Surface pro 4 screen

Hi, k9fivo!

Thanks for reaching Microsoft Community. We are sorry to learn you have issues with your wife's Surface Pro 4's screen. Thanks for taking the time to let us know about this. May we know if this shows only shows up when restarting the device? How about when you go Windows > Power > Shutdown then turn it on by pressing the power button, does it also happen?

We understand that the files are important for her college work. We suggest backing them up on another using OneDrive or an external storage before trying out the following steps:

Please try to force shutdown the device and restart.

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button. The screen may immediately turn off when you press the power button. If this happens, continue to hold for the full 10 seconds and then release.
2. Press and release the power button to turn your Surface back on. You should see the Surface logo.

If that doesn't work, use this two-button shutdown process to make sure your Surface turns off completely:

1. Press and hold the power button on your Surface until the screen turns off (about 30 seconds), then release it.
2. Press and hold the volume-up button and the power button at the same time until the screen turns off (about 15 seconds), then release both.
   

3. The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.

4. After you release the buttons, wait 10 seconds.
5. Press and release the power button to turn your Surface back on. You should see the Surface logo.

Check if this happens in the Surface UEFI page to determine if this is a hardware issue:

1. Select Start  > Settings  > Update & security  > Recovery.
2. Under Advanced startup, select Restart Now.
3. Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.

If it does, the device may need to be sent in for replacement. Kindly Contact Microsoft Support for replacement options. If you are outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers.

If the issue is not present, kindly try resetting the device. Check these 3 forms of Reset below:

Fresh Start:
            Fresh Start is the least intrusive form of reset.
            You will not lose any files or personal information.
            You will need to reinstall desktop programs.
            Fresh Start also ensures you have has all available updates once complete.
            If there is an issue with Windows itself, the issue may still occur after a Fresh Start.

Reset from Within Windows:
           This option uses the devices Hard Drive Partition to reimage the device.
           This option can delete personal data (You can choose Keep my files or Remove everything).
           You will need to reinstall desktop apps.
           You will need to run updates upon completion.
           If there is an issue with the partition, the issue may still occur after the reset.

USB Recovery:
          This option reimages the entire device, including the partition on the hard drive.
          It is the most complete form of reset.
          You will need to back up your personal data.
          You will need to reinstall desktop apps. You will need to run updates after completion.
          If the issue occurs after a reset, then the root cause is very likely hardware related.
          You will need to download and set up a recovery image on a USB drive. Open USB recovery link to get started. The information on what size and type of drive is provided at the destination page.

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,                                                                                                                 

Janette_Z