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
    2018-05-22T11:58:32+00:00

    I'm not a Windows Insider and my update was fine. I found this page which will allow you to download just that driver

    https://www.catalog.update.microsoft.com/Search.aspx?q=intel+corporation+driver+update+for+intel+hd+graphics+520 

    It is the 6th one down on the page (22.20.16.1749). Interestingly there are newer versions, but this is the one that came with the 1803 update.

    This is assuming that it was the graphics driver that fixed the issue vs something else. You may still want to figure out why your 1803 was not updated in the same way. Let us know how you get on. I feel a sense of responsibility and guilt knowing mine is working and yours should. ;-)

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  2. Anonymous
    2018-05-04T19:08:00+00:00

    I am late to the party here and have found this this is the best (or most depressing if you like) thread about this topic. I have all the symptoms. I am experiencing them as I scroll down this thread and I am using the Version 21.20.16.4678 video driver.

    A couple of point on trouble shooting. I've had my surface for many months, but have only recently used it in a docked configuration with an external monitor recently with great frustration.

    At home I have a 4K monitor where the problem is most prevalent. At work I have a curved monitor and it only has an issue occasionally (generally in video calls such as Webex). At home the issue is while scrolling or very basic screen functions.

    My wife uses my old SP3 in the same docked configuration, no issues. My son has an early SP4 and has no issues. My SP4.2017 is the only one with issues.

    I've tried the old original surface dock and the newer clock style ones. Same results.

    Connect the cable externally. Same result.

    Leave the keyboard open. Same result.

    Have lower resolutions on the external screen. Same result.

    Change the refresh rates. Same result.

    I am going to formally create a case with Microsoft.

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  3. Anonymous
    2018-01-29T15:34:46+00:00

    I agree it's unacceptable.  I have purchased a new Surface Book 2 which doesn't seem to have the problem.

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  4. Anonymous
    2018-01-29T15:30:37+00:00

    On a final note, I purchased one of the "supported" monitors...

    MSFT linked me to the page that lists their supported external displays.

    I tried this one: Samsung U28E590D 28-Inch UHD LED-Lit Monitor

    It was even worse.

    There is clearly a systemic issue with the Surface / DisplayPort or driver.

    This is unacceptable.

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  5. Anonymous
    2018-01-27T14:34:29+00:00

    Thank you. This is unacceptable. Being able to support an external display is not unreasonable.

    Are there any display configurations that work or is this a systemic issue?

    Is it h/w or o/s related? Meaning, can they provide a fix in the o/s at some point, or it is a flawed h/w design that will only be fixed with future Surfaces?

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