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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.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
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.
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?
since the update Oct 17, my external display hasn't flickered at all while running at 4k.
I do notice GPU issues in Adobe Illustrator, and noticed the most recent Intel driver I installed to fix those issues has been removed, and it must have defaulted back to an older driver version 21.20.16.4627 date 3/9/2017
Are you guys running a newer display driver?
Is the above the latest driver for our devices?
well i tried manually updating to a new driver and also using the Intel Driver assistant, but it failed with latest driver. So assuming what's installed is only what will work with this machine without causing other issues.
my display started flickering again. It was good while it lasted. bu slowly started happening gain. Like once a day. then a few times. and now regularly...
I have the same Problem on a Surface Pro 2017 i7.
@Carlo San: I can do another run of Feedback app to collect some logs. Just let us know what we can do to fix this issue!
Thank you for informing us about the status of the concern on your end. Let's get this resolved by filing a case using the Feedback Hub App. You can find the steps on how to submit a case through Feedback Hub in this Support Article. Now, we advise that you run the Surface diagnostic Tool again, collect diagnostic logs and include it in the Feedback Hub Case. This should help in finding a permanent solution for the issues you're experiencing with the device.
We appreciate your patience in troubleshooting with us and hope we could get this resolved the soonest possible time.
