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
    2017-05-17T00:26:46+00:00

    • Just to verify, can everyone confirm if all have installed the Creators Update?

    Yes, in fact my fickering,double ima happen few days after update to Creators Update

    • When you turn on the Surface, did you notice if the Surface logo flickers/shakes as well?

    No for my case

    • Does it occurs immediately after you logged in to Windows, or when working on a certain task? If so, how long does flickering/shaking last?

    It happen after 2 to 3 hours usage, my main usage is browsing with Edge and Chromium base browser Ghost and Excel.

    I either shut down the SP4 to let it cool down or let the SP4 sleep (Start -->Power --> Sleep) for 30 minutes or more, using a fan to blow at the back of the SP4 doesn't help much either.

    • Does your device connect to your external monitor/s via Surface docking station when this occurs?

    No, I don't have external monitor

    • Are you using a splitter/adapter to connect directly to an external monitor without the docking station?

    No, I don't have external monitor

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-05-16T17:15:39+00:00

    Hi Joseph,

    Very glad to see that we are finally receiving some attention. To answer your questions:

    Just to verify, can everyone confirm if all have installed the Creators Update?

    Yes, all updates have been installed, including the Creator's Update. Has not helped.

    When you turn on the Surface, did you notice if the Surface logo flickers/shakes as well?

    In my case, yes. Shaking is present on the black Surface splash screen from cold boot.

    Does it occurs immediately after you logged in to Windows, or when working on a certain task? If so, how long does flickering/shaking last?

    This is my 2nd SP4 with the issue. In this case, the shaking starts from cold boot but after ~30+ mins to goes away. After 5-6hrs of use it comes back more vigorously, after which the device has to be shut off for a few hours before it goes away. In the case of my 1st SP4 the shaking started after ~5hrs of use and progressively got worse the longer it was used. 

    The general trend is that it seems to come about faster and more intensely when using more processor intensive programs. No single tasks causes an onset. Once it starts it won't stop until the device is shut down and allowed to rest.

    Does your device connect to your external monitor/s via Surface docking station when this occurs?

    I do not own a Surface dock so I cannot speak to that. It connects fine to an external monitor via Mini DisplayPort without issue. When connected, the shaking would be present on the Surface's display only and not the monitor.

    Are you using a splitter/adapter to connect directly to an external monitor without the docking station?

    An HDMI to Mini DisplayPort adapter is used for a direct connection to my external monitor. No docking station is used.

    We are all looking forward to further support on this issue.

    Regards.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-05-16T17:07:40+00:00

    HI Joseph, please see below:

    • Just to verify, can everyone confirm if all have installed the Creators Update?

    Yes, it is installed. Latest Windows Updates as well.

    • When you turn on the Surface, did you notice if the Surface logo flickers/shakes as well?

    Yes, but only if the device has already started exhibiting the issue. It typically does not happen from a cold boot

    • Does it occurs immediately after you logged in to Windows, or when working on a certain task? If so, how long does flickering/shaking last?

    If I connect to a second display it can take < 30 mins. It will continue for the rest of my working day. If I moving content it will stop shaking the screen, but a couple of times the shaking has been so severe that this does not help.

    • Does your device connect to your external monitor/s via Surface docking station when this occurs?

    Yes via external docking state, though it does also happen with the built in mini-display adapter and when not connected to a second monitor.

    • Are you using a splitter/adapter to connect directly to an external monitor without the docking station?

    I have before as with the bullet point.

    Hope this helps, if you want direct contact with me let me know so it can be arranged.

    Luke

    Was this answer helpful?

    0 comments
  4. Anonymous
    2017-05-16T17:03:21+00:00

    Yes regarding the Update

    I have never had the Surface startup logo flicker (the only time it has not frozen/flickered)

    It can occur anytime and is totally random.

    The screen freezes (I attached a photo a week or so ago) and the system is inoperable...I hold down the power button for about 30 seconds to shut the system off.  Wait about 30 minutes. Then it is a roll of the dice whether (or when) the problem will reappear.

    I have a Surface keypad but the issue occurs whether or not it is connected. No splitter/adapters

    Was this answer helpful?

    0 comments