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. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2018-02-26T12:52:40+00:00

    with the exception of one person with touch screen issues, everything on the

    chart on

    https://support.microsoft.com/en-us/help/4039635/connect-surface-to-a-tv-display-or-projector

    is supported (which should mean tested).

    putting the Surface in portrait mode does not make any sense except for the edge

    case style which you seem to prefer. it just isn't what these folks are

    interested in doing. you are complicating the original issue.

    >Also, what about having two attached monitors with equivalent resolution?  Has that case been tested?

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  2. Anonymous
    2018-02-26T14:00:39+00:00

    But how do we complain?

    It was stupid of me, but I didn't think of submitting an official case until last month.

    I bought my Surface in an online shop 1.5 years ago, and unfortunately the shop no longer exists.

    In Denmark we have a 2 year warranty period, but Microsoft's support site is refusing my serial no. because of a general 1 year rule.

    I have tried to submit the case as a Windows driver software case, but support tells me that I must first get a replacement unit via my original shop - to prove the issue.

    Another possibility is to buy software support for a year, https://aka.ms/qetassure.  The Assure Plan costs 985 DKK  (163 USD)

    The supporter told me, quote

    "Once you are subscribed to this, all Microsoft Technicians will provide you FULL SUPPORT for your Windows

    concerns".

    But I don't trust this.

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  3. Anonymous
    2018-02-26T14:41:25+00:00

    the chart on

    https://support.microsoft.com/en-us/help/4039635/connect-surface-to-a-tv-display-or-projector

    Thanks for that.  I knew I had seen one like that but couldn't remember where.  I think it supports the point I was making about maximum resolution.  At least it clearly demonstrates why a Surface Pro 3 user can only use Second Screen Only when trying to attach (only one) 4K monitor.  What is still missing is what each Tablet's native screen resolution is and how it relates to its overall maximum (e.g. when used in an Extend configuration.)

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  4. Anonymous
    2018-03-12T10:21:30+00:00

    As I wrote last year, I have basically solved this problem by using the old Intel Driver Version 21.20.16.4678 for my Surface Pro i7 2017. So I think it is not a hardware problem. With those drivers I can use the internal Screen and an Dell P2415Q on 4k 60hz connected to the surface dock and I only have 1 or 2 Blackouts per Week. Sometimes it happens that the blackouts come more often, then I do a restart and everything is O.K again. I guess there is a Problem with the displayport signal because my external screen seems to lose the sync to the signal when it has those blackouts. probably somebody could measure the signal with an Oscilloscope to find out more.

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  5. Anonymous
    2018-03-27T15:50:08+00:00

    I have a mini display port adapter that translates to HDMI, DVI, and VGA. I gave up and went to VGA and the flicker disappeared. I know the resolution is worse, but I just need to work on a second screen. I'm not doing 4K presentations. VGA still works. Glad that hasn't been completely deprecated.

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