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
    2017-11-09T10:49:18+00:00

    I have now solved the problem for my Surface:

    Solution 1 - With the latest Intel drivers: Deactivate the internal Surface Screen and set the external Screen to Master Screen -> no blackouts but you can't use the internal Screen. 

    Solution 2 - Delete the current graphics drivers and go back to Intel Driver Version 21.20.16.4678 https://downloadcenter.intel.com/download/26836 after deleting the current drivers with the device manager and make sure that windows will not update them again. -> No Blackouts but you have old drivers. 

    I think the problem comes from the combination of the latest surface firmware update an the latest intel graphics drivers.

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  2. Anonymous
    2017-08-04T15:39:58+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.

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  3. Anonymous
    2017-06-27T04:10:29+00:00

    I'm having the same problem on the Surface Pro (2017). I've checked Duet Display and this isn't installed.

    I've also run the Software Repair Tool, as well as the Surface Dock upgrade application. Still see the monitor flick to black a few times an hour.

    Any other ideas?

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  4. Anonymous
    2017-06-17T10:15:34+00:00

    Great. It's good to know that the issue has been resolved after running the Software Repair Tool.

    Yes. That is why we've created this tool to correct all incompatible software on certain updates. Rest assured that we'll continue to work on updates to make sure all Windows hardware are running smoothly.

    Should you need our assistance in the future, feel free to contact us or post your concern here in the Community.

    Cheers.

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  5. Anonymous
    2017-06-14T14:09:36+00:00

    Hi,

    Thanks for sharing us the video. While Surface Pro 4 is compatible with external monitors, these are limited to certain models in the market. Monitors that are not found on the list may possibly encounter flickering issues or full non-compatibility.

    If your monitor is found on the list, we suggest that you follow the steps below:

    Go to Start , and select Settings > System > Apps & Features, and check to see if Duet Display is listed under installed software. If Duet Display is in the apps list, uninstall it.

    Let us know if this resolves the issue.

    Regards,

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