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

Anonymous

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,

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171 answers

Anonymous

2017-09-05T21:54:26+00:00

I tried the repair tool, not luck

Same problem happens with the dock.

In addition the dock can't drive the dell and HP at the same time, or with one monitor in dock and one in the laptop, still no go.
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Anonymous

2017-09-02T10:01:57+00:00

Hi Gary,

The issue with your Surface seems like an issue with its firmware. Have you tried to download and run the Software Repair Tool?

Let us know what happens when once you have received your Surface Dock, or if you tried to download the Software Repair Tool.

Thank you.
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Anonymous

2017-09-01T08:02:28+00:00

same problem on 2017 surface pro i7 16gb using mini dp to a dell up3216q

Same monitor at work is ok I think, more testing needed, this one at home was replaced under warranty a month ago so has newer firmware (one at work is 2015)

If I open milestone CCTV software it starts flashing off every 5-10s, rather than once a minute, so what's on the external monitor has an effect on the frequency of the flashing

I expect no amount of resetting will fix this problem, it's probably a driver/firmware incompatibility

waiting for a dock to arrive today, will see if it still happens.

No issues into an older HP ZR30W.
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Anonymous

2017-08-30T14:21:55+00:00

Hi,

We appreciate your feedback on this issue.

Feedback items regularly receive Microsoft responses on the submissions in the Feedback app so you can see what we are doing about your feedback.

Please revisit frequently to see the status of your feedback items.

Thank you.
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Anonymous

2017-08-30T07:09:19+00:00

Hi Erwin,

Sorry but reset the device is a painful process which does not seem to work (other people tried this and the problem keeps coming back).

Can someone from Microsoft have a look to the Feedback Hub report I have provided earlier in this thread? I think that it should be the best way of troubleshooting this problem.

I can provide you more reports if needed over the weekend. Just let me know.

Cheers,

G.
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