Original topic:

Thin white line on screen

(Topic created: 05-28-2021 09:42 AM)
Blank2309
Asteroid
Options
Galaxy S21

Is anyone else experiencing a horizontal white line above the finger print sensor? My phone has zero physical damage and has never been in or near water. It comes and goes randomly no matter what settings you try to adjust. There is a black mark the size of a pen tip on the edge of  the screen and the white line emits from it.  Its also causing problems while charging. The screen goes to a dull black almost a dark gray. This line cannot be captured with a screen shot. I found a similar post in below.

 

https://eu.community.samsung.com/t5/galaxy-s21-series/screen-issue-on-s21-ultra/td-p/2856029

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SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy S21

Do you experience these symptoms if you test your device in safe mode? If your phone is misbehaving, it's possible that a third-party app is causing the issue. To figure out what app is acting funny, you can use the Safe Mode feature. In Safe Mode, your phone won't run any third-party apps. This allows you to easily identity and remove the app that may be causing the problem. Give this link a try: https://www.samsung.com/us/support/answer/ANS00062983/

 

Is the software up to date on your device?

 

How long have you been experiencing these symptoms?

 

Is there a way to get a picture from another device, so we can assist you further?

 

Another recommendation would be to contact our customer service team directly at 1-800-726-7864, as they are able to remote into your device and see the symptoms you are experiencing.


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Blank2309
Asteroid
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Galaxy S21

Hello,

My software is up to date. I double checked today, UI version 3.1

I've had this problem for about a week.

I put the device into Safe Mode and deleted all of my most recent apps. No changesamsung1.jpgsamsung4.jpgsamsung5.jpgsamsung7.jpg

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SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy S21

Thank you for reaching out. From the pictures provided, I would recommend a service repair. Please feel free to reach out to us directly via one of the following options and include a link to this thread.

 

1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/
4. UbreakIfix which is a Samsung Authorized walk-in service center: https://www.samsung.com/us/support/ubreakifix
5. Private message: https://bit.ly/3fbRevo


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Blank2309
Asteroid
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Galaxy S21
Thank you I called the number you provided and I have a ticket for my issue I just have to make an appointment with UbreakIfix. Hopefully it all works out.
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SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy S21

Perfect, I am glad they were able to assist you as well. Please don't hesitate to reach back out in the future if you need any further assistance.


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Blank2309
Asteroid
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Galaxy S21
*Update

UbreakIfix will have to replace the screen. The total charge is $318. Also I was told Samsung would forward the information about the problem with my phone and that did not happen. This will cause a delay getting service. This is disappointing that I have to pay this. Samsung is currently running a promotion/discount on screen replacements shouldn't this be covered? I qualify for that promotion.
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SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy S21

Thank you for reaching out. I can certainly understand your frustration and I would be happy to look into this further for you. Can you please provide me with the ticket number from UbreakIfix in a private message: https://bit.ly/3fbRevo


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Blank2309
Asteroid
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Galaxy S21

I just sent a direct message with the ticket number.

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SamsungRei
Samsung Moderator
Samsung Moderator
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Galaxy S21

Thank you! I will follow up with you there.



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