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: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2017-08-01T06:11:08+00:00

    I have now tested the surface pro 4 for a few days now the problem is not solved but is about 90% better than it was. The flickering does start again very slightly after it heats up. If i put it under intense load it will heat up to about 63 deg c from the normal 41 deg c .The flickering will also increase as you put it under more load. I was watching a full blue-ray movie using a portable blue-ray Drive and it played with no flickering. I just hope that my surface pro 4 does not progressively get worse in the coming weeks and Microsoft can come up with a fix very soon .

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-08-01T02:21:56+00:00

    I have the same problem several days ago. I bought surface pro 4 one years ago and used normally until the full screen was shake. I found some features of the problem:

    1. About one hour after turning on, there is always a horizontal thin white band appearing at the bottom of the screen and flickering. If I move the mouse it disappears temporarily and would reappear;
    2. the central and right side back cover are warm  even though there are no operations on the surface pro 4. But the CPU occupation shows low at the same time.
    3. If the air temperature is high, the full screen would  be shake and blur  about four hours after it starting, and the central and right side back cover would be hot. The interval would prolong if the air temperature is cool. 
    4. Now I adopt the method mentioned above i.e. open task manager and keep it on the screen. The thin white band disappears and the central and right side back cover keep cool. 

    So I guess it is not a hardware issue but drivers problem. The graphic chip might work incorrectly after some driver update.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-08-01T02:12:51+00:00

    Is there any update here? I just started having this SAME problem. If I am working on the screen, move the mouse, or touch the screen it goes away.

    Any help appreciated!!!

    Frustrating!!!

    Was this answer helpful?

    0 comments
  4. Anonymous
    2017-07-31T15:33:13+00:00

    Dear WHSIM,

    I can sympathize with you. I have gone through very much the same process and feel the same. I have been with support for 16+ hours for them to deduce its a hardware problem (even though they are very stubborn and persist its software). The service has been terrible and rejoin links painful. I have gone through 3-4 supervisors before finally getting a call from them. My pc has gone to previous build, reset, troubleshooting etc. The final resolution is because my warranty is expired is 450 Euros for replacement

    • shipping costs to send the laptop back. On top of that there is no kind of service center in GERMANY. This is really disappointing for a premium product, i agree and on top of that I feel that Microsoft support has misled me with false promises every time. I have treated my laptop like a baby and surprised to find that is is more likely a hardware problem. I am now using an external monitor because my this jitterring screen is damaging my eyes and giving me intense headaches. 29$ for a call is infact ridiculous for such a premium device and glad that i had to be persistent with support to transfer me to surface team. Furthermore, the team does not ask questions to really understand the problem. I had my calls with Manila, Philippines and really disappointed with the service and alternatives. 

    I have previously had hardware from other companies and only reason i chose SP4 is because the predecessors had good reviews online and I wanted a premium product for once. I made a bad choice because the alternative replacement options are NOT feasible. I have shared this link with support team to tell them its a common issue, why should the customer be held accountable for this defective product? I need to spread the word that this product is not promised what it is meant to be. Right now I will have to suffer using external display, what is the purpose of a hybrid? I am speechless and have nothing to say about the poor service. If the service is up to expectations then no point to continue with this product and also encourage others to think about other products that really add value to the customer experience.

    P.S I have clicked below that solved my problem but this is mis click.

    Also the supervisors I have spoke to over the past few days are

    Marvin, Jaspher, Aris and Din (ftelephone call)

    Was this answer helpful?

    0 comments