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. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2018-02-25T14:49:17+00:00

    this is all possibly related to the massive number reports of SP4 screen

    flickering and shaking ON the Surface Pro 4 itself. I don't know. but THAT seems

    to be a hardware issue. it is my perception that for some people, connecting

    directly to the Surface and taking the dock completely out of the picture

    produces better results. do you have the same issues both docked and undocked ?

    >All that stuff have been tried. This is a one year old thread and nobody has been able to find a solution.

    >

    >It seems to be a hardware design error in the Surface Pro

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  2. Anonymous
    2018-02-25T13:13:37+00:00

    Hi Barb,

    All that stuff have been tried. This is a one year old thread and nobody has been able to find a solution.

    It seems to be a hardware design error in the Surface Pro.

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  3. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2018-02-25T11:10:30+00:00

    you may need a different cable - if MDP to HDMI, you need an ACTIVE cable. Also

    you may need to change the monitor refresh rate. see the chart on

    https://support.microsoft.com/en-us/help/4039635/connect-surface-to-a-tv-display-or-projector

    also - as an experiment, make sure System Restore is turned on, created a manual restore point and try the generic Intel video driver.

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

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  4. Anonymous
    2018-02-24T23:07:50+00:00

    I agree with this.

    1. Tried the Surface Pro with multiple displays, even the "supported" ones MSFT recommends, same issue.
    2. Tried active and passive cables, same issue.
    3. Tried with Surface dock, and without Surface dock, same issue.
    4. Did everything MSFT said on multiple phone calls, same issue.

    Used a Surface Book 2 13" and 15" - no issues.

    This is a fundamental issue with the Surface Pro - not with the displays, not with drivers, not with cables. If you plan to use a 4K display, you cannot use the Surface Pro period.

    I have since (sadly) returned the Surface Pro and now use the Surface Book 2 - no issues at all, very happy with it.

    Final note - don't expect to use two 4K displays with the Surface Book 2 and expect to be happy - they only run at 30K which is unusable.

    One 4K display works great.

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  5. Anonymous
    2018-02-24T19:50:57+00:00

    Dont waste your time with trying to resolve this. This is a hardware fault with the SP4. Been through all “support” steps now for over one year. Eventually bought a Surface Book 2, which resolved the issue.

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