Surface Pro 4 screen flickers or is scrambled

Applies to: Surface Pro 4

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 what we refer to as a "scramble," though potentiaslly more broadly described as a "flicker." Note that this issue cannot be addressed with a firmware or driver update. To support customers affected by this specific symptom, we will replace eligible Surface Pro 4 devices for up to three years from the date of purchase, free of charge. 

Replacement Process

First, ensure that you have taken all the latest Surface and Windows Updates. Surface and Windows updates are designed to keep your device running in an optimal state. If the scrambling persists on the screen with all current updates installed, please contact Microsoft support. Once an agent has confirmed that your device is eligible for replacement, you will need to prepare your Surface for service. We will ship you a replacement device as soon as you return your existing device. Typically, it will take 5-8 business days for you to receive an exchange device from the date that you ship your current device back to us.

How can I tell if my Surface is eligible for replacement?

Check your warranty status online by visiting, signing in with your Microsoft account, and selecting your device. If you haven’t yet registered your device, click Register new device. The coverage period for this specific symptom is an additional two years from your manufacturer warranty end date.

Device service and repair

If your device is outside this coverage period we may still have options available to you on replacing your device, please contact Microsoft support for these available options.

Additional Information

  • Only Surface Pro 4 devices, of any configuration, are covered under this program.
  • This offer is extended to both consumers and commercial customers.
  • This program does not apply to Devices damage caused by:
    • use with products not sold or licensed by Microsoft
    • any external cause (for example, by being dropped, exposed to liquid, or used with inadequate ventilation)
    • a repair done by anyone other than Microsoft or an authorized retailer or reseller.
  • The extension of a free replacement is applicable only for the Surface Pro 4 devices  which are experiencing a scrambled screen as appropriately qualified by the agents. If the device is not qualified for replacement and /or for other repair needs, customers will continue to receive service under their existing Limited Warranty support or Microsoft Complete.
  • Microsoft provides replacement devices which are refurbished to the defined quality standards.
  • Customers who have already paid an out-of-warranty fee to repair a flickering or scrambled screen issue will be offered a refund and should contact Customer Support for validation.