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
    2018-01-27T06:06:30+00:00

    Yep, unfortunately there is no solution. Anything you think has solved it, will only be temporary.

    If I were you I’d keep a support incident open with MS. I’ve mine open for a year now, and regularly press them for updates / resolution.

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  2. Anonymous
    2018-01-27T02:12:04+00:00

    I had this exact same issue.

    I spoke to Microsoft and we tried a bunch of things. Here's what initially worked for me.

    In checking the display refresh rate (Settings / Display / Display Adapter Properties / Monitor), my refresh rate was set to 59 Hertz. I changed it to 30 Hertz (unusable performance) then back to 60 Hertz, and the problem (at least for now) has stopped.

    UPDATE

    The problem re-appeared, so this "fix" does not appear to be so. However, the problem is far less often. Possibly coincidence.

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  3. Anonymous
    2018-01-14T15:41:33+00:00

    Have you tried the appropriate Intel generic driver?  What version are you getting then?  Here is the best hint that I have found for a procedure.  Note that you would need to find a .zip file and unpack it

    https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

    FWIW I did it yesterday for my Surface 2 Pro and am now seeing new symptoms I am going to have to learn how to deal with.  For example, the Intel tool has become active again and is evidently fighting with W10 Display Properties when they are both trying to manage more than one monitor.  Also, my MWDA which previously was relatively solid is frequently glitching but for that I suspect some W10 driver function may be overriding what Intel had designed.  The manual instructions do contain a strong caveat about things like that.

    Also, I think the question about version is really relevant because you may need to work around the fact that MS drivers apparently begin with 20. and appropriate Intel generic drivers may begin with a lower number.  Otherwise you can get told that you are already using the "best" drivers for your device.

    HTH

    Robert Aldwinckle

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  4. Anonymous
    2017-11-03T05:14:34+00:00

    Hello Garry,

    Let's try to resolve the flickering concern by running the Surface Diagnostic Toolkit. Simply follow the steps in the article on how to get the software and how to run it.

    Keep us updated with the result, we'll look out for your reply.

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  5. Anonymous
    2017-09-30T19:39:19+00:00

    lowering the resolution to 2560x1440 will keep it from blinking on/off, but I want to run at 4k.

    Is this a software or hardware issue?

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