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

Anonymous

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.

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Anonymous

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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56 additional answers

Anonymous

2017-09-04T02:02:02+00:00

I'd like to clarify that the issue only begins to occur when I'm playing Steam games on my surface pro 4, at which point I always have my device plugged into the official surface dock. I know that there is a second type of docking station for professional use, so I've included a link of the dock which I use:

https://www.microsoft.com/en-us/store/d/microsoft-surface-dock/8qrh2npz0s0p

Before restoration, I checked to see if any sort of major update had been done to the device before the problem started happening, and it appeared as if there was none, so I think it might have to do with the graphics card being pushed to perform so much for such a long amount of time.

I do use non Microsoft brand chargers at times for my pro 4, however, the only time the issue has started to occur is with the official dock (listed above) plugged in. The only things that I keep actively plugged into my dock are my printer, my USB mouse/keyboard, and my phone charger cable. There are times that the defect has happened while the device is plugged into the off-brand chargers, however, this is only after the circumstances above have previously happened, and I have already experienced issued with the docking station.
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Anonymous

2017-09-04T00:02:25+00:00

You can try plugging and unplugging the power supply unit from your Surface Pro 4 and check if this will resolve the issue. Also, to ensure that it is not a software issue, you can try restoring your device back to the time before the issue started. We'd like to clarify if you are using a recommended charger for Surface Pro 4.

We'll be waiting for your response.
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Anonymous

2017-09-03T06:39:14+00:00

Hello,

I am currently up to date on all drivers and updates. This issue was experienced when the surface pro 4 was plugged into the docking station, unplugged, and plugged in to a normal charger. I also checked the ventilation, and nothing seems to be blocking it. As for troubleshooting, I went down the list, and I specifically remember that no problems were able to be identified regarding the hardware and devices section. Its possible that the device could be overheating, but I've played games for much longer periods of time without this type of problem before.
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Anonymous

2017-09-03T04:38:14+00:00
Hi,

There are possible reasons why you are encountering this issue with the screen on your Surface Pro 4. To help you resolve your concern, can you confirm the following information:
- Have you tried to check for and install the update?
- Are you experiencing this issue while the power supply unit is plugged in?
- Is there an adequate ventilation for your Surface Pro 4 to avoid overheating that may cause the issue?
- What other troubleshooting steps have you tried so far to resolve the issue?
Regards.
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