Surface pro 7 Black Screen while in Use

Anonymous
2019-11-12T14:40:01+00:00

Hey there,

i'm having this weird issue with my Surface pro 7 that it's Screen seemingly randomly turns black.

Specifically:

When i'm at the lowest Brightness(0) and i playback a video on mpc-hc the screen of the surface just turns black.

The playback is still running i can still hear the sound from the video, just visually i see a black screen. 

I can fix it by pressing the power button once and locking it. Then unlock it again and the black screen is gone.

This issue only happens when my brightness is at 0.

Regards

P.S. Link to the Feedback

https://aka.ms/AA6khnb

Surface | Surface Pro | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

71 answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2019-11-12T17:50:32+00:00

    Hi Asdfplaya,

    Thanks for reaching Microsoft Surface Community. We thank you for taking advantage on our new Surface Pro 7. Totally, this is not the experience that we want you to have. We do have some questions that will help us narrow down your concern.

    Does this issue occur when you plugged in your charger?

    This could be more on the DPST or Intel Display Power Saving Technology. You may check this link below. Under the link, please don't mind the Windows version of it. This is also applies to Windows 10 OS.

    https://support.microsoft.com/en-us/help/3046889/intel-display-power-saving-technology-settings-incorrect-if-power-sour

    Looking forward on our response. Please keep us posted.

    Regards,

    Edd

    Was this answer helpful?

    0 comments
  2. Anonymous
    2019-11-13T15:41:10+00:00

    I have the same problem with my Surface pro 7. Sometimes, the luminosity of the screen changes. But the fonction to adjust the luminosity according to the light around is DISABLED. It gets less brighter and more brighter without any intervention on my part. And I had that black screen twice.

    I tried the Surface Diagnostic tool kit and it says that everything is OK.

    I changed the color profile to RGB instead of "Improved" but I have the same result.

    Yesterday I wanted to put on the night lighting and it didn't work. I tried to modify the luminosity and the Surface didn't react. I had to restart It to regain the control of the screen luminosity.

    I think that there is a problem with the screen driver. But it is brand new. There is no update available.

    I would like to have some help from Microsoft. Maby EdgarJr_A could transfer this problem to some specialists.

    The problem is not always present. Sometimes it works properly. Sometimes not. I Think that the problem is more there when I am on the battery.

    Was this answer helpful?

    8 people found this answer helpful.
    0 comments
  3. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2019-11-13T16:44:54+00:00

    It would probably help get this in front of the engineers if anyone having this

    issue would file a problem report using the Feedback Hub App. Please file this

    report and then Share the report. Get a link and post it in a reply here so it

    can be upvoted.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2019-11-13T17:00:59+00:00

    Hello Barb,

    You probably noticed that my English is not very good. That's because I am french Canadian.

    I didn't understand your comment regarding a problem report using the Feedback Hub Application.

    I am ready to use that Application but I don't know where to fin it.

    I have not only replied to Asdfplaya, I have also posted a new question in the community. I don't know if it is what you mean by Feedback.

    Thank you for your reply.

    Philip

    Was this answer helpful?

    0 comments
  5. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2019-11-13T18:12:13+00:00

    if the Feedback Hub App is not on your Start menu, go to

    https://www.microsoft.com/en-us/p/feedback-hub/9nblggh4r32n?activetab=pivot:overviewtab

    to install it.

    Was this answer helpful?

    0 comments