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
    2018-01-14T09:26:17+00:00

    Sadly my ‘fix’ only lasted the evening and returned with a vengance the next day.

    Also I cannot connect to my Samsung TV, i get Mode Not Supported...

    I also still have my Surface Pro 3, and have none of these problems with the same set up!!

    come on microsoft!

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  2. Anonymous
    2018-01-12T13:54:45+00:00

    My theory is that it's a hardware issue and would cost MS a lot of money to fix; so they are hoping to just ignore it and hope it goes away.

    My support incident was closed by Microsoft - with no resolution.  And when I asked for details of their legal department for my lawyer, they sent me a duff link.

    I'm pretty close now to legal action.

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  3. Anonymous
    2018-01-12T13:50:46+00:00

    I can also temporarily get some 20 minutes (sometimes several hours) without flickering by either

        - changing resolution to something new

        - changing refresh rate to 30 Hertz and then back to 60

        - running the Software Repair tool  (suggested by Microsoft June 15, 2017 in this thread)

        - running the Surface Diagnostics tool (suggested by Microsoft November 3, 2017 in this thread)

    But the off/on issue inevitable returns.

    We have never got any response from Microsoft, except the advices to run the tools and file the case using the Feedback Hub.

    But the Hub was even more silent - no comments at all - and now someone has silently removed the case from the Feedback Hub?

    Please please please, Microsoft. Will you give us a status update?

    People have faced this issue at least since February 2017.

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  4. Anonymous
    2018-01-11T22:22:43+00:00

    The flicker always eventually returns for

    me.

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  5. Anonymous
    2018-01-11T22:19:49+00:00

    hmmm cautiously optimistic i may have found a fix.

    I had to lower the resolution AND change the refresh to 60.  doing just one or the other didn't help.

    So far 20 mins and no flicker!

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