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
    2018-01-27T02:12:04+00:00

    I had this exact same issue.

    I spoke to Microsoft and we tried a bunch of things. Here's what initially worked for me.

    In checking the display refresh rate (Settings / Display / Display Adapter Properties / Monitor), my refresh rate was set to 59 Hertz. I changed it to 30 Hertz (unusable performance) then back to 60 Hertz, and the problem (at least for now) has stopped.

    UPDATE

    The problem re-appeared, so this "fix" does not appear to be so. However, the problem is far less often. Possibly coincidence.

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  2. Anonymous
    2018-01-27T06:06:30+00:00

    Yep, unfortunately there is no solution. Anything you think has solved it, will only be temporary.

    If I were you I’d keep a support incident open with MS. I’ve mine open for a year now, and regularly press them for updates / resolution.

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  3. Anonymous
    2018-01-27T14:34:29+00:00

    Thank you. This is unacceptable. Being able to support an external display is not unreasonable.

    Are there any display configurations that work or is this a systemic issue?

    Is it h/w or o/s related? Meaning, can they provide a fix in the o/s at some point, or it is a flawed h/w design that will only be fixed with future Surfaces?

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  4. Anonymous
    2018-01-27T22:50:16+00:00

    One thing I have tried which does solve it (albeit with a caveat) is to connect a Mini-DisplayPort adapter to HDMI to the Surface or Dock and then use an HDMI cable to connect to the external monitor.

    I've not been able to reproduce the blanking now, but I can only run the external display at 30 Hertz if I'm at 4K.

    So, the caveat is that while the blanking goes away, external screen performance is not optimal.

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  5. Anonymous
    2018-01-29T15:30:37+00:00

    On a final note, I purchased one of the "supported" monitors...

    MSFT linked me to the page that lists their supported external displays.

    I tried this one: Samsung U28E590D 28-Inch UHD LED-Lit Monitor

    It was even worse.

    There is clearly a systemic issue with the Surface / DisplayPort or driver.

    This is unacceptable.

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