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
    2017-08-28T01:37:47+00:00

    Hi,

    We appreciate the information you provided. To further troubleshoot the issue, you can try these steps:

    1. Restore your Surface Pro 4 to the earlier time before the issue started;
    2. Reset your Surface Pro 4 while keeping your files;
    3. Download and reinstall Windows using a recovery image.

    Before doing the suggested steps above, we suggest that you back up all your files to an external drive.

    Regards.

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  2. 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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  3. 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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  4. Anonymous
    2017-08-04T15:39:58+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.

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  5. Anonymous
    2017-07-29T16:27:53+00:00

    Hi Rizza,

    I managed to find some time today to reproduce and capture the problem. I have selected Hardware / Display Drivers as category/sub-category.

    Here is the link to my feedback: https://aka.ms/Tvvmzn

    Thanks a lot for helping!

    G.

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