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
    2017-11-12T16:08:10+00:00

    Purchased a second i7 512GB unit for a user here and it has the same fault, updated windows to 1709 etc, then plug into the 4k screen and after 5 mins on you tube it flashes, is this really this really that hard for MS to replicate?

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  2. Anonymous
    2017-11-16T04:00:17+00:00

    Purchased a second i7 512GB unit for a user here and it has the same fault, updated windows to 1709 etc, then plug into the 4k screen and after 5 mins on you tube it flashes, is this really this really that hard for MS to replicate?

    Hello Garry,

    Just checking on the status of the issue. Is it still ongoing? We encourage that you check and install the latest Surface and Windows updates. We'll look out for your update.

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  3. Anonymous
    2017-11-23T19:19:56+00:00

    Hi there, I have had this issue since February 2017 and Microsoft have tried everything.  They have sent me two replacement devices and two docking stations.

    Everything that could be done has now been done.  

    Given that you all have the same problem, it's obvious this issue affects a lot of devices.

    Don't let MS try to fob you off to talk to the monitor manufacturer, as the monitor works fine with other PCs/Macs.

    I'm seriously considering taking MS to court to resolve the matter, as it's wasted a huge amount of my time this year and when the flashing is really bad, it causes me headaches.

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  4. Anonymous
    2017-11-25T04:02:49+00:00

    I wanted to get an external monitor for my pro 4. I was thinking of getting an LG 29" widescreen (29UM60) and connecting just using a minidv to hdmi cable. Anyone have a setup similar to this and have any issues? One concern I have is how it will look on a widescreen.

    I'm using an i5/4GB RAM/128GB  w/128GB card

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  5. Anonymous
    2017-11-26T23:14:54+00:00

    Hi

    For Microsoft Legal Support, we suggest that you raise your concerns in this link.

    Regards.

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