Help :( My surface pro 4 has horizontal lines across the screen!

Anonymous
2017-01-14T10:53:30+00:00

Hello. I'm having a problem with my Surface pro 4 lately.

my surface display screen has a horizontal line across the top of the screen when I use my Surface for a while (around 10-20 minutes without light usage like web browsing but 1-5 minutes for heavy usage like rendering or gaming) also the lines will keep appears more and more the longer I use it.

as you can see at the first and second picture, you can see multiple line across the top of my screen already. and when the screen has around 6-7 lines then the screen came to this.

![](https://learn-attachment.microsoft.com/api/attachments/35c1c9e4-e66b-40e9-bc4a-c3bf72fdfc3b?platform=QnA)The whole screen has lines all over it and is has some desync display like this all the time. :(

seems like the more heat it has the more of this symptom appears. the only way I can fix it that I know right now is 1) turn of the device for a while then turn it on again 2) put it in a cool place like a fridge for a minute to cool down.

does anyone has this kind of problem like I have right now? also does anyone knows what causes it? and how to fix it?

Ive been into this problem for many months now and this surface pro 4 is my 4th (refurbish) replacement already. I wasted 7-20 days on waiting for each replacement and it ruined lots of my work schedule and my income which is terrible! Id love to sell it away just to buy other brand instead of struggling with this :(

and sorry for my English which isn't so good but I hope anyone will be able to give me an opinion or answer soon

thank you.

Surface | Surface Pro | Display and screen

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Anonymous
2017-09-11T01:02:12+00:00

Solution: External cooling.

I was having the same issue, but today found the source. It seems the issue is either the internal cooling system is underperforming or the on-board graphics controller has gained increased sensitivity to heat.

For the first year of using my SP4, I had no such issue. I constantly monitor internal temperature and have never run hotter than mid-60s. Recently however after using my device for an extended period unplugged or a shorter amount of time while plugged in, the lines and screen desync occur.

I tested the heat damage idea by using my SP4 while plugged in for half of the day today. I watched videos, used the pen, and had multiple programs running with no screen issues. The key here is that I set up a desk fan to blow cold air onto the SP4.

So to prevent the lines and display desync, you need some kind of fan or external cooling for your SP4. I'd say start with a small/cheap USB fan, and if that isn't powerful enough move to something bigger. Be sure the fan is aimed at the top left corner of the back because that's where most of the heat localizes.

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  1. Anonymous
    2017-12-29T04:42:13+00:00

    Best thing you can do is buy a new comp, unfortunately.

    Even if it was covered by warranty, its been noted that microsoft refuses to allow the problem to be covered, because apparently failing hardware isn't their fault, even though its obviously a defective product.

    I bought a Samsung Ativ book 9, so now not only is my graphics card a safe distance away from everything else that can fry it out, but I can also put the thing on my lap without fear of it falling over. Yay.

    Note that my issue was not solved, however, I will be unsubscribing from the forum, now that my (in total) 14-1500 dollar investment is sitting at the bottom of the drawer. So technically, I fixed the issue myself.

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  2. Anonymous
    2017-12-01T02:19:52+00:00

    hello. im back to update my surface pro! I haven't been here for months and it really shocking knowing that there're so many people having this problem too!

    so I took a visit to this forum again to update my surface pro 4. and I just wanna let you guys know that after ive been using it for 11 months, the problem still exist so I get it replaced one last time and sold this piece of garbage out of my life months ago before the warranty ends!

    this product is 1500 USD. and I had used it for 11 months when I was in a college (Im graduated now and now im working from home) all I can tell you guys is this is the most agonizing 11 months Ive ever been in. I get it replaced 6 times in 11 months!!!! 6 times! so its like around 2 months per unit! its really this horrible! also please don't forget its 1500 USD when I bought it. with this price range its supposed to be perfect so this is really unacceptable! I worked hard as part time job when I was in a college to buy this thing and I was really regret it!

    so right now Im graduated and I worked from home so I was finally be able to sold this SH_T with 1000 USD so I used that money to buy a desktop PC that even has better performance for just 600 USD and Im still even has 400 USD to save

    so conclusion of this update, Im done with this product and I lost faith with Microsoft completely. the end :)

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  3. Anonymous
    2017-10-29T01:18:29+00:00

    I am not sure if it is worthwhile to send the piece back in exchange of a re-furbished one. At least commercially not worth it. My cousin has changed the piece 3 times as he was still within warranty. Not much luck. 

    I tried the following and it seems to temporarily work 

     - Monitored the CPU clock speed and Temperature post 45 deg C lines seems appearing 

     - Increased the load to check the break point and at 60 deg C the screen goes for a toss 

     - Re-installed earlier version of OS 1903 and still fighting with MS to get hold of driver version that was actually bundled with that version. However I monitored applications which increased the CPU utilization and uninstalled the ones which are CPU guzzlers. 

     - I disabled the auto update feature and deferred OS updates for a week or so 

     - Used an external fan for few days to ensure the temperature doesn't shoot up

     - Reduced the number of Applications I run in parallel. Unless and if really required, I avoided opening multiple applications

     - Removed the Cover / Case ( Used Logic Case Protection case earlier ) to let the device have decent ventilation 

    Net result : It is working for some extended period before it starts heating up.  

    Based on my observation, I strongly believe it to be a Driver installation problem rather than a hardware problem. So if you think you can hold your nerve  for some more time, I am sure there will be some resolution from MS - something like a patch release, but they wont openly declare that. 

    I have been advised by the MS Support to install the latest OS 1709.  I am thinking of doing the experiment this week. But there is a high chance that the latest OS fixes the issues if the troublesome driver file has been repackaged.

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  4. Anonymous
    2017-10-05T05:17:33+00:00

    Tried this. Helped to prolong the usage duration.. but is not solving the issue outright.

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