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Surface Pro 4 and external HP Z32 4K UHD monitor

Our HP Z32 4K UHD monitor turns off and on (blinks) when connected to a Surface Dock connected to Microsoft Surface Pro 4 running 64 bits Windows 10. After innumerable hours with Microsoft support, which suggested re-imaging my device (not doing), and HP support, which said that it must be Surface problem since the Lenovo Yoga 1st generation machine works fine, I am posting here.

I have read innumerable posting and articles about using a 4K external monitor, sometimes with Surface Pro 4, but often with other machines. In the very early support postings for the Surface Pro 4, there is a mention to a list of compatible monitors. That list doesn't exist anymore. (Plus, after spending ~$3,500, wouldn't you expect all 4K monitors to be compatible?) Some of these articles point to the connecting cable. (Really,does anyone really sell a DP cable nowadays that is not DP 1.2). A first level support agent told me to get a cable with gold plated plugs. Really?

I now have spent over $100 on various cables and adapters, connected directly to the Surface Pro 4 and to the Surface Dock. I have connected the Surface to a Samsung monitor without a problem. I have updated the Dock and cleared its cache. I have reset the monitor innumerable times. I have tried connecting at 29 Hz with no success (when allowed to choose that refresh rate).

Since Microsoft assiduously controls driver updates, I cannot use Intel's newest driver version.

I went to a store to try my device with a 4K monitor by a different manufacturer. It worked fine. Could it just be that HP has to work more with Intel and Microsoft to make this rather expensive monitor to work properly with all standard Windows 10 devices? There was nothing particularly unusual about my device's configuration.

I figure that this is a power glitch of some sort. My power setting on the glider control is maximized. (There's no longer any option to set up profile options in Windows 10 on this device.) The device now displays only one monitor, the Z32, when the lid is closed. I keep it closed since I don't need the built in display. It used to display two. That seemed to help a bit.

Yesterday, I added a number of applications to the graphic settings for the Z32 in the advanced display setting. I have set all of these applications to GPU high performance. This appears to meliorated this somewhat. The blinking is less often, but it still occurs. For instance, if I print a screen on Firefox, the screen blanks out momentarily when I hit the print button. But I no longer have the external monitor blinks multiple times in the course of a minute as I routinely did previously.

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5 Replies
AndrewG_Intel
Moderator
233 Views

Hello Perseverant_End_User


Thank you for posting on the Intel® communities.


Based on the descriptions you provided including that the Surface Pro works fine with displays from other manufacturers, this seems to be a compatibility issue with the monitor and the parameters or settings of the laptop (e.g. related to the drivers' customization by the manufacturer and/or power management).


In this case, we would like to recommend testing the processor with the Intel® Processor Diagnostic Tool. Please share the .txt file with the outcome of the test.

The purpose of the Intel® Processor Diagnostic Tool is to verify the functionality of an Intel® microprocessor. Make sure you download the version for Windows 64 bits:

https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool


If the test is passed and considering the behavior goes away when using other displays, we recommend checking this further with Microsoft® support to see if they have tested with this specific monitor (e.g. about compatibility limitations), and for further support with power management (which depends upon Operating System control). Also to check if they have an updated customized driver for your system to be installed.


It is worth mentioning that the compatibility is defined by the manufacturer of the device (e.g. the laptop manufacturer) since it is the one that integrates the different components and determines the electronic design of the device, hence, the best source of support to check compatibility issues is the manufacturer.


Best regards,


Andrew G.

Intel Customer Support Technician


223 Views

Thank you for your response. Please note that I have tried this with only other monitor for a much limited period of time in a store setting with a lower refresh rate of 29 Hz versus that 59 (or 60) that my monitor is running at. (I mention 59 or 60 because the refresh rate displays differently in different views in Display Settings.)

Compatible monitors for the Surface were limited a number of years ago, but the link provided within Microsoft's support database now points to a nonexistent page.

Here are the results of the Intel Processor Diagnostic Tool. The processor appears to be running properly, so I will again go back to Microsoft.

--- IPDT64 - Revision: 4.1.4.36
--- IPDT64 - Start Time: 20/08/31 23:25:23

CPU1
Genuine Intel CPU Test
Module Version: 1.0.16.64b.W
Start Time: Mon Aug 31 23:25:24 2020
Test Result - PASS
Expected: GenuineIntel
Detected: GenuineIntel
End Time: Mon Aug 31 23:25:24 2020
Total Time: seconds: 0
--------------------------------------------------------------------
CPU1
CPU Brand String Test
Module Version: 1.0.20.64b.W
Start Time: Mon Aug 31 23:25:25 2020
Test Result - PASS
Expected: Intel(R) Core(TM) CPU @
Detected: Intel(R) Core(TM) i7-7660U CPU @ 2.50GHz
Intel(R) Core(TM) processor detected..!!..
End Time: Mon Aug 31 23:25:25 2020
Total Time: seconds: 0
--------------------------------------------------------------------
CPU1
Cache Test
Module Version: 1.0.16.64b.W
Start Time: Mon Aug 31 23:25:25 2020
Test Result - PASS

--- Reading Cache Size ---

- Detected L1 Data Cache Size --> 32
- Detected L1 Inst Cache Size --> 32

- Detected L2 Cache Size --> 256
- Detected L3 Cache Size --> 4096

Cache Size Test Passed!!!

End Time: Mon Aug 31 23:25:25 2020
Total Time: seconds: 0
--------------------------------------------------------------------
CPU1
MMXSSE Test
Module Version: 1.0.22.64b.W
Start Time: Mon Aug 31 23:25:26 2020
Test Result - PASS

DetectUtils64 DLL Version - 1.1.2

--- Determining MMX - SSE capabilities ---
..MMX is supported on this CPU..
..SSE is supported on this CPU..
..SSE2 is supported on this CPU..
..SSE3 is supported on this CPU..
..SSSE3 is supported on this CPU..
..SSE4.1 is supported on this CPU..
..SSE4.2 is supported on this CPU..

MMX Test Result --- PASS
SSE Test Result --- PASS
SSE2 Test Result --- PASS
SSE3 Test Result --- PASS
SSSE3 Test Result --- PASS
SSE4.1 Test Result --- PASS
SSE4.2 Test Result --- PASS

End Time: Mon Aug 31 23:25:26 2020
Total Time: seconds: 0
--------------------------------------------------------------------
CPU1
IMC Test
Module Version: 1.0.17.64b.W
Start Time: Mon Aug 31 23:25:26 2020
Test Result - PASS
--- Reading Memory Size ---
Detected Memory Size is --> 16.00GB
--- Subtest - Memory Size Test Passed!!! ---
--- Integrated Memory Controller Stress Test ---
Memory to be allocated = 1048576 byte
Memory Allocated.
Test 1 Ones and Zeros Moving Inversions write operations - Passed
Test 1 Ones and Zeros Moving Inversions verification operations - Passed
Test 2 32Bits Sliding Ones write operations - Passed
Test 2 32Bits Sliding Ones verification operations - Passed
Test 3 32Bits Sliding Zero write operations - Passed
Test 3 32Bits Sliding Zero verification operations - Passed
Memory Deallocated.
--- Subtest - Memory Stress Test Passed!!! ---
Integrated Memory Controller Test Passed!!!
End Time: Mon Aug 31 23:25:27 2020
Total Time: seconds: 1
--------------------------------------------------------------------
CPU1
Parallel_PrimeNum_i7-7 Test
Module Version: 1.0.0.9
Start Time: 20/08/31 23:25:27
Test Result - PASS

Module Math_PrimeNum.exe Completed - Pass
Module VisParticle.exe Completed - Pass


Prime Number Generation Test
Module Version: 1.0.20.64b.W
Start Time: Mon Aug 31 23:25:28 2020
DetectUtils64 DLL Version - 1.1.2
AVX is supported in your OS
Max AVX supported = AVX2
Test Result - PASS
Operation Per Second: 9876.33
Error: 0
--- Prime Number Generation Test Passed!!!---
End Time: Mon Aug 31 23:25:50 2020
Total Time: seconds: 22


IPDT visParticle Graphics Test
Module Version: 1.0.11.64b.W
Start Time: Mon Aug 31 23:25:28 2020
Test Result - PASS
Successfully executed particle test for 20 seconds
End Time: Mon Aug 31 23:25:50 2020
Total Time: seconds: 22

Parallel_PrimeNum_i7-7
End Time: 20/08/31 23:25:53
--------------------------------------------------------------------
CPU1
Parallel_FP_i7-7 Test
Module Version: 1.0.0.9
Start Time: 20/08/31 23:25:54
Test Result - PASS

Module Math_FP.exe Completed - Pass
Module VisParticle.exe Completed - Pass


Floating Point Test
Module Version: 1.0.19.64b.W
Start Time: Mon Aug 31 23:25:54 2020
DetectUtils64 DLL Version - 1.1.2
AVX is supported in your OS
Max AVX supported = AVX2
FMA3 supported
Test Result - PASS
Million Floating Points per Second, MFLOPS: 0.065
Error: 0
--- Floating Point Test Passed!!!---
End Time: Mon Aug 31 23:26:14 2020
Total Time: seconds: 20


IPDT visParticle Graphics Test
Module Version: 1.0.11.64b.W
Start Time: Mon Aug 31 23:25:54 2020
Test Result - PASS
Successfully executed particle test for 20 seconds
End Time: Mon Aug 31 23:26:15 2020
Total Time: seconds: 21

Parallel_FP_i7-7
End Time: 20/08/31 23:26:17
--------------------------------------------------------------------
CPU1
Parallel_Math_i7-7 Test
Module Version: 1.0.0.9
Start Time: 20/08/31 23:26:18
Test Result - PASS

Module Math_FP.exe Completed - Pass
Module Math_PrimeNum.exe Completed - Pass
Module AVX.exe Completed - Pass
Module FMA3.exe Completed - Pass
Module VisParticle.exe Completed - Pass


Floating Point Test
Module Version: 1.0.19.64b.W
Start Time: Mon Aug 31 23:26:18 2020
DetectUtils64 DLL Version - 1.1.2
AVX is supported in your OS
Max AVX supported = AVX2
FMA3 supported
Test Result - PASS
Million Floating Points per Second, MFLOPS: 0.26
Error: 0
--- Floating Point Test Passed!!!---
End Time: Mon Aug 31 23:27:48 2020
Total Time: seconds: 90


Prime Number Generation Test
Module Version: 1.0.20.64b.W
Start Time: Mon Aug 31 23:26:18 2020
DetectUtils64 DLL Version - 1.1.2
AVX is supported in your OS
Max AVX supported = AVX2
Test Result - PASS
Operation Per Second: 10085
Error: 0
--- Prime Number Generation Test Passed!!!---
End Time: Mon Aug 31 23:27:48 2020
Total Time: seconds: 90


AVX Test
Module Version: 2.0.22.64b.W
Start Time: Mon Aug 31 23:26:20 2020
Test Result - PASS

DetectUtils64 DLL Version - 1.1.2

--- CPU Features Detection ---
..AVX is supported by this CPU..
..AVX2 is supported by this CPU..
..AVX512BW is NOT supported by this CPU..
..AVX512CD is NOT supported by this CPU..
..AVX512DQ is NOT supported by this CPU..
..AVX512ER is NOT supported by this CPU..
..AVX512F is NOT supported by this CPU..
..AVX512IFMA52 is NOT supported by this CPU..
..AVX512PF is NOT supported by this CPU..
..AVX512VBMI is NOT supported by this CPU..
..AVX512VL is NOT supported by this CPU..
..AES is supported by this CPU..
..PCLMULQDQ is supported by this CPU..

..AVX is supported by this Operating System..

Most Advanced AVX Feature Detected.. AVX2
AVX2 Test Result --- PASS
AES Test Result --- PASS
PCLMULQDQ Test Result --- PASS

End Time: Mon Aug 31 23:27:52 2020
Total Time: seconds: 92


FMA3 Test
Module Version: 1.0.19.1.64b.W
Start Time: Mon Aug 31 23:26:25 2020
Test Result - PASS

DetectUtils64 DLL Version - 1.1.2

--- CPU Features Detection ---
..FMA3 is supported by this CPU..
..FMA3 is supported by this Operating System..

FMA3 Test Result --- PASS

End Time: Mon Aug 31 23:27:56 2020
Total Time: seconds: 91


IPDT visParticle Graphics Test
Module Version: 1.0.11.64b.W
Start Time: Mon Aug 31 23:26:28 2020
Test Result - PASS
Successfully executed particle test for 90 seconds
End Time: Mon Aug 31 23:28:01 2020
Total Time: seconds: 93

Parallel_Math_i7-7
End Time: 20/08/31 23:28:04
--------------------------------------------------------------------
CPU1
Parallel_GPUStressW_i7 Test
Module Version: 1.0.0.9
Start Time: 20/08/31 23:28:04
Test Result - PASS

Module AVX.exe Completed - Pass
Module FMA3.exe Completed - Pass
Module GPUStressW.exe Completed - Pass


AVX Test
Module Version: 2.0.22.64b.W
Start Time: Mon Aug 31 23:28:05 2020
Test Result - PASS

DetectUtils64 DLL Version - 1.1.2

--- CPU Features Detection ---
..AVX is supported by this CPU..
..AVX2 is supported by this CPU..
..AVX512BW is NOT supported by this CPU..
..AVX512CD is NOT supported by this CPU..
..AVX512DQ is NOT supported by this CPU..
..AVX512ER is NOT supported by this CPU..
..AVX512F is NOT supported by this CPU..
..AVX512IFMA52 is NOT supported by this CPU..
..AVX512PF is NOT supported by this CPU..
..AVX512VBMI is NOT supported by this CPU..
..AVX512VL is NOT supported by this CPU..
..AES is supported by this CPU..
..PCLMULQDQ is supported by this CPU..

..AVX is supported by this Operating System..

Most Advanced AVX Feature Detected.. AVX2
AVX2 Test Result --- PASS
AES Test Result --- PASS
PCLMULQDQ Test Result --- PASS

End Time: Mon Aug 31 23:28:36 2020
Total Time: seconds: 31


FMA3 Test
Module Version: 1.0.19.1.64b.W
Start Time: Mon Aug 31 23:28:05 2020
Test Result - PASS

DetectUtils64 DLL Version - 1.1.2

--- CPU Features Detection ---
..FMA3 is supported by this CPU..
..FMA3 is supported by this Operating System..

FMA3 Test Result --- PASS

End Time: Mon Aug 31 23:28:39 2020
Total Time: seconds: 34


GPUStressW Module Test
Module Version: 1.0.11.64b.W
Start Time: Mon Aug 31 23:28:07 2020
GPUStressW Module Test: PASS
End Time: Mon Aug 31 23:28:37 2020
Total Time: seconds: 30

Parallel_GPUStressW_i7
End Time: 20/08/31 23:28:39
--------------------------------------------------------------------
CPU1
DGEMM Stress Test
Module Version: 1.0.7.64b.W
Start Time: Mon Aug 31 23:28:40 2020
Test Result - PASS

DetectUtils64 DLL Version - 1.1.2

--- CPU Features Detection ---
..AVX is supported by this Operating System..

Most Advanced AVX Feature Detected.. AVX2
DGEMM AVX2 Test Result --- PASS

End Time: Mon Aug 31 23:29:41 2020
Total Time: seconds: 61
--------------------------------------------------------------------
CPU1
Frequency Check
Module Version: 1.0.1.64b.W
Start Time: Mon Aug 31 23:29:42 2020
Test Result - PASS
Processor Name: Intel(R) Core(TM) i7-7660U CPU @ 2.50GHz
Expected Processor Frequency: 2.50
Measured Processor Frequency: 2.494165
End Time: Mon Aug 31 23:29:43 2020
Total Time: in seconds: 1
--------------------------------------------------------------------

System Information
------------------
Processor Name: Intel(R) Core(TM) i7-7660U CPU @ 2.50GHz
Processor Information: Family 6 Model 142 Stepping 9
Number of Physical Cores: 2
Number of Logical Cores: 4
Operating System: Microsoft Windows 10 Pro 64-bit
Graphics Information: Intel(R) Iris(R) Plus Graphics 640
--------------------------------------------------------------------

--- IPDT64 - End Time: 20/08/31 23:29:43
--- IPDT64 - Result: Pass
--------------------------------------------------------------------

AndrewG_Intel
Moderator
205 Views

Hello Perseverant_End_User


Thank you for your response and for the results of the test.

As you mentioned, the processor seems to be working fine since the test is passed.


Since you are not able to test Intel® generic drivers we also agreed that the best course of action is to double-check this with Microsoft® (they also may have information about the link with the list of compatible displays that is no longer available, maybe the website was updated/modified and the link has changed).


Feel free to post here any feedback or resolution they provide to you.


Best regards,


Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
186 Views

Hello Perseverant_End_User


We are checking this thread and we have not heard back from you so if you need any additional information, please submit a new question as this thread will no longer being monitored.


It has been a pleasure to assist you.

Best regards,


Andrew G.

Intel Customer Support Technician


168 Views

I cannot be sure of what my problem is.

I have tried all of Microsoft's recommendation other than to re-image my machine, something that I am reluctant to do given the observations of other individuals who undertook this drastic course of action.

Several websites, along with a Microsoft support tech, advised that the problem is my cable. A Microsoft support agent told me to buy cables with gold terminals. Right. I have tried numerous cables and adapters. The DisplayPort and mini DisplayPort cables (and the adapter I have used) support HDCP 1.4. So, I doubt that the problem is related to cables.

Connecting directly to the PC rather than through the Surface Dock hasn't made a difference either, so I'm going to exclude the Surface Dock.

It seems to be some sort of power issue. It occurs when I am changing the screen display contents in some manner, for instance, when scrolling, switching applications, or printing. I customized my power profile to maximize performance when the machine is plugged in. In addition, I have added the desktop applications that I routinely use to the Windows 10 graphic display settings. This appears to have provided some relief.

Finally, I purchased a second 4K monitor,a LG UltraFine Display Ergo 32UN880-B. This monitor blinks off and on as well, but not to the same degree as the HP 32Z. (The HP Z32 is now used with a different machine - just to clarify that I do not have two external monitors attached to my Surface.)

Regardless of the actual cause, I can only conclude that the Intel Iris 640 as implemented within the Microsoft Surface Pro 4 is having a problem. I can't say what the problem actually is - the graphics card, the power management system, or what. Nor can I say whose problem it is - the provider of the graphics card or Microsoft, the integrator of the graphics card into a machine which it not only manufactures, but which it has optimized to work with Microsoft's own operating system, Windows 10. It seems to me that this is a problem whose resolution requires the collaboration of Microsoft and Intel.

Given this problem, were I to replace my machine (I have purchased seven machines since 2001), I very much doubt that it will be any device manufactured by Microsoft or any device using Intel unless I could independently verify its ability to support 4K graphics prior to my purchase.

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