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
    2017-09-02T10:01:57+00:00

    Hi Gary,

    The issue with your Surface seems like an issue with its firmware. Have you tried to download and run the Software Repair Tool?

    Let us know what happens when once you have received your Surface Dock, or if you tried to download the Software Repair Tool.

    Thank you.

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  2. Anonymous
    2017-09-05T21:54:26+00:00

    I tried the repair tool, not luck

    Same problem happens with the dock.

    In addition the dock can't drive the dell and HP at the same time, or with one monitor in dock and one in the laptop, still no go.

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  3. Anonymous
    2017-09-07T14:25:18+00:00

    We encourage you to submit your issue using the Feedback Hub.  You can either vote on an existing submission or submit a new issue. When you submit a feedback item we gather additional details and information about your issue that will help determine what’s causing it and address it. Feedback items regularly receive Microsoft responses on the submissions in the Feedback app so you can see what we are doing about your feedback. Please revisit frequently to see the status of your feedback items.

    For more information on Feedback Hub, see our support article and YouTube video.

    In order to submit new feedback, please follow these steps:

    1. On a Windows 10 device, search for “Feedback Hub” in Cortana search, then launch the app
    2. Navigate to Feedback in the left menu, then press + Add new feedback
    3. Select the Problem, and share any details you think are relevant, and choose an appropriate category and subcategory
    4. Important: If possible, reproduce the problem(s) after clicking Begin monitoring (or Start capture) near the end of the form; Stop monitoring when you’re done
    5. Once you’ve completed the form and monitoring, click Submit
    6. Click Continue using Feedback Hub
    7. Click My feedback at the top, then find the item you submitted (it may take a while to appear)
    8. Open the item you submitted, then click Share
    9. Click Copy link, then paste the link here in your response (it will look like https://aka.ms/<unique link>)

    Thank you.

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  4. Anonymous
    2017-09-07T15:27:34+00:00

    I have just upvoted DulcomX's case in the Windows Feedback Hub and added the following comment:

    "I have the exact same problem with a Surface Pro 4 and a Philips BDM4037UW 4K monitor.

    Note that the problem is related to Multiple displays only. If you choose "Show only on 2" in Display  Settings the problem disappears. "

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  5. Anonymous
    2017-09-13T11:39:44+00:00

    I'm having the same issue on new Surface Pro (2017) i7/16GB. I'm using the Samsung U28E590D which is on the list. 

    What I have tried (1) Software repair tool, (2) various display port to mini display port cables, (3) HDMI 2.0 adapter, (4) Microsoft warranty replaced my Surface Dock over the issue, (5) I've warranty replaced the U28E590D screen and it still happens on my replacement screen, (6) I've tried turning off Hyper-V, (7) Tried 59 Hz / 60 Hz

    Microsoft wants me to call them so they can keep troubleshooting it, but it seems like a pretty widespread issue. I suspect they will warranty replace my Surface over this issue, but I doubt the replacement will contain a fix as it is pretty apparent that the device is defective by design since the SP4, and MS didn't fix any of the underlying usability problems before releasing the new SP.

    Surface Pro 4 with same monitor and same issue.

    Ran the Software Repair tool = no fix.

    Ran the Dock repair file = no fix.

    I believe the flickering began for me after the Creators Update.

    I have noticed that turning off Freesync holds off the flickering, but it is painfully laggy, and need to do more testing to see if that permanently solves the flickering on/off issue.

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