Surface Pro 4 - External screen keeps turning on/off (black flickering)

Anonymous
2017-06-13T21:32:22+00:00

Hi there,

I just made a video of my recent problem: https://www.youtube.com/watch?v=Phi\_Yru77aM

You can see that when I'm using the built-in screen of my SP4 (i7, 16GB, 512GB) and only one 4K external screen (both at 60hz), this monitor keeps turning black on a random basis. All my drivers and firmware are up to date (Surface Dock and Surface). I even tried the last Intel Iris 540, same results. I tried another MDP to DP cable, same results. I tried another screen, same results. I tried different refresh rates, same results.

I bought this screen a month ago and I was working fine at the beginning. I strongly suspect an update or the fact that I tried to connect two 4K monitors at 60hz (and I would have damaged something in the process?).

If I deactivate the built-in screen, the problem goes away (something that I just found tonight).

Should I send the device in warranty or just wait for a software fix? The 4K experience is not there yet, I'm a bit disappointed I have to say.

Cheers,

D.

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2017-09-19T16:55:12+00:00

    The same problem plagues me. The external monitor turns on/off intermittently and it seems to be getting worse with increased repeated instances over time. The external monitor blinked on/off twice while writing this response.

    I am using a SP4 (i7, 16gb, 256GB) with a docking station and a Monoprice 28-inch UHD Select Series Matte 4K external monitor 60Hz. I have two surface docks and two identical monitors. The SP4 is on auto updates. The cable connection is MDP to DP on the monitor. I use both the SP4 and external monitor concurrently as one continuous display. I have not tried using the external monitor alone (this defeats the purposes, since I need/want both displays).

    This problem started immediately after using the external monitor 6+ months ago. At first, it happened occasionally, and I assumed that it was a docking station issue. Both of my docking stations have been replaced under warranty, with no fix. 

    I have tried various MDP to DP cables, software repair tool, and dock repair, with no fix. I have tried swapping monitors and surface docks, with no fix.

    The blinking was so severe a couple of weeks ago that I started plugging the DP cable directly to the SP4, bypassing the surface dock.  The problem was better at first, but still persists.  This technique created a new problem. Since using the DP port directly on the SP4, I now cannot get the external monitor to display when the DP cable is connected to the surface dock. Now, when the external monitor is connected to the surface dock, everything flickers (as if searching/recognizing the external monitor), but the external monitor stays black and Windows 10 does not recognize its existence. I bought the surface docks to use external monitors, and I now feel like I now own two $180 paperweights/chargers.

    I have connected another SP4 (i5, 8GB, 128GB) that I own to the same surface dock and external monitor, and everything appears to work well (though not tested over time).

    I have no idea, but this string and others online indicates that this is a problem with the i7 and possibly its graphics card/configuration. I also agree that it might be worse when the SP4 gets hot. And I think that I have noticed that it seems to be worse when I have multiple windows of MS Word running on the external monitor (?).

    I had to warranty replace my SP4 i5 a couple of months ago, and it was a major PIA. I am more likely to but a new machine rather than replace or restore/reset/reinstall Windows.  I have called and visited MS store with no success.

    I am local to Redmond, and more than happy to bring it over to MS to troubleshoot.

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  2. Anonymous
    2017-09-16T14:20:40+00:00

    Yes we are.

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  3. Anonymous
    2017-08-29T10:45:08+00:00

    Thank you for the answer. I prefer to wait and see if the logs that DulcowX has provided will lead to something. Else I will try the reset, but I have no free time at the moment. By the way, I have only had two "monitor resets" since I ran the Software Repair Tool. Normally I can have one per 15 minutes. (as a rough average, they are very unpredictable).

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  4. Anonymous
    2017-08-27T18:25:07+00:00

    Checking in with the same problem.  SP4(i7, 16GB, 256GB)

       4K monitor Philips BDM4037UW connected via DP to MDP on Surface Dock.

    As for DulcowX my monitor was also working fine at the beginning (Marts 2017), but after some days it started turning black on a random basis. I have also tried (1)changing cable, (2)updating Surface Dock sw, (3)connecting directly to the SP4, (4)checking for no Duet Display, (5)running the Software Repair Tool. The latter actually gave me some hours with no disturbance, but now it has just happened again.

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  5. Anonymous
    2017-08-06T14:50:08+00:00

    I'm having the same issue on new Surface Pro (2017) i7/16GB. I'm using the Samsung U28E590D which is on the list. 

    What I have tried (1) Software repair tool, (2) various display port to mini display port cables, (3) HDMI 2.0 adapter, (4) Microsoft warranty replaced my Surface Dock over the issue, (5) I've warranty replaced the U28E590D screen and it still happens on my replacement screen, (6) I've tried turning off Hyper-V, (7) Tried 59 Hz / 60 Hz

    Microsoft wants me to call them so they can keep troubleshooting it, but it seems like a pretty widespread issue. I suspect they will warranty replace my Surface over this issue, but I doubt the replacement will contain a fix as it is pretty apparent that the device is defective by design since the SP4, and MS didn't fix any of the underlying usability problems before releasing the new SP.

    I know, it's a pain but I'm sure that Rizza Avi will be able to process my logs and find something. I won't be sending back my SP4 unless I know that there is a fix. If you deactivate the built-in screen, it works without flickering. For me, it is an acceptable temporary solution.

    Let's be a bit more patient.

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