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
    2018-04-04T04:25:28+00:00

    Exactly my point, I am not paying a dime or even travelling for a free replacement unless I am guaranteed that I am getting a model that does not flicker (Surface Pro 2017 which I haven't heard have this issues, or even a revised SP4 which they have corrected).

    But Microsoft has done NOTHING to acknowledge this issue, after several threads with 1000s of replies, different sites created, covered by the media, and Microsoft just continues silent. At least Apple acknowledged the throttling of older iPhones after getting caught and now is doing right-ish to their users. But Microsoft? Not a sound, just hoping the SP4 gets old and eventually the affected users like us move on. But quite the opposite is happening, as devices are getting older more and more are having this issue. Hope they eventually have to do something about it, as this is really unacceptable for a "Premium" computing device. 

    "The tablet that will replace your desktop". That should actually be the slogan, as certainly it can't replace a laptop without a working screen, but certainly it can replace an underpowered desktop as connected to an external display will be the fate of all these defective devices. 

    Quite disappointing

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  2. Anonymous
    2018-04-04T04:19:31+00:00

    Microsoft should take the initiative to replace all the affected SP4 user with a new Surface Pro 5. I will then consider paying for this replacement.

    What is the point of paying another  USD450 just to get another SP4 which is waiting for the problem screen to happen again ?

    I think Microsoft has not learn the lesson from Samsung Note 7

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  3. Anonymous
    2018-04-04T04:08:32+00:00

    Well at least you were offered a replacement. The Microsoft representative I talked with said that I had to pay the 450 USD and bring it to a Microsoft Store. And I live outside the US so I would need to travel plus pay the 450 USD. I would be OK to travel if I could get it replaced with a model that they guarantee won't have this issue. But travelling and paying a 450 USD fee for a device that might end just as the one I have is nuts.

    Too bad, I really used to stand by the Surface Line, having owned the Pro 2, Pro 3 and Pro 4 since launch day. Also got both Xbox One and now an Xbox One X Project Scorpio which I also got on launch. After this experience and the support I have received, I don't feel confident buying any kind of MS hardware ever again, and unless they acknowledge this issue and provide proper fixes to everyone affected, I am guessing the Xbox One X was the last MS device in my house. Mine still has just the flicker at the buttom of the screen after heavy usage that goes away with movement, but we know that is just an early symptom and it will eventually develop into a fully useless screen. Those 450 dollars will probably go towards a new Dell or probably a Macbook (despite not really liking MacOS, at least Apple usually is quite good with their customer support).

    Quite disappointed, as I really loved my SP4, until two weeks ago when this started happening it probably was my favorite computing device ever!

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  4. Anonymous
    2018-04-03T08:46:58+00:00

    Frankly, buying Surface Pro because it can be carry around with it size and "promised" power. Nobody going bring a fan with the SP4 outdoor, right?

    Nevertheless, thanks for sharing. At least you are much better than MS who doesn't even response to all our complaint.

    I believe those who own a SP4 that experiences this flickering screen is very upset and disappointed. I am sure we are not going to use any SP anymore before MS address and resolve our problem.

    Meanwhile, I encourage anyone that is experiencing this problem to inform all their contact not to buy Surface until we get a good answer from MS. Only affecting their sales turnover will then force MS to response.

    It's a joke, MS offered me a replacement SP4 for my flickering SP4 and a 90 days warranty extension.

    If MS is confident that they have fixed the problem, then back up your claim with a 2 years warranty extension on the replacement!

    But I bet no one from MS is reading this.

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