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

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
Answer accepted by question author
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]

Was this answer helpful?

100+ people found this answer helpful.
0 comments

2,779 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2017-03-22T22:20:35+00:00

    Take care..

    I went through UK support and after trying various options the screen flicker was still there. So I sent it back to Germany. The SP4 was damaged in transit (which they say was no fault of the courier), so after many phonecalls/emails to find out what was happening, I've been sent back my faulty device, with a damaged corner.

    Very poor service from Microsoft.  Am now having to write to the legal dept (they won't accept emails) to see what happens next. Hope you have more luck!

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-03-22T20:40:31+00:00

    After a lot of trying I finally managed to get through to UK support. I had to chose customer service for another product/issue to get the chat option, but when I finally managed to get through to tech support chat things went well. They are aware of the issue and will be replacing my SP4. Sending it off to service center in Germany in the coming days.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-03-22T19:35:42+00:00

    Did you check your warranty status online? I live in Germany and here Microsoft gives 2 years of warranty on the SP4, since Malta is EU it might also apply for you - not sure though.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2017-03-22T18:21:56+00:00

    I live in Malta and don't have any help desk or support page for this country, can't access chat support, or phone support... I've been having this issue since november last year waiting for a fix, and my warranty ran out last month!! 

    Microsoft lists the following support number for Malta: 

    Malta N/A 800 62 037 English

    https://support.microsoft.com/en-us/help/13948/global-customer-service-phone-numbers

    Was this answer helpful?

    0 comments