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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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]

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  1. Anonymous
    2017-11-19T18:00:04+00:00

    Perhaps important update for readers..

    Have tried all the suggestions in this thread without any success. Have all the latest Windows 10 updates with no solution. Have tried Microsoft online support with same results. Also, a senior Microsoft store rep (at our one regional Microsoft store) disabled bunch of startup apps to solve an unrelated issue and otherwise cleaned up and tested my Surface Pro 4. Again, no effect. 

    Flickering problem is still showing up in virtually all apps after some time of use. Goes away for short time and then returns. Reboot helps for a few hours and then the problem starts again. Has been weeks now.

    Bought my Surface Pro 4 end of 2015 along with an extended (2nd year) warranty (through Best Buy) that runs out end of December of this year. So I finally gave up and brought my machine in for a warranty swap---though I very much did not want to fool around with many apps, etc. and recreating the tablet I have. [Best Buy so far has been very good on this and I am awaiting the replacement due in a few days.]

    IN ANY CASE, as I did a reset of the Surface Pro 4 to get rid of everything on the machine before handing it over the Geek Squad rep for replacement, I noticed---on the final reboot after the computer reset process---that the flickering was again showing up while only the login screen was running and before the machine was even setup." As the tech said, "Well, that's it...there are nothing even running yet and and I see it happening. No question its a low level hardware problem."

    Hope that helps Microsoft recognize that they have a clear, serious problem and have to address it even for those out of warranty.

    I also hope it is not built into the new Surface Pro!! Have been using Microsoft products since the company was created (yes, I am that old) and I stay with them through this kind of thing over and over because Apple has a whole different set of issues that means I can not use their eco system.

    However, it is extremely frustrating to see that it takes Microsoft 3-4 product generations (hardware and software) to get things right. Two years life for a very high end product is simply outrageous (and that is exactly how long my Surface Pro 3 lasted for me also)!!!! 

    Microsoft should give a very high new product $ credit for all of us who lived through this and take care of its customers... Probably too much to ask but I guess we will see.

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  2. Anonymous
    2017-11-19T17:29:32+00:00

    My device began with the screen flickering just a week before I installed 1709. So it is not related to 1709 specifically, but probably more with the age/running hours of the device as you stated. Now it is getting worse and worse. Especially under heavy loads. Screen starts flickering approx. 4 pixels vertical up and down. As soon as the heavy task ends and CPU temperature falls down the flickering stops. Very annoying. My device (SP4 i7 16Gb/512Gb) is now 1 year and 8 months old. It is used very intense. We have other SP4 devices which have less running hours. They are still working fine.

    I live in the Netherlands, so we have a 2-year warranty because of EU legislation. Planning to return my device to Microsoft for a repair soon. Very sad Microsoft does not acknowledge the problem. Really love the form-factor and looks of this device and I want to keep using it! But it is too expensive if it breaks down within the first 2 years...

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  3. Anonymous
    2017-11-19T17:24:57+00:00

    If you have a store nearby, Please go and have the device replaced. Did the technicians you spoke with start the replacement process?

    Be aware that SP4 replacement stocks are low (the machine is not being manufactured anymore) , so you likely will have to pay for an upgraded device.

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  4. Anonymous
    2017-11-19T14:49:56+00:00

    Share your issue onhttps://flickergate.comand post on social media. Keep an eye for tags like Surface Pro and prevent users from felling from trap. It requires time but together we can have an impact and get a solution from MS for this.

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