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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

171 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2017-08-28T01:37:47+00:00

    Hi,

    We appreciate the information you provided. To further troubleshoot the issue, you can try these steps:

    1. Restore your Surface Pro 4 to the earlier time before the issue started;
    2. Reset your Surface Pro 4 while keeping your files;
    3. Download and reinstall Windows using a recovery image.

    Before doing the suggested steps above, we suggest that you back up all your files to an external drive.

    Regards.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-07-29T16:27:53+00:00

    Hi Rizza,

    I managed to find some time today to reproduce and capture the problem. I have selected Hardware / Display Drivers as category/sub-category.

    Here is the link to my feedback: https://aka.ms/Tvvmzn

    Thanks a lot for helping!

    G.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-06-28T19:23:38+00:00

    Hello,

    We'll look further into this. We suggest that you send us a feed back about the screen flickering issue using the Windows Feedback Hub.

    In order to submit new feedback, please follow these steps:

    1. On a Windows 10 device, search for “Feedback Hub” in Cortana search, then launch the app.
    2. Navigate to Feedback in the left menu, then press + Add new feedback.
    3. Select the Problem, and share any details you think are relevant, and choose an appropriate category and subcategory.
    4. Important: If possible, reproduce the problem(s) after clicking Begin monitoring (or Start capture) near the end of the form; Stop monitoring when you’re done.
    5. Once you’ve completed the form and monitoring, click Submit.
    6. Click Continue using Feedback Hub.
    7. Click My feedback at the top, then find the item you submitted (it may take a while to appear).
    8. Open the item you submitted, then click Share.
    9. Click Copy link, then paste the link here in your response (it will look like https://aka.ms/<unique link>)

    Regards.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2017-06-27T14:14:46+00:00

    Not done yet. I have 400 GB of personal data that I must backup before... I will do that later on this summer.

    With the repair tool, it seemed to work fine for a few hours and then the problem came back.

    I'm running the last driver from Intel, it does not make any differences.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2017-06-27T06:48:32+00:00

    Yes I have tried using just the display port directly on the surface. Same result.

    Yes I agree it does seem to increase when the Surface is under load but not always. That said it's very annoying.

    Have you decided to wipe yours or has your problem completely gone after running the repair tool?

    Was this answer helpful?

    0 comments