of the Limited Hardware Warranty shall remain in full force and affect.

  2. HARDWARE PRODUCT SUPPORT. Microsoft offers the following types of support for the Hardware Products. Some Support Services may be provided by a Microsoft contractor.

    1. Installation. An installation date will be mutually agreed upon by the Parties. Prior to the installation date, Microsoft can conduct a site review. Microsoft will evaluate the planned installation location, the loading dock location, and the available space to move the Hardware Product. Microsoft will review Customer’s power source and networking. If a site review is conducted, Microsoft will provide customer with an assessment of the work needed to prepare the Customer’s site for proper Hardware Product installation. On the installation date, a Microsoft resource will arrive at the Customer site. The Microsoft resource will unpack the Hardware Product, clean and examine it for any damage, and install the Hardware Product. The Microsoft resource will power up the Hardware Product and test system and application performance.

    2. Return to Factory Support - Customer must open a service ticket through the ppihelp@microsoft.com web portal and request Return to Factory support for the Hardware Product. Microsoft will contact Customer to identify and verify a defect. Microsoft will repair or, at Microsoft’s sole discretion, replace defective Hardware Product. Customer is responsible for returning the Hardware Product for repair, using adequate packaging, such as the packaging included with the original product or its equivalent. Customer is responsible for paying all shipping charges to send the Hardware Product back to Microsoft and must insure the shipment or accept the risk of loss or damage during transit. Upon receipt of the Hardware Product, Microsoft will verify the defect and use commercially reasonable efforts to perform necessary repairs within 5 business days. Microsoft will then ship the Hardware Product back to the Customer address of record. Return to Factory Support includes parts, labor, and return shipment of the Hardware Product back to Customer after repair. It does not include duties, customs fees, taxes or related costs.

    3. Advance Exchange Support - Customer must open a service ticket through the ppihelp@microsoft.com and request Advance Exchange Support for the Hardware Product. Microsoft will contact Customer to identify and verify the defect. Where there is a reasonable expectation that the problems are caused by the Hardware Product, Microsoft will place equivalent replacement Hardware Product parts in the mail for shipment to Customer’s address of record within 3 business days at Microsoft’s expense. Customer is responsible for installing replacement parts, packaging the defective Hardware Product parts in the same packaging the Advance Exchange Hardware Product parts were received, and making arrangements with Microsoft within seven (7) business days for the return of the defective Hardware Product to Microsoft. Shipping charges will be paid by Microsoft. Hardware Product not returned within 10 business days will be billed to Customer at current Microsoft prices.

    4. Onsite Repair. Customer must open a service ticket through
      http://support.microsoft.com/gp/perceptive-pixel and request Onsite Repair Support for the Hardware Product. A Microsoft resource will contact Customer to schedule a mutually agreed upon service date. The Microsoft Resource can be onsite within 2 business days. The Microsoft resource will arrive at the Customer site at the prescribed date and time to service the Hardware Product.

    5. Consultation and Problem Resolution. Microsoft shall provide consultation to Customer via email or telephone during normal business hours [Monday – Friday, 8am EST to 8pm, EST] to permit Customer to report problems and seek assistance in the use of the Hardware Product. Microsoft shall assist Customer in the diagnosis of Hardware Product issues. Customer acknowledges and agrees that to the extent that repair and/or replacement involves costs not covered under Return to Factory Support, Advance Exchange Support, or Onsite Repair Support (including, but not limited to, express shipping), Customer is responsible for all such costs.

    6. Customer Cooperation - Customer agrees to cooperate with Microsoft: (a) to notify Microsoft promptly of any defect, error or Hardware Product malfunction and to submit to Microsoft such information that Microsoft may reasonably require to reproduce the error or Hardware Product malfunction and the operating conditions under which the error or Hardware Product malfunction was discovered; (b) to install, if requested by Microsoft and within Customer security guidelines, a network connection that will be made available to Microsoft for the purpose of resolving problems, reviewing Customer use of software, or for any other reasonable purpose, and (c) to notify Microsoft of any additional hardware or software not purchased from Microsoft that may be used in conjunction with the Hardware Product.

  3. SUPPORT TERMS.

    1. During the Limited Hardware Warranty Term, Microsoft provides Return to Factory Support under the terms of Sections A and B.

    2. For separate fees due upon the initial purchase of each Hardware Product, Customer can (1) add Installation Support (2) add Advance Exchange Support or Onsite Repair Support during the Limited Hardware Warranty Term or (3) extend Return to Factory Support, Advance Exchange Support, and/or Onsite Repair Support for up to two years following the Limited Hardware Warranty Term.

    3. If Microsoft is unable to repair defective Hardware Product during the Limited Hardware Warranty Term specified above, Microsoft will replace the defective Hardware Product with equivalent Hardware Product. Any replacement Hardware Product may be either new or like-new, provided it has functionality at least equal to that of the Hardware Product being replaced. If Advance Exchange Support is purchased, Hardware Product will be exchanged in accordance with the terms of Section B.3. If Onsite Repair has been purchased, the Microsoft resource will remove the existing Hardware Product and replace it with equivalent Hardware Product. Replacement of Hardware Product may require multiple onsite visits.

    4. Support for Hardware Products is dependent upon the availability of resources and materials. Microsoft will use commercially reasonable efforts to make necessary resources and materials available.

    5. Consultation and Problem Resolution is provided in conjunction with Return to Factory Support and Advance Exchange Support.

    6. Customer is responsible for any work necessary to prepare the site for Microsoft Product installation.

    7. Customer is responsible for disposing of any packaging debris, connecting the Hardware Product to the Customer’s network or other hardware peripherals (e.g., enclosures, printers, cameras, etc…) and setting necessary passwords.

    8. Microsoft will use ground shipping to ship Hardware Product to Customer.

  4. LIMITATION ON AND EXCLUSION OF REMEDIES AND DAMAGES. Customer can recover from Microsoft and its suppliers only direct damages up to the amount Customer paid. Customer cannot recover any other damages, including consequential, lost profits, special, indirect or incidental damages. This limitation applies to

    • anything related to the Hardware Product or Limited Hardware Warranty;

    • Hardware Product Support; and

    • claims for breach of contract, breach of warranty, guarantee or condition, strict liability, negligence, or other tort to the extent permitted by applicable law.

    It also applies even if Microsoft knew or should have known about the possibility of the damages. The above limitation or exclusion may not apply to Customer because Customer’s country may not allow the exclusion or limitation of incidental, consequential or other damages.

  5. CONFIDENTIALITY. Any and all information identified by either Party as “Confidential” and/or “Proprietary”, or which, under all of the circumstances, ought reasonably to be treated as Confidential and/or Proprietary ("Confidential Information"), will not be disclosed to any third person without the express consent of the other Party except under the terms of this Agreement for five (5) years following the date of its disclosure. These confidentiality obligations shall not apply to any information which is, or becomes, available to the general public other than through a breach by the receiving Party, or is developed through the independent efforts of the receiving Party. Either Party shall be free to use for any purpose the residuals resulting from access to or work with such Confidential Information, provided that such Party shall maintain the confidentiality of the Confidential Information. The term "residuals" means information in non-tangible form, which may be retained by persons who have had access to the Confidential Information. However, nothing in this paragraph shall be deemed to grant to either Party a license in the other Party's copyrights or patents. Either Party may provide suggestions, comments or other feedback to the other with respect to the other’s confidential information. Feedback is voluntary and the Party receiving feedback is not required to hold it in confidence. The Party receiving feedback will not disclose the source of feedback without the providing Party’s consent. Feedback may be used for any purpose without obligation of any kind. Microsoft may use any technical information it derive from providing Services related to Hardware products for problem resolution, troubleshooting, product functionality enhancements and fixes, for its knowledge base. Microsoft agrees not to identify Customer or disclose any of Customer’s Confidential Information in any item in the knowledge base.

  6. MISCELLANEOUS.

    1. Entire Agreement. This Agreement constitutes the parties’ entire Agreement concerning the subject matter hereof, and supersedes any other prior and contemporaneous communications. Any terms and conditions, maintained by Customer or its affiliates or contained in any purchase order will not apply. This Agreement may be amended only in writing when signed by both parties.

    2. Copyright Notices. Microsoft Corporation is a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries.

    3. Applicable Law. Washington state law governs the interpretation of this Agreement and applies to claims for breach of it, regardless of conflict of laws principles. The laws of the state where you live govern all other claims, including claims under state consumer protection laws, unfair competition laws, and in tort.

    4. Termination. Either Party may terminate this Agreement if the other Party is in material breach or default of any obligation that is not cured within 30 calendar days notice of such breach. You agree to pay all fees for Support Services performed and expenses incurred prior to termination. The sections regarding confidentiality, no warranties, limitations of liability, termination, and miscellaneous of this Agreement, will survive any termination or expiration of this Agreement.

Last Review : June 10, 2014