Random Black screen Surface Pro 2017 connected with 4k monitor  

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  1. Posts : 5
    Windows 10
       #1

    Random Black screen Surface Pro 2017 connected with 4k monitor


    Hi all,

    I am having a strange issue using my Surface Pro 2017 with LG 4K Monitor using Mini-dp to Display port cable provided by the monitor. Once every 3-4 minutes I have a black screen for 2 seconds, then the screen is back to normal.

    I tried to download the Intel GPU driver, but I cannot install, as it said Microsoft has installed a custom version of the driver.

    I am currently using

    Windows 10 Pro
    Version - 1909
    OS Build - 18363.592
    I am currently running at 3840x2160 with custom scaling (135%)

    If I try to update the Display driver, I get information that the driver is already up to date.

    My Device Specification

    Intel Core i7 7660U CPU
    16 GB RAM
    Intel Iris Plus Graphics 640
    Any leads to solve the issue would be great!
      My Computer


  2. Posts : 1,287
    Windows 10
       #2

    you can always turn off wifi/internet connection then uninstall the driver from add or remove programs then turning to device manager and uninstall the copy if remaining of the driver while ticking delete the driver software for this device . and then install the latest intel driver which should be smooth then so you can test if this resolves it .

    yet as a notice 90% of the time its the hdmi cable is wearing out where replacing with a good quality cable of higher hdmi version might resolve this . bare in mind that 4k resolution may require 2.0 version of hdmi cables and using 120 Hz refresh rate might require the cable to be branded even to ensure they stuck to the standards not just labels .
      My Computer


  3. Posts : 5
    Windows 10
    Thread Starter
       #3

    nIGHTmAYOR said:
    you can always turn off wifi/internet connection then uninstall the driver from add or remove programs then turning to device manager and uninstall the copy if remaining of the driver while ticking delete the driver software for this device . and then install the latest intel driver which should be smooth then so you can test if this resolves it .

    yet as a notice 90% of the time its the hdmi cable is wearing out where replacing with a good quality cable of higher hdmi version might resolve this . bare in mind that 4k resolution may require 2.0 version of hdmi cables and using 120 Hz refresh rate might require the cable to be branded even to ensure they stuck to the standards not just labels .
    Thank you, I just bought a new cable - Mini DP to DP from Amazon, it had 4.5 ratings. I have the same issue, specially when playing youtube videos the black screen occurs once in 30-40 seconds. Makes it unusable!
      My Computer


  4. Posts : 1,287
    Windows 10
       #4

    does the new cable reads it is certified to HDMI 2.0 ? or is it 1.4 ?
    we can just take it to the test actually , can you downgrade your resolution to 1920*1080 and see if the problem persist ?

    awaiting your feedback
      My Computer


  5. Posts : 5
    Windows 10
    Thread Starter
       #5

    Hi its not HDMI it's Mini Display port to Display port cable. It's Display port 1.2
      My Computer


  6. Posts : 1,287
    Windows 10
       #6

    Here goes few things to bare in mind , if this is some sort of converter cables where it starts by an mDP cable from surface side and ends up with hdmi from tv side then it may well be 1.4 revision and those have difficulties with 4k sometimes , you may test with 1080p resolution first to make sure its not a cable problem .

    But assuming your cable is mDP to DP on tv , then this should take care of 4K resolutions then we head to next step of trouble shooting , making sure your version of surface pro and tv are set to the correct refresh rate , scroll to the table that shoes correct resolution and refresh rate supported by your surface version and make sure it is set on both surface pro and tv : https://support.microsoft.com/en-in/...-second-screen

    Finally if that fails microsoft recommends reset and this may be a sign of corruption , source here : https://answers.microsoft.com/en-us/...f-79e9aff905c0

    Sources to recovery images of all surfaces versions is found here : https://support.microsoft.com/en-us/...erecoveryimage
      My Computer


  7. Posts : 5
    Windows 10
    Thread Starter
       #7

    The monitor end is a standard display port with D symbol
      My Computer


  8. Posts : 1,287
    Windows 10
       #8

    ok then the cable should handle 4k its an mDP to DP , now next bus stop check refresh rates if both your surface and tv has them , like you see the m3 version of the surface pro 2017 is capable of running 4k resolution at only 30 Hz so unless the tv support that refresh rate problems may occur yes .

    If there is a problem of support between tv and surface pro refresh rates then you will have to downgrade resolution on surface pro to meet a compatible resolution on both .

    if not and your surface and tv have same refresh then we are down to one solution , recover the surface pro and see , if that fail too then living with a downgraded resolution might be the only option .

    PS pre attempting t use the recovery option , you should file a ticket with microsoft and wait on them to suggest this route , so when it fails they may feel guilty and attempt to find you a compensating solution :)
      My Computer


  9. Posts : 5
    Windows 10
    Thread Starter
       #9

    Thanks my surface pro support and identifies 3840x2160 at 60 hertz but it's mentioned on both my devices that the refresh rate is set to 59. Btw my version is 2017 or surface pro 5 --> i7, 32GB RAM.

    But it's little strange I do not see this version on the Microsoft website. They jumped from 4 to 6.
      My Computer


  10. Posts : 1,287
    Windows 10
       #10

    then we are down to trying to downgrade resolution to 1080p or maybe try different tv .
    if all fail start a thread with microsoft so they walk you through reset and forward .
      My Computer


 

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