14 DAY TRIAL // Microsoft has started replacing broken Surface Pro 4 units with upgraded models, according to user posts on the company’s Community forums, after the software giant allegedly reached the conclusion that a July 2018 update causes major screen issues.
While this isn’t an official solution that Microsoft announced publicly, a number of customers who reached out to support services claim they are being offered new Surface Pro models, as the firm can’t find a way to resolve the issues caused by the update.
In most of the cases, the symptoms of the bug come down to issues with the touchscreen, with some saying they get no response to touch or pen input. Furthermore, some say the Surface Pro 4 feels incredibly slow and in some cases, it takes a lot of time to restart.
Replacing faulty units
One of the users who posted in this discussion explains that Microsoft engineers managed to determine the cause of the issue:
“After dealing directly with the GM of Customer Experience and Engineering for the Surface Team and the Corporate VP of Xbox and Surface Development at Microsoft back in September and the beginning of October, they came to the conclusion that the issue was the Surface ME firmware being updated from a old version to a really new version was the issue. It appeared the old version had a different size then what the new version did. So when applying the new version it erased the old firmware, went to write the new firmware and then failed because the file was "too large" or so it thought and thus left it in a failed/upgrade loop state.”
A number of lucky Microsoft customers who contacted the company to report the problem, including the one who shared the information above, say they are being offered new Surface Pro devices at no extra cost.
For the time being, there’s no workaround that would technically help deal with the bug, so your first option should be reaching out to Microsoft support to ask for further assistance.
Via WU