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.

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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
    2017-03-15T21:03:59+00:00

    Thanks for looking in to it.

    My shaking usually only happens when I haven't used the computer in a while. Seems to go away by itself once computer get warmed up, and not returning again until computer hasn't been used for a while. (Switched off, sleep or hibernate) Tried following the steps and switch off computer for 5 minutes to let it cool down. Shaking only happens when screen is completely idle. (nothing on screen is moving like video playback, cursor, touch, etc.)

    Followed all steps in no1. (except reset as I did that recently) issue still persisted after a restart, letting the surface cool down.

    Followed all steps except creating a new user, and issue still persisted. Shaking was noticed on login screen during a clean boot with display adapter disabled. Couldn't change resolution with disabled display adapter.

    Shaking is sometimes even noticed immediately after turning on the device, shortly the surface logo is showing on screen but not while the loading icon is moving. It can even happen in the UEFI, so it must be caused by something during the very early stages of boot sequence. I'm suspecting firmware.

    Additional things I've tried.

    *Turning off fast startup

    *Disabled selective suspend

    *Disabled hibernation.

    *Tried another display driver provided by intel.

    *Disabling intel audio

    *Tried insider preview build

    *Revert Completely clean windows 10 installation.

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  2. Anonymous
    2017-03-15T18:50:55+00:00

    Hi All,

    We are still investigating on this issue and will need your help to isolate the problem. We suggest that you try the following:

    1. Troubleshoot Surface touchscreen issues.
    2. Disable the Display Adapter in Device Manager.
    3. Restart Surface and try to use it again.
    4. Create another user account and check if screen flickers on the other user.
    5. Change screen resolution to low. Is issue still the same?
    6. Perform a clean boot in Windows and check the performance of Surface again.

    We'll be waiting for your response with the results.

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  3. Anonymous
    2017-03-15T09:02:57+00:00

    It didn't help either, but I found one workaround that helps. Since the flickering is only happening when nothing on the screen is moving I added seconds to the task bar clock. As it updates every second the flickering never starts. 

    Here's a link how to add seconds to taskbar.

    http://winaero.com/blog/taskbar-clock-show-seconds-windows-10/

    This is just a workaround but will help. I hope they find a underlying cause of the flickering, and provide a fix soon.

    I had this problem since november/december and my warranty expired in february waiting for a fix.

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  4. Anonymous
    2017-03-15T01:35:42+00:00

    You took the words out of my mouth. For me, replacement will cost upto $600 just in postal service. (Excluding the hazards or sending and receiving). Only thing I am doing currently is to point out this problem again and again on twitter to surface team. https://twitter.com/surface  And I ask you guys to do the same.

    The support team didn't even called me. I don't think they are even considering to diagnose the problem. let alone fixing it. I would have never complained if it was a moderately priced device, but for such a premium device, its a point of shame for Microsoft team.

    I have similar problems with my PRO4. Since last year June. It have been intermittent very unpredictable. Microsoft guys have remotely connect to my unit for the third time. They cannot find any solutions, and admitted that it is a known problem by Microsoft and trying to develop a solution for it. I'm contemplating to ask to change the unit as it is still under warranty. The advice from them is that I may encounter the same issue again. This is not good.

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