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
    2018-02-24T19:34:52+00:00

    4K monitors cannot be used on Surface Pro 4 's with I7 processors.

    Have you tried using Second Screen Only?  Win+P, End, Enter (and then Tab, Enter to accept a Keep this? prompt).  Alternatively, see what happens if you change the PC Screen to Portrait orientation.

    Also, what do you have for a video driver?  Looks like there has been a lot of change last year...

    https://support.microsoft.com/en-us/help/4023489/surface-surface-pro-4-update-history

    This for Iris in particular

    Intel Corporation driver update for Intel(R) Iris(TM) Graphics 540 Intel(R) Iris(TM) Graphics 540 – Display adapters<br><br><ul><br><li>21.20.16.4627 improves DX12 and power performance.</li></ul>

    And that won't even be considering all the possibilities from Intel--if you had a more precise specification than just "i7" to find them.  One method is to use msinfo32 System Summary to capture its Processor: value.

    E.g. Guess from above info would take you here for

    Downloads for Intel® Iris™ Graphics 540

    https://downloadcenter.intel.com/product/88358

    HTH

    Robert Aldwinckle

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  2. Anonymous
    2018-02-24T12:42:19+00:00

    4K monitors cannot be used on Surface Pro 4 's with I7 processors.

    Microsoft, please give us a status update.

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  3. 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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  4. Anonymous
    2018-01-20T17:47:18+00:00

    What I have noticed since I've gone with the latest Intel driver, is that it is only my Samsung LU24E85KRS/EN 4k monitor that has the problem.  The HDMI TV's at home and work are now fine.

    Again, I don't understand why the Monitor plays nice with my old Surface Pro 3 but not the Surface Pro 2017

    Samsung don't have any firmware i can try for this model.  nor is their a windows 10 monitor driver specific for it.

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  5. Anonymous
    2018-01-19T22:07:50+00:00

    Then disable its support.  Supposedly that is what the TCON exceptions you are seeing indicate--a problem with pen support.  Otherwise, do you know where those events are being captured?  You could disable them from being seen there.  FWIW I don't have any such exceptions and don't know where they will be coming from but can imagine that an obscure analytic trace could have been enabled to try to diagnose problems in that area.

    Good luck

    Robert

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