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
    2017-11-29T07:21:07+00:00

    Hi

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

    Regards.

    I'm afraid that link doesn't work.  It just comes up with an error

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  2. Anonymous
    2017-12-02T01:27:43+00:00

    Thanks for the update. Would it be okay if you will provide us a screen shot of the error you encounter with the link we provided?

    We will be waiting for your response.

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  3. Anonymous
    2017-12-20T22:27:38+00:00

    Turn Off Animation

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  4. Anonymous
    2017-12-22T18:37:12+00:00

     screen shot of the error you encounter with the link we provided?

    In my case a more accurate description than "error" would be that I don't have an account which satisfies this login

    https://login.microsoftonline.com/common/login

    What does it want?  Why does the original link want to take me there?

    I definitely have a lookup for the original host name.

    PS>nslookup internal.support.services.microsoft.com

    Server:  UnKnown

    Address:  192.168.1.1

    Non-authoritative answer:

    Name:    e3843.dscb.akamaiedge.net

    Addresses:  2600:140a:0:19e::f03

              2600:140a:0:1a4::f03

              96.16.46.29

    Aliases:  internal.support.services.microsoft.com

              internal.support.services.microsoft.com.edgekey.net

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  5. Anonymous
    2018-01-08T15:46:27+00:00

    @richard tie, please see below

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