Surface Pro 4, Screen Flickering, Shaking

Anonymous
2017-01-19T07:47:47+00:00

Hi All,

Update: Flickergate is now having a forum to bring all affected users at a single platform to plan for resolvement of issue. Please join at

 https://forum.flickergate.com

UPDATE: Check FlickerGate.com for videos of the problem and to submit your own. 

I purchased SP4 device a few months ago and it was working fine for a month. Then I noticed that when the CPU is at its max, the screen flickers a bit. Investigating further revealed that it flickers even if it is setting idle. It does not flicker if at least one of the following thing is done:

  1. A video being played in browser 
  2. If I keep the touch screen busy by either taping it or keeping a finger on it
  3. If I use the touchpad
  4. If keyboard is used for typing

This resulted in making the device completely unusable while reading articles or ebooks. I am a developer, most of the time I have to read the code and to do that, I have to constantly keep a finger on the touch pad or the screen. I contacted surface support in October and November and was told that the developers are working on the patch. Looking at the updates the developers are pushing since then, I don't think anyone is even aware of the problem there. 

My previous support ticket numbers are:

 ***deleted personally identifiable information***

***deleted personally identifiable information***

Just wondering if anyone else had the same problem (and the fix) and if not, what's the procedure for the refund? I will rather go for a mac then sacrificing $2000+ for a dancing screen.  

Kind Regards,

Abbas

***Personal information deleted by the moderator. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy.***

Surface | Surface Pro | Display and screen

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Anonymous
2018-05-11T17:59:00+00:00

Hey Everyone,

Creating the best products and experiences for our customers is our top priority.

We have heard your feedback and after careful examination, have determined that a small percentage of Surface Pro 4 devices are exhibiting a screen flicker that cannot be addressed with a firmware or driver update.

To support customers affected by this issue, we will replace eligible Surface Pro 4 devices for up to three years from the date of purchase, free of charge. If you believe your device is experiencing this issue, please visit our Surface Pro 4 screen flicker article for more details.

Bryan [MSFT]

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  1. Anonymous
    2018-03-18T23:28:34+00:00

    Definitely more complex a problem than the ribbon cable as the problems with my Surface change as it just sits there. I've been working in servers for half my life and this really looks like a hardware design flaw.

    On another note, I get flickering / ghosting problems from boot when the machine is cold and has just been started. All this started just after the warranty passed conveniently. I tried to get Microsoft to replace for free but they just stated I had to pay £400 for a refurb model. Can I ask how you got Microsoft support to replace outside of warranty?????

    Kind regards

    Gavin

    After several email exchanges following my service request which included comment that my SP4 was about 3 months out of the 2-year warranty period (such a period may only apply to Australia), plus remote testing by Microsoft, I received an email from them stating that my SP4 would be replaced for free and advising my options for taking up that offer.

    However, in a phone conversation with them shortly after that (as I followed up the replacement process after my last post on this blog)  I was advised that I was not entitled to a replacement even though the email I received from the representative with whom I had been dealing about my issues stated clearly that "we can have this replaced absolutely free".

    I am now waiting on a call back right now to confirm whether I will be given a replacement or not and will advise the outcome.

    I have a strategy in if they do not honour their replacement commitment and am even more annoyed when I checked my original purchase receipts and found that I actually paid about A$4,000 for the original SP4 package and the device has failed a few months after the warranty period.

    Update.  MS advise that my warranty issue has been escalated and I will have a response in a couple of days.

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  2. Anonymous
    2018-03-17T00:24:16+00:00

    When you look at the reviews on Amazon of the replacement screens, this is a common complaint, they are probably cheaply manufactured and not an exact replacement for the Surface Pro 4 screen.

    What was the model number of the screen you received?

    I just picked up my pro4 used. The glass was broke & replaced poorly. They super glued it on, touch screen didn't work due to a ribbon left unplugged. Unfortunately the ribbon was damaged from being out of place and a new screen is necessary. The display works great otherwise. Beautiful resolution, no bad pixels or anything. I ordered a screen online and it arrived today. Installed it and the lower half of the screen is flickering, & everything looks doubled up. The top half looks perfect though. I see that some others have the same issue with their original screens. Can they just be a bad screen? I went back to the screen with the bad touch & the display is perfect again so I assume that this screen is just a defective part, also the touch didn't work under my finger tip but instead across the screen. The part number matches the screen I have but I cannot be sure what was original equipment.

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  3. Anonymous
    2018-03-16T03:19:52+00:00

    this is the same problem I encountered when I managed to call into the support line.  given that my Surface Pro 4 is no longer under warranty, I will need to pay $600 etc. for the replacement.  this is the worst customer support especially they don't have a Singapore site office to send in.

    Looking at the whole support structure, I would seriously not want to purchase any more surface related product.

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  4. Anonymous
    2018-03-15T12:20:10+00:00

    Definitely more complex a problem than the ribbon cable as the problems with my Surface change as it just sits there. I've been working in servers for half my life and this really looks like a hardware design flaw.

    On another note, I get flickering / ghosting problems from boot when the machine is cold and has just been started. All this started just after the warranty passed conveniently. I tried to get Microsoft to replace for free but they just stated I had to pay £400 for a refurb model. Can I ask how you got Microsoft support to replace outside of warranty?????

    Kind regards

    Gavin

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