Surface Pro 4 Screen Flickers

Anonymous
2020-03-29T23:39:47+00:00

I have the same problem as many other Microsoft users (summarized below)

What is Microsoft's solution to resolve the Surface Pro 4 flickering screen?

ISSUE

Due to the pandemic, I now need to work remotely and use this Surface for 8 or more hours each day.  The first full day was a surprise when my screen started flickering.  I see that Microsoft knew about this issue and arranged to extend the warranty to 3 years.  Unfortunately, my Surface Pro 4 is just past the 3 years.  I feel that since my Surface was registered when I bought it that Microsoft should have notified me that my Surface was in the batch of known hardware defects.  Had I known about this issue, I would have taken care of this issue immediately.  Instead, I was left to discover this on my own over time.  Now, Microsoft support has offered to replace my Surface with a used certified Surface for an additional $599.99 with only a 90 day warranty.  I don't really want to spend an additional $599.99 but I will if I have to so I can continue to get some work done.  I have 2 issues with this, one is that Microsoft had my contact information from my registered device and never contacted me to say I had this known hardware issue and second is that after I spend $599.99 I will get a used device with only a 90 warranty. 

1) What is Microsoft's resolution to this?

2) How do we implement the solution during the COVID-19 crisis?

Surface | Surface Pro | Display and screen

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  1. Barb Bowman 80,805 Reputation points MVP Volunteer Moderator
    2020-03-30T14:26:13+00:00

    what I can suggest is to reimage your Surface device using a USB recovery drive (if you haven't reset the device yet). Reimaging your Surface using a USB recovery drive is a complete form of reset and if the issue persists after the reset,

    once these start flickering, simply booting to the UEFI will most likely show
    the same flickering. waste of time to reimage.

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  2. Anonymous
    2020-03-30T01:29:04+00:00

    Hi SamuelPFelix,

    Thank you for reaching out Microsoft Community. We're sorry to know what happen to your Surface device.

    Unfortunately, if your Surface device is already beyond 3 years from the time it was purchased, no free replacement can be processed. The allocated 2 years is an exemption already on top of the 1 year device manufacturer's warranty. Replacement for the unit can still be processed but that is through out-of-warranty replacement wherein you need to cover the replacement cost. For your Surface device to be replaced, you have to send it back first. 

    On the other hand, since you're using this device for work now due to the pandemic, what I can suggest is to reimage your Surface device using a USB recovery drive (if you haven't reset the device yet). Reimaging your Surface using a USB recovery drive is a complete form of reset and if the issue persists after the reset, this confirms that your Surface device is already having a hardware issue and you really need to get a new device or have it replaced. I know how inconvenient it is on your behalf while using the device because this will surely interrupt you, however, the only option left now is to reimage your Surface device (that's if you haven't reset it).

    See instructions below for details.

    - HOW TO DOWNLOAD, CREATE AND USE A USB RECOVERY DRIVE****-

    To download the Recovery Image:

    You'll need a PC running Windows 7 or later or a Surface Device and a USB flashdrive (16GB or 32 GB).

    1. Visit the page to Download the recovery image for your Surface
    2. Sign in with your Microsoft Account
    3. From the list of Surface devices available, select the device that you need a recovery image for

    Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for your Surface device. 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

    Format USB Drive:

    • Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface

    USB recovery drive.

    1. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
    2. Select the USB drive you formatted earlier for the location and click Extract.

    Use a USB recovery drive to reset your Surface:

    1. Shutdown the Surface
    2. Insert the USB recovery drive into the USB port
    3. Press and hold the volume-down (-) rocker
    4. Press and release the power button
    5. When the Surface logo appears, release the volume-down (-) rocker
    6. Surface will start the recovery software on the USB recovery drive
    7. When prompted, choose your language options and keyboard layout
    8. Select Troubleshoot
    9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
    10. If prompted, select Repartition the drives
    11. If prompted for BitLocker Key, tap Skip this Drive and continue with the reimaging process.

    If this helps, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to contact support for replacement options if the issue persists after the reset.

    Kind Regards,

    Crest_Z

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