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
    2017-06-14T14:09:36+00:00

    Hi,

    Thanks for sharing us the video. While Surface Pro 4 is compatible with external monitors, these are limited to certain models in the market. Monitors that are not found on the list may possibly encounter flickering issues or full non-compatibility.

    If your monitor is found on the list, we suggest that you follow the steps below:

    Go to Start , and select Settings > System > Apps & Features, and check to see if Duet Display is listed under installed software. If Duet Display is in the apps list, uninstall it.

    Let us know if this resolves the issue.

    Regards,

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  2. Anonymous
    2017-06-14T21:39:32+00:00

    Hi Arnulfo,

    There was no Duet app installed on my computer.

    Regarding to the screen compatibility, having only a couple of brands "compatible" with a 2000£ device is rather than disappointing...

    Anything else than I can try? I don't mind trying experimental solutions.

    Thanks,

    G.

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  3. Anonymous
    2017-06-15T13:29:30+00:00

    Thanks for getting back to us and for giving us the update.

    Please download and run Software Repair Tool on your device. This is a solution built and hosted by Microsoft that can help resolve the most common software issues on Surface devices.

    Please keep us in the loop.Thank you.

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  4. Anonymous
    2017-06-16T20:59:19+00:00

    Thanks Arnulfo, it actually worked! I was doubting a bit at the beginning... But it has solved the issue.

    Any idea from where it came from? Was it due to a recent update?

    Thanks again,

    G.

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  5. Anonymous
    2017-06-17T10:15:34+00:00

    Great. It's good to know that the issue has been resolved after running the Software Repair Tool.

    Yes. That is why we've created this tool to correct all incompatible software on certain updates. Rest assured that we'll continue to work on updates to make sure all Windows hardware are running smoothly.

    Should you need our assistance in the future, feel free to contact us or post your concern here in the Community.

    Cheers.

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