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    Kyle Snay
    Text display issue - Windows 10Answered
    Topic posted June 23, 2016 by Kyle SnayGold Crown: 30,000+ Points, last edited June 24, 2016 
    2588 Views, 34 Comments
    Title:
    Text display issue - Windows 10
    Content:

    We've recently begun seeing display issues on Windows 10 computers where the font size in the Rich Text Incident Thread of the workspace is massively small. The font size anywhere else in the workspace is fine. Attached a screenshot as an example and wondering if anyone here has had this issue.

    The Zoom In control will increase the font size but then if you open a response window the font size there is extremely large.

    Hoping to avoid the pain of having to submit a service request to customer care and keeping my fingers crossed for a quick fix!

    Thanks!

    Image:

    Best Comment

    Bastiaan van der Kooij

    Hey Kyle,

    that's because the native resolution of the Surface Pro 4 is 2736 x 1824, which is a lot of pixels on a small screen. This is intended to be used in conjunction with the scaling set to 125% or 150%, which scales everything up. So when you turn off scaling you just select a lower resolution. There is a small catch which is quite strange and that is that the Surface does not come with lower resolutions that match the 3:2 screen ratio. However you can download custom screen resolutions. Just refer to this blog

    I use the Surface with the 1728 X 1152 resolution, which just just fine. On my desk I dock the Surface into 2 external monitors, which makes it the perfect setup to work just about everywhere.

    Bastiaan

    Comment

    • Kyle Snay

      Wow, what a colossal mess this is becoming. Basically the design of the RightNow windows client is so old and it hasn't been updated to keep pace with higher resolution displays on today's PCs. For example, our agents are starting to receive the Microsoft Surface Pro 4 and the default/recommended resolution is 2736x1824. It doesn't matter if we drop the resolution, change the text display, etc., the problems we run into within RightNow are so bad we can't use it. The client is the ONLY app that has these problems, every other program we run is fine.

      I captured a screen recording to show some of the issues: http://screencast.com/t/nrYISAOe

      If anyone has a fix for this I'd be massively appreciative!

    • Bastiaan van der Kooij

      Hey Kyle,

      I have the surface pro 4 now for a couple of months and am experiencing the same issues that you mention. However that goes for lots more programs I use and is a common problem for lots of users. Basically the resolution independent setup that Microsoft pursues now is half way there.

      There are a couple of options you have to get around this for now;

      1) Use a second display with scaling 100% and make that monitor your primary one. This way RightNow will just display fine on your second screen

      2) Set the surface 4 to a lower resolution with 100% scaling. This is another thing where lots of complaints are coming from is that Microsoft does not provide a resolution that is exactly 50% of its native resolution, so you have to live with a resolution that does not completely take up your full screen. This is probably to discourage people to use this option and push this transition to dynamic scaling at software vendors.

      I cannot reproduce your maximize issue in any way, that might be something local.

      RightNow is actually quite far in the implementation of WPF for especially the user experience. That issue with the small text in the incident should be quickly fixed. As an administrator with a surface, you absolutely have to use a second screen, then all is ok.

      Bastiaan

    • Kyle Snay

      Thanks Bastiaan, I was hoping that wouldn't be the case although for us we're not seeing display issues with any other programs except RightNow. Having a second monitor isn't a sustainable option since the Surface Pros are also used for traveling so you only have one screen to work from.

      I've tried the Surface Pro 3 which has a lower native resolution and there are no issues.

      Guessing this won't be a problem once we migrate fully to a BUI but from an admnin role that could be a while.

    • edward allen

      We have reproduced this issue and are working on a solution.  In the meantime, Microsoft Support has an on-going conversation regarding this issue as it affects many other applications:

      http://answers.microsoft.com/en-us/windows/forum/windows_10-desktop/font-size-problems-in-windows-10/2f0ddb9e-079b-4efd-93de-17e83ca4e6e5?page=1

      Microsoft provides this as a workaround.  In our testing, we've had some limited success with this.

      • Press the Windows key + X.

      • Select Control Panel from the list.

      • Click on Display icon.

      • Under Change only the text size, select Icons. (see screenshot below)
        Select a font size (6 to 24) you want for icon text.

      • Check or uncheck Bold for what you want.
        When finished, click/tap on Apply.

      You will now see a Please wait screen until your text size settings are applied.

    • Kyle Snay
      tester1 said:

      We have reproduced this issue and are working on a solution.  In the meantime, Microsoft Support has an on-going conversation regarding this issue as it affects many other applications:

      http://answers.microsoft.com/en-us/windows/forum/windows_10-desktop/font-size-problems-in-windows-10/2f0ddb9e-079b-4efd-93de-17e83ca4e6e5?page=1

      Microsoft provides this as a workaround.  In our testing, we've had some limited success with this.

      View original

      Still having display issues with this problem and unfortunately the suggested workaround doesn't fix anything and my second monitor doesn't provide any help. I recently tried to edit a workspace rule and you can't because the action doesn't even display. Here's a screen capture of what you see: http://screencast.com/t/6lDqpBqr  It works perfectly on my Surface Pro 3.

      Submitted a Service Request to Customer Care nearly a month ago and haven't heard anything since it was "reassigned to an environment agent".

      Not sure who flagged this thread with a Best Answer but that's not the case. We still don't have an answer.

    • Brian L.

      Thank you for posting this Kyle. This is good to know for when our corporate IT area tries to deploy Windows 10 to our departments.

    • Kyle Snay
      Brian Lamay said:

      Thank you for posting this Kyle. This is good to know for when our corporate IT area tries to deploy Windows 10 to our departments.

      View original

      I don't think it's specifically Windows 10 but rather display settings on newer laptops that have larger default resolutions. But it could have a huge impact on adopting Service Cloud compared to a native browser UI such as what Salesforce offers.

      I'm delivering knowledge management training today and this really, really sucks. I've got two agents who can't use their department assigned laptops. There are random display issues that make no sense. For instance, on the answer workspace an older laptop displays field labels fine but the new laptops truncate them. Here's what the new laptops show:

      Still haven't heard anything back from Customer Care about the issue either. angry

    • Kyle Snay

      Finally heard back from CX Support:

      I have been informed that Oracle Service Cloud is currently not supported for use on Windows Surface tablets. However we are currently working on having testing performed on the tablets.

      How do you not support a Microsoft laptop/tablet when your entire product runs on .NET? And why was this not listed in the requirements for using Service Cloud?

    • Howard Williams

      Hi,

      We have been using Oracle Service Cloud for over a year now without issue. We are running Windows 7 64 bit on all of the office PCs. Recently we installed several new PCs - all still running the same version of Windows 7, but the Agents are all experiencing this issue - with Chat Transcript, Chat Compose, and Incident workspaces.

      It's obviously not a Windows 10 issue for us, and we have mini tower desktop PCs, and 2 monitors per agent, rather than laptops..

      Any suggestions of a fix for us?

    • Kyle Snay
      Only fix is for Oracle to take care of it. We see it now on other laptops. We're in the middle of a CRM RFP and this hasn't gone well for Oracle.
    • Kyle Snay

      This problem has become exponentially worse. Oracle finally got back to us with the cause of the problem:

      The behavior you have reported with the font size was a scaling issue with Windows Presentation Foundation (WPF) the framework being used in the console when using Windows 10.  Since a fix was not readily available from Microsoft when this first began to happen development implemented a workaround.  Microsoft has now rolled out an update as part of the Anniversary Update to change the behavior of the scaling, which in turn has broke our coded workaround within the Oracle Service Cloud console.  We will be rolling out a fix to all May 2016 sites.  Currently SP2 is scheduled to be released the Week of October 31, 2016 for non-production sites. Week of November 7, 2016 for production sites. 

      We have to wait until the week of Nov 7 for the patch. Had we known about this earlier we never would have upgraded our sites to May/Aug 2106.

    • Leah Mikulenka

      Hi Kyle,

      Did this issue get resolved for you? I have some users on Windows 10 seeing very large text, and I found this thread today. I thought maybe the same issue was in play here, but the users have the same experience on our test site. I contacted Customer Support, and the answer I got from them described the same issue but gave no date for the service pack for May 2016, only that it is expected for August 2016 in November.

      Thanks,

      Leah

      • Angela Corbett

        I have agents who have experienced this over the last couple of years and I can't seem to get an answer either.  I've read a bunch of the comments in this very long thread and still haven't found an answer.

         

      • Angela Corbett

        I have agents who have experienced this over the last couple of years and I can't seem to get an answer either.  I've read a bunch of the comments in this very long thread and still haven't found an answer.

         

    • Kyle Snay
      Leah Mikulenka said:

      Hi Kyle,

      Did this issue get resolved for you? I have some users on Windows 10 seeing very large text, and I found this thread today. I thought maybe the same issue was in play here, but the users have the same experience on our test site. I contacted Customer Support, and the answer I got from them described the same issue but gave no date for the service pack for May 2016, only that it is expected for August 2016 in November.

      Thanks,

      Leah

      View original

      Hey Leah, this was supposed to be fixed in the patch that was due out yesterday. However, all of our sites are confirming the text display problem still exists.However. it's my understanding that not all sites received the fix and it should be applied within the week.

    • Jennifer Goynes

      We just started to see this issue and it is making editing the incident work space impossible. Any work arounds that seem to have worked? Did the patch fix the issue? We are in the middle of our upgrade process currently on Nov 15 and we are planning to go to Nov 2016 on Sat but we just got SP7 yesterday and it appears to have caused some issues.   

    • Kyle Snay
      Jennifer Goynes said:

      We just started to see this issue and it is making editing the incident work space impossible. Any work arounds that seem to have worked? Did the patch fix the issue? We are in the middle of our upgrade process currently on Nov 15 and we are planning to go to Nov 2016 on Sat but we just got SP7 yesterday and it appears to have caused some issues.   

      View original

      We're on Nov 16 on most of our sites and the text display issue is still there. Makes the console unusable.