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. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2018-10-08T15:59:40+00:00

    I don't work for Microsoft, just relaying what they have posted. Surface does

    not have an International warranty.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2018-10-08T10:55:35+00:00

    That would literally cost me about R5000 minimum return. thats freaken ridiculous. for something that isnt my fault??? and has been a defect from the beginning? this was a brand new item purchased. it was not meant to have issues!

    Was this answer helpful?

    0 comments
  3. Barb Bowman 80,810 Reputation points MVP Volunteer Moderator
    2018-10-08T10:27:30+00:00

    Your problem is that you are in a non supported country

    >I am from South Africa

    This is Microsoft's response if you live in an unsupported country:

    "We appreciate your response. As an alternative option, if you have a friend

    and/or relative who are residing/lives in an official launch/released country,

    he or she will be able to set up the service (repair/replacement) request on

    your behalf. Then he/she can visit this link on how to get it serviced.

    Please be advised that in this scenario, sending the device to and from the

    non-launch country to friends or family in a launch country and then to the

    exchange center and back is a customer's responsibility. Microsoft will only pay

    for shipping to and from the exchange center and an address in an official

    launch country. The option to ship directly to an exchange center from a

    non-launch country is currently unavailable."

    https://answers.microsoft.com/message/3e8b7496-8a72-4d9a-9917-df8a3cef2dfe?threadId=5cdbee24-89ec-4ee4-9ba3-9de18caf46f1

    Was this answer helpful?

    0 comments
  4. Anonymous
    2018-10-08T09:54:46+00:00

    https://support.microsoft.com/en-us/contact/chat/29/?visitId=a6a4a7b2-5eec-4db6-8f32-fcf941e41df3&rejoin=true&engagementId=0cc01fa2-921f-4c1c-a322-b0714a3c67ee&flowId=smc-contactus&partnerId=smc&referrer=thewindowscentral.com

    sorry my bad, wasn't pasting the link properly. Try the above one or follow this to chat live with the Microsoft agent. Instead of calling, contact the support team through chat but this is a bit tricky

    https://www.thewindowsclub.com/microsoft-virtual-support-agent

    chat is the best option to contact them and I've replaced my surface using this option.

    Microsoft surface pro 4 replacement program specifies refurbished unit,

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

    Was this answer helpful?

    0 comments