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
    2018-05-22T11:40:53+00:00

    OK so that would explain why you're not stable like we are. We have a higher version than you and it's only been on this version that my SP has ever been stable with a 4K display so until you get to that version I guess you'll have issues.

    Either you're not on the latest version of windows or perhaps you're in a region that uses a different driver for some reason.

    Can you check your windows version? I'm on the latest public released version (only came out about 2 weeks ago but I've had it for a month as I'm an windows insider) . If you go to settings, system, about you can find this information

    Edition: Windows 10 Pro

    Version: 1803

    OS Build: 17134.48

    James, thanks for the reply. I'm on v1803, latest stable, but I'm not an insider.

    Do you think your graphics driver updated due to an insider update?

    I've tried updating the graphic driver the last stable release (whatever was before v1803) and it wouldn't stick. I was having issues with Adobe Illustrator GPU performance, and a previous fix of downloading the latest driver from Intel and updating manually worked and solved the issue (2 versions ago), but I believe Microsoft removed the ability to manually update in the last stable release (the one before 1803). So not sure if we're able to manually update the graphics driver to a newer version in v1803.

    Can anyone confirm if they've managed to manually update the driver to a newer version?

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  2. Anonymous
    2018-05-22T10:05:30+00:00

    I have the same build (Windows 10 April 2018 update, version 1803 build 17134.48) and have been suffering through the external monitor on/off problem with Iris Graphics 540 driver 21.20.16.4627.

    I think I "fixed" the problem by reverting to an older driver.  

    In Device Manager under Intel Iris Graphics 540, under Driver, I selected "Update Driver" and "Browse my computer for driver software" and "Let me pick from a list of available drivers on my computer" and I still had a couple older drivers installed.  I selected driver version 20.19.15.4326 from 11/18/2015 and so far both my external and tablet display have been stable.  I am sure I am missing out on some performance or features in the newer driver, but I'd much rather have one that doesn't fritz out!

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  3. Anonymous
    2018-05-22T00:49:16+00:00

    OK so that would explain why you're not stable like we are. We have a higher version than you and it's only been on this version that my SP has ever been stable with a 4K display so until you get to that version I guess you'll have issues.

    Either you're not on the latest version of windows or perhaps you're in a region that uses a different driver for some reason.

    Can you check your windows version? I'm on the latest public released version (only came out about 2 weeks ago but I've had it for a month as I'm an windows insider) . If you go to settings, system, about you can find this information

    Edition: Windows 10 Pro

    Version: 1803

    OS Build: 17134.48

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  4. Anonymous
    2018-05-22T00:31:24+00:00

    I'm also running 20.20.16.4749.

    KENYONB can you check your driver version against ours?

    Intel Iris Graphics 540 version 21.20.16.4627

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  5. Anonymous
    2018-05-21T01:46:22+00:00

    I'm also running 20.20.16.4749.

    KENYONB can you check your driver version against ours?

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