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
    2017-06-15T12:52:01+00:00

    So my phone call with Microsoft support yesterday was hilarious and frankly scary.

    They are archiving my support call I had opened by the @Surface_UK twitter account because it is "not a software issue and must require a repair" - which I have to fully pay for. This is despite Microsoft fully accepting there is an issue with the SP4 device on the phone (they have apparently read this community thread at length internally according to my support engineer). The cost? £333. 

    I asked to escalate this to the next line of management, but was told I was already at the highest level of escalation and I am not allowed to escalate this issue any higher. Microsoft will not be offering anyone compensation or a replacement device.

    This is now a joke. > 270 people have the same issue with the SP4, and that's only those who have found this thread and registered. 

    I think we have to start contacting media outlets about this - I fully accept failures happen, but with so many people affected this has to be a design flaw/batch of faulty components and some form of reimbursement must be considered.

    Microsoft can forget about me buying another Surface product again.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-06-15T12:29:20+00:00

    I've sent a message to the official surface Facebook page, that page is primarily used to promote the new Surface product but hopefully someone will at least give me some sort of a response.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-06-14T15:28:35+00:00

    Wow, I was afraid of that answer; so it seems people mitigating the issue by having activity on the screen are just on borrowed time...

    I am in as much shock as everyone that Microsoft hasn't provided a fix for, or even acknowledged the issue after a such a long time. Maybe we should all bombard @Surface and @Surface_UK on Twitter with complaints every day until they finally come back with a proper answer...

    Was this answer helpful?

    0 comments
  4. Anonymous
    2017-06-14T14:53:54+00:00

    I wish it was that easy, but it's not only about screen idling, that's one of behaviors you will eventually bump into another more annoying instance.

    When the flickering is caused when the screen is idle, it can be mitigated having anything update the screen, that's great.

    But there is another inverted instance that only happens when the display is active, it's almost the exact opposite of the idle flickering.

    When this happens, when the display is idle, everything is fine, but as soon as something changes, the screen starts flickering, and it only stops when the screen stops updating, I normally minimize everything, in about two seconds, the flickering stops.. but then as soon as I even move the mouse... the flickering starts.

    This is even worse because even watching videos makes everything flicker.

    I am really disappointed, and as others have mentioned, I am reluctant to send my device to get another one, as I am out of the US, and I am afraid I would get another device that would have the same problem, eventually.

    my sp4 is same like yours, idle = fine, once moving the mouse, immediately start flicker/jump up and down.

    Was this answer helpful?

    0 comments