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
    2018-01-19T21:33:37+00:00

    No issue with the pen... i don't have one.  It's the second monitor.

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  2. Anonymous
    2018-01-18T07:16:41+00:00

    Hey there,

    I can see that things aren't really moving... I tried some drivers install last week, all sort of combinations and I still have the same problem.

    Now seriously considering to buy a MacBook. At least, Lightroom will work properly and I'll be able to use the external 4K screen...

    Such a pity :-(

    G.

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  3. Anonymous
    2018-01-18T01:13:29+00:00

    I just received a notification about the latest (December) Intel driver. I installed it, but it made no difference at all.

    I’m going to have to take legal action now. I’ve had this issue for a year, with no resolution.

    please do and keep us posted. this is a joke. I spent way too much money for this device not to be able to handle an external monitor and not to be able to run Adobe Illustrator (because the graphics driver can't/won't be updated) and so on...

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  4. Anonymous
    2018-01-18T01:10:49+00:00

    My theory is that it's a hardware issue and would cost MS a lot of money to fix; so they are hoping to just ignore it and hope it goes away.

    My support incident was closed by Microsoft - with no resolution.  And when I asked for details of their legal department for my lawyer, they sent me a duff link.

    I'm pretty close now to legal action.  

    they just want us to buy a new Surface device hoping it solves the problem.

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  5. Anonymous
    2018-01-17T23:08:12+00:00

    Events log showing lots of Surface Tcon device errors.

    You're having problems with your Pen?  Try turning off multi-touch; you can still use your pen for its mouse pointer emulation because it is a real electronic stylus.

    Apparently that was last updated in June.  Is that when this symptom started?

    https://support.microsoft.com/en-us/help/4037238/surface-surface-pro-update-history

    (BING search for

        surface tcon device site:microsoft.com

    )

    Good luck

    Robert

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