Surface screeen doube image (double vision) when watching videos..

Question

After my suface laptop 3 keep working for a long time (like over half day), then when i play videos, especially on webs when i double click the video to enter or exit full screen, some time problems will happen like

1. double images(double vision) in video, only for some colors like green, blue, etc. This issue in web as well as windows media palyer when i opened a local video. I published a youtube video here for this problem https://youtu.be/L0YFzFf2-QQ
2. Video in chrome web not in the right position. This issue like only happen in web (chrome and edge)

Those problems only in videos, when i open PPT or other software i found all colors in their right positions.

After restart the pc, problems will disappear. But this problems continue happening is very annoying.

Is there someone could help? Thanks a lot. Is it like the hardware issue or software issue. If come from hardware i may go to a onsite check.

Answer 1

Hi pots123,

Thank you for reaching Microsoft Community. We appreciate for sharing your concern to us. Let me ask few questions to know more the details of the issue.

May we know what build version of Windows are you on?

When did you started to notice the issue?

Any changes made in the system settings prior to this issue to occur?

Does this occur whether the laptop is running on batteries or a power source?

You may try the following troubleshooting steps and see if issue persist.

Force the device to shut down and restart to clear hardware cache.

Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Surface Diagnostic Toolkit and check Windows updates including optional updates if available.

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

To manually check for updates: Go to Settings >> Update and Security >> Windows updates >> Check for updates.

Update your Display driver.

Open device manager >> expand display adapters >> right click on the display driver and select update >> search automatically for drivers and follow the on-screen instructions.

If that didn't change anything, then uninstall and re-install the display driver.

Open device manager >> expand display adapters >> right click on the display driver and select uninstall >> if prompt to permanently delete the driver leave the box uncheck and select uninstall >> then restart your Surface.

Update drivers and firmware

Check what is the current OS Build of your Windows version. On the search box type Winver and hit the enter key.

Go to Download driver and firmware for Surface, choose Surface Laptop. Then click the link next to Surface Laptop 3 then click Download on the next page. Choose the .msi file that matches your current OS Build and click Next. After downloading, run and install the .msi then Restart. 

Clear cache on both Microsoft Edge and Google chrome browser. And check if that makes any changes.

Let us know if issue persist so we can provide further troubleshooting steps.

Kind regards,

Lavenia

Answer 2

Hi pots123,

Thank you for reaching Microsoft Community. We appreciate for sharing your concern to us. Let me ask few questions to know more the details of the issue.

May we know what build version of Windows are you on?

When did you started to notice the issue?

Any changes made in the system settings prior to this issue to occur?

Does this occur whether the laptop is running on batteries or a power source?

You may try the following troubleshooting steps and see if issue persist.

Force the device to shut down and restart to clear hardware cache.

Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Surface Diagnostic Toolkit and check Windows updates including optional updates if available.

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

To manually check for updates: Go to Settings >> Update and Security >> Windows updates >> Check for updates.

Update your Display driver.

Open device manager >> expand display adapters >> right click on the display driver and select update >> search automatically for drivers and follow the on-screen instructions.

If that didn't change anything, then uninstall and re-install the display driver.

Open device manager >> expand display adapters >> right click on the display driver and select uninstall >> if prompt to permanently delete the driver leave the box uncheck and select uninstall >> then restart your Surface.

Update drivers and firmware

Check what is the current OS Build of your Windows version. On the search box type Winver and hit the enter key.

 

Go to Download driver and firmware for Surface, choose Surface Laptop. Then click the link next to Surface Laptop 3 then click Download on the next page. Choose the .msi file that matches your current OS Build and click Next. After downloading, run and install the .msi then Restart. 

Clear cache on both Microsoft Edge and Google chrome browser. And check if that makes any changes.

Let us know if issue persist so we can provide further troubleshooting steps.

Kind regards,

Lavenia

Hi Lavenia, Thank you very much for your reply.

Regarding your questions>

>.My OS Version 21H2 (OS build 19044.2604)

> i have this issue for closing to half a year. Happened over 10 times. Not very often cause it may only happen when i didn't close Laptop for a long time.

>Prior to that i may only reinstall the windows 10 OS, download on Microsoft website. No major change made in setting.

>this issue occured while contacting the cable. I do not know what will happen in battery mode cause i always keep cable connected.

I think this issue everytime involve the double click operation for enter or exit full screen.

For your suggestions:

>i have tried mannually reinstall the display driver (without uninstall old one) downloaded from Intel website for 10th core i7 but isuue still happen

>followed you advice, I have run the surface diagnostic toolkit and no issue found there. And there is no update found expect Windows 11.

> I do not think there is much cache in Edge browser cause i never use it. After this isuue happend in chrome i just switched to edge and found the same issue. But i will try to clear them all.

For your other advice i will follow them and back to you.

Based on that do you think it is more likely a software issue?

Thanks again for your very kindly and detailed help!

Answer 3

An update is much more appreciated.

- For your other advice i will follow them and back to you.

Based on that do you think it is more likely a software issue?

If none of the solutions work, we advise resetting your Surface to determine whether the issue is with the hardware or software. See Restore or reset Surface for Windows - Microsoft Support

Answer 4

An update is much more appreciated.

- For your other advice i will follow them and back to you.

Based on that do you think it is more likely a software issue?

If none of the solutions work, we advise resetting your Surface to determine whether the issue is with the hardware or software. See Restore or reset Surface for Windows - Microsoft Support

Hello Lavenia, I have conducted all measures you suggested. And by far my pc works well! But 3 days is a little bit short for checking, If same issue happen again. i will post here again.

Thank you very much for your help!

Answer 5

I am glad that your device works now. Thank you for giving us the opportunity to work with you regarding this concern. Should you need further help, feel free to reach us back in creating a new thread by clicking this link: Create a new question or start a discussion.