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
    2018-05-22T00:49:16+00:00

    OK so that would explain why you're not stable like we are. We have a higher version than you and it's only been on this version that my SP has ever been stable with a 4K display so until you get to that version I guess you'll have issues.

    Either you're not on the latest version of windows or perhaps you're in a region that uses a different driver for some reason.

    Can you check your windows version? I'm on the latest public released version (only came out about 2 weeks ago but I've had it for a month as I'm an windows insider) . If you go to settings, system, about you can find this information

    Edition: Windows 10 Pro

    Version: 1803

    OS Build: 17134.48

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  2. Anonymous
    2018-05-22T00:31:24+00:00

    I'm also running 20.20.16.4749.

    KENYONB can you check your driver version against ours?

    Intel Iris Graphics 540 version 21.20.16.4627

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  3. Anonymous
    2018-05-21T01:46:22+00:00

    I'm also running 20.20.16.4749.

    KENYONB can you check your driver version against ours?

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  4. Anonymous
    2018-05-20T18:23:40+00:00

    I'll try running both displays, but won't be able to verify the symptoms until later in the week.

    FWIW, The video driver I have is 22.20.16.4749.

    Also, I had the issue on version 1703 I went to 1709 and straight to 1803. I cannot confirm whether the fix is in 1709 or 1803.

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  5. Anonymous
    2018-05-20T17:43:55+00:00

    For me I haven’t seen the issue, nearly two weeks now. I've been running both screens for a week and it's been perfect. 

    I wish it was working for you guys but it's certainly fixed for me. If you can be bothered you could try a factory reset? 

    If someone else here is having the issue, then performed a factory reset and that fixed it, then I would be willing to try. But a factory reset is so time consuming re-installing software, synching files and setting everything up.

    Funny thing is, prior to the 1803 update, things were running fine for me!

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