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
    2017-06-28T19:23:38+00:00

    Hello,

    We'll look further into this. We suggest that you send us a feed back about the screen flickering issue using the Windows Feedback Hub.

    In order to submit new feedback, please follow these steps:

    1. On a Windows 10 device, search for “Feedback Hub” in Cortana search, then launch the app.
    2. Navigate to Feedback in the left menu, then press + Add new feedback.
    3. Select the Problem, and share any details you think are relevant, and choose an appropriate category and subcategory.
    4. Important: If possible, reproduce the problem(s) after clicking Begin monitoring (or Start capture) near the end of the form; Stop monitoring when you’re done.
    5. Once you’ve completed the form and monitoring, click Submit.
    6. Click Continue using Feedback Hub.
    7. Click My feedback at the top, then find the item you submitted (it may take a while to appear).
    8. Open the item you submitted, then click Share.
    9. Click Copy link, then paste the link here in your response (it will look like https://aka.ms/<unique link>)

    Regards.

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  2. Anonymous
    2017-06-27T22:47:09+00:00

    That's a pain isn't it. I can easily wipe my PC and try again but I honestly don't think that would help. As an insider I do it often, probably 6 times a year.

    Given you don't have time before summer I might give it a go in the coming weeks, perhaps when I'm ready to try a new insider build (currently on production release).

    I've seen another forum on the topic with lots of people talking about it but that hasn't seen any action for this year. Can I suggest you unmark this thread as answered by Arnulfo Avi?

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  3. Anonymous
    2017-06-27T14:14:46+00:00

    Not done yet. I have 400 GB of personal data that I must backup before... I will do that later on this summer.

    With the repair tool, it seemed to work fine for a few hours and then the problem came back.

    I'm running the last driver from Intel, it does not make any differences.

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  4. Anonymous
    2017-06-27T06:48:32+00:00

    Yes I have tried using just the display port directly on the surface. Same result.

    Yes I agree it does seem to increase when the Surface is under load but not always. That said it's very annoying.

    Have you decided to wipe yours or has your problem completely gone after running the repair tool?

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  5. Anonymous
    2017-06-27T06:19:16+00:00

    Hi there,

    Can you check if you have the same behaviour if the screen is connected directly on the Surface via the Mini Display Port ?

    I also noticed that it was happening more when the device has been used for a while. The tablet is usually quite hot.

    I spoke to the support team again last week and they adviced to do a full reset of the device to see if goes away. If not, the device will go back in warranty.

    Good luck,

    G.

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