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
    2018-05-29T14:00:39+00:00

    Running Windows 10 version 1803 with an Intel Iris Plus 640 and an i7 processor.  I still have the screen blackouts on my Philips BDM4065UC monitor that's plugged into my Surface dock.  I have noticed that two things seem to influence the frequency of the blackouts.

    1. Using Microsoft Edge browser.  If I run with Firefox all day, I don't have much for blackouts.  If I use Edge heavily, they occur all the time.  Sometimes just starting the browser will cause the monitor to flicker.
    2. High CPU - If my processor is running hard, I'll have more blackouts.  I'm not 100% sure yet, but that may be in conjunction with the GPU  usage as well.  I run with Task Manager all day, so I try to keep an eye on the charts when a blackout occurs.

    That being said, these two items can't be reproduced on demand.  I just know it increases frequency.  Leads me to believe this is definitely a driver issue.

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  2. Anonymous
    2018-05-26T18:01:39+00:00

    Out of curiosity, I tried 22.20.16.4749 drivers on my machine and it does not work... When I tried to install with the executable, it says that the driver is incompatible with my PC which is weird. If I select it by hand, it installs.

    Cheers,

    G.

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  3. Anonymous
    2018-05-26T16:51:10+00:00

    Mine is working perfectly after updating fron 1703 to 1709, then to 1803. I posted the video driver earlier. I didn't force an update of the driver and it is quite an old driver. I do agree it is not a hardware issue. I logged a call with Microsoft and had great service.

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  4. Anonymous
    2018-05-26T15:57:06+00:00

    Hi there,

    It has been almost a year that I have opened this thread and witnessed so many people having the exact same problem. I have tried today again with a more recent driver and forcing its installation: Intel Iris Graphics 540 (24.20.100.6094). No luck, same old, same old. My 4K screen keeps flickering. I'm running Windows 10 (Build 1803).

    I don't see any reaction from Microsoft despite us providing traces with Feedback Hub and more. No one seems to really care about what's happening here. I'm personally convinced that it's not a hardware fault, simply a bad driver combination (there was time where it was working just fine).

    I'm now looking at replacing my machine and it won't be a Surface... Sad because it was convenient when traveling.

    G.

    PS: I have the 2017 model at the office and with 2x WQHD screens connected on the Surface Dock, I'm ending having to reboot the Surface and/or the Dock in order to get all screens detected properly when exiting sleep. This is completely nuts!

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  5. Anonymous
    2018-05-23T02:23:04+00:00

    Sorry, but how do I install the file downloaded from here:

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

    On another note, I updated the driver using a file I had previously downloaded, driver 22.20.16.4771 dated 8/13/2017. It fixes the Illustrator GPU issue, but monitor has flickered a few times.

    No idea how to install a CAB. Maybe check google how to convert it. That said the surface drivers are specifically modified so it's not always the best idea to install custom graphics drivers. Still worth it for a troubleshooting process and if you want to go back you just delete the device and also select to remove all previous drivers. After a few reboots it will reinstall the current default graphics and camera (for windows hello).

    To confirm I am running driver 22.20.16.4749. I found that specific driver in a few version on the second page of that link you have there (after ordering the list by version number).

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