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Merge pull request #54320 from ozahran7/NEW-troubleshooting-surface-portal-access
adding new module
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‎learn-pr/achievements/troubleshooting-surface-portal-access-badge-social.png‎

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‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/1-introduction.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.troubleshooting-surface-portal-access.introduction
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title: Introduction
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metadata:
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title: Introduction
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description: This content is part of the "Troubleshooting Surface Portal access issues" module.
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ms.date: 04/20/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/1-introduction.md)]

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/2-identify-common-access-issues.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.troubleshooting-surface-portal-access.identify-common-access-issues
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title: Identify common access issues
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metadata:
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title: Identify Common Access Issues
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description: This content is part of the "Troubleshooting Surface Portal access issues" module.
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ms.date: 04/20/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/2-identify-common-access-issues.md)]

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/3-validate-portal-visibility-and-prerequisites.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.troubleshooting-surface-portal-access.validate-portal-visibility-and-prerequisites
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title: Validate portal visibility and prerequisites
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metadata:
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title: Validate Portal Visibility And Prerequisites
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description: This content is part of the "Troubleshooting Surface Portal access issues" module.
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ms.date: 04/20/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/3-validate-portal-visibility-and-prerequisites.md)]

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/4-escalate-unresolved-issues.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.troubleshooting-surface-portal-access.escalate-unresolved-issues
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title: Escalate unresolved issues
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metadata:
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title: Escalate Unresolved Issues
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description: This content is part of the "Troubleshooting Surface Portal access issues" module.
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ms.date: 04/20/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/4-escalate-unresolved-issues.md)]

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/5-knowledge-check.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.troubleshooting-surface-portal-access.knowledge-check
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title: Knowledge check
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metadata:
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title: Knowledge Check
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description: This content is part of the "Troubleshooting Surface Portal access issues" module.
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ms.date: 04/20/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 5
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quiz:
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title: Check your knowledge
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questions:
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- content: "A user can't access Surface Management Portal, and the Surface device isn't enrolled in Intune. What is the most likely cause of the access issue?"
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choices:
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- content: "Missing Intune enrollment"
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isCorrect: true
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explanation: "Correct. Surface Management Portal access failures are usually related to Intune enrollment or subscription requirements."
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- content: "Missing shipping information"
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isCorrect: false
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explanation: "Incorrect. Shipping information isn't identified as a prerequisite for accessing Surface Management Portal."
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- content: "Required support roles are missing"
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isCorrect: false
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explanation: "Incorrect. Missing support roles are commonly associated with Surface Support Portal access issues, not Surface Management Portal."
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- content: "Wrong Microsoft tenant is selected"
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isCorrect: false
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explanation: "Incorrect. While tenant selection should be validated, the scenario specifically identifies missing Intune enrollment as the issue."
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- content: "A user can't create service requests in Surface Support Portal. What should be validated first?"
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choices:
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- content: "Required support roles are assigned"
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isCorrect: true
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explanation: "Correct. Surface Support Portal access issues are usually related to missing required support roles."
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- content: "Device compliance policies"
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isCorrect: false
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explanation: "Incorrect. Device compliance policies aren't listed as a prerequisite for creating service requests in Surface Support Portal."
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- content: "Surface device is enrolled in Intune"
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isCorrect: false
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explanation: "Incorrect. Intune enrollment is a prerequisite specific to Surface Management Portal."
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- content: "Intune subscription is assigned"
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isCorrect: false
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explanation: "Incorrect. Intune subscription assignment isn't identified as a prerequisite for Surface Support Portal."
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- content: "A partner sees service requests appearing under the wrong organization. What should be validated?"
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choices:
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- content: "Tenant context"
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isCorrect: true
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explanation: "Correct. Service requests appearing under the wrong organization indicate an incorrect tenant context."
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- content: "Device warranty period"
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isCorrect: false
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explanation: "Incorrect. Warranty status doesn't affect which tenant service requests appear under."
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- content: "Intune enrollment status"
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isCorrect: false
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explanation: "Incorrect. Intune enrollment impacts Surface Management Portal access, not tenant context."
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- content: "Administrative permissions in Intune"
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isCorrect: false
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explanation: "Incorrect. While permissions matter, the issue described is specifically related to tenant context."
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- content: "When should escalation occur for unresolved access or visibility issues?"
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choices:
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- content: "After validating tenant, roles, and prerequisites without resolution"
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isCorrect: true
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explanation: "Correct. Escalation is required only after validation is completed and the issue can't be resolved."
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- content: "Immediately upon first access failure"
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isCorrect: false
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explanation: "Incorrect. The module states that validation steps must be completed before escalating."
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- content: "Before confirming the correct tenant"
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isCorrect: false
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explanation: "Incorrect. Confirming the correct tenant is a required validation step before escalation."
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- content: "When a portal tile is missing"
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isCorrect: false
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explanation: "Incorrect. Missing tiles are an indicator, but validation must occur before escalation."
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- content: "Which prerequisite validation step applies only to Surface Management Portal?"
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choices:
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- content: "Confirm that the Surface device is enrolled in Intune"
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isCorrect: true
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explanation: "Correct. Intune enrollment is a prerequisite specific to Surface Management Portal."
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- content: "Confirm that required administrative roles are assigned"
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isCorrect: false
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explanation: "Incorrect. Required roles must be validated for both portals."
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- content: "Confirm that you're signed into the correct tenant"
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isCorrect: false
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explanation: "Incorrect. Tenant validation applies to both Surface Management Portal and Surface Support Portal."
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- content: "Confirm that the appropriate admin center is being used"
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isCorrect: false
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explanation: "Incorrect. Each portal has a specific admin center, so this validation applies to both."

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/6-summary.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.troubleshooting-surface-portal-access.summary
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title: Summary
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metadata:
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title: Summary
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description: This content is part of the "Troubleshooting Surface Portal access issues" module.
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ms.date: 04/20/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/6-summary.md)]

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/includes/1-introduction.md‎

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This module helps you identify common access and visibility issues for Surface Management Portal and Surface Support Portal, validate prerequisite conditions, and determine when escalation is required.
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## Learning objectives
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- Identify portal-specific access blockers
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- Distinguish between Surface Management Portal and Surface Support Portal prerequisite failures.
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- Recognize tenant context issues.
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- Validate tenant context and confirm required roles and enrollment status.
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- Identify when escalation is required and provide required information for escalation.

‎learn-pr/device-partner-university/troubleshooting-surface-portal-access/includes/2-identify-common-access-issues.md‎

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:::image type="content" border="true" source="../media/surface-pro-side-view.png" alt-text="Photo of Surface Pro devices from a side view with keyboard attached and detached.":::
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After setup, you may encounter access or visibility issues in Surface Management Portal or Surface Support Portal. These issues are usually related to appear as missing portal tiles, inaccessible features, or permission-related error messages.
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Common access blockers include:
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**For Surface Management Portal:**
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- Surface device isn't enrolled in Intune.
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- Intune subscription isn't assigned.
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- Required Surface roles are missing.
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**For Surface Support Portal:**
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- Required support roles are missing.
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- Access requests haven't been approved.
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**For both portals:**
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- Wrong Microsoft tenant is selected.
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- Insufficient administrative permissions.
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>[!IMPORTANT]
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> Surface Management Portal access failures are related to Intune enrollment or subscription requirements, while Surface Support Portal access issues are related to roles or tenant context.

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