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
    2018-08-30T04:08:17+00:00

    Hi

    I have changed my SP4, two times.

    I agree that we have paid too much for such product. I like you cannot afford to buy a new laptop, I regret to buy SP4.

    the problem is that, the screen flickering will starts after several month not one or two months after replacing. it is my experience.

    SP4 is not a real laptop, it is tablet and we cannot expect it work like laptop.

    I feel like hate MS, replacing SP4 by another SP4, is not a good service. they must solve the problem totally.

    they must change our SP4 by another surface not SP4.\

    Was this answer helpful?

    0 comments
  2. Anonymous
    2018-08-30T03:54:31+00:00

    Hi..

    I've exchanged my surface pro 4. 

    I will walk you through the whole process. I contacted microsoft support via their live chat option ( its free of cost). I told them my sp4 screen flickering problem, so they asked me for some proof. I uploaded a video containing sp4 flickering on the link provided by them. They informed that my sp4 is eligible for free replacement (my sp4 passes the 3yrs criteria that sp4 should not be more than 3yrs from the day of your purchase). Then Microsoft support guy emailed me the fedex label and told me that will be replaced soon.

    Next day FedEx called and told me to keep sp4 pack and ready for transport. Guy came at home and took my sp4. I was tracking my sp4 from Microsoft account. 2 weeks later I got repaced sp4 from FedEx at my door step.

     It has been more than a month now, my replaced sp4 is running without any problem although I avoid using it for longer times. Installed intel extreme utility for monitoring sp4 core temperatures, if temperature reaches upto 60deg cel, I stop my work and give some time for sp4 to cool down.

    I know this is not why we paid so much to Microsoft, but I cannot afford to buy a new laptop. I've raised my voice on Twitter, Facebook, flickergate, Youtube regarding screen flickering issue and thousands suffering did the same, when heard of free replacement program was really happy and opted for it.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2018-08-30T01:14:21+00:00

    Hi Nataliaflaherty,

        What you need to do is call the customer service, you can refer below link:

    https://support.microsoft.com/en-us/help/4230448/surface-pro-4-screen-flicker

    https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

    Customer service will ask your Surface pro 4 serial number, so ready the serial number before call the customer service.

    *Simply highlight, the replacement warranty is up to 3 years only (from the day you purchase the surface pro 4), please report your case as early as possible

    Was this answer helpful?

    0 comments
  4. Anonymous
    2018-08-29T22:04:43+00:00

    I wonder if anyone successfully exchanged the problematic surface for the new one

    Was this answer helpful?

    0 comments