Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

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Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 edge phone?  Do I have to replace the phone?  Will the problem get worse?

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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Member

At the suggestion of the place where I bought the phone (TCC) I called your

tech support. I spent about 2 hrs working with tech support (nice person) &

we determined that the flaw is in the hardware. A replacement phone is to

be delivered by FedEx today. In response to your questions: No damage to

the phone (no water; no breakage; no moisture). I first noticed the bars

after my first system update (took about 20 min) but it might actually

occurred earlier (several hours — not days). I was in a physician’s waiting

room when I noticed the bars — not a challenging place for a cell phone.

I’ll go back to TCC so they can help with the transfer of info onto the new

phone. The phone is satisfying (takes good photos) but it has cost me more

than 4 hrs of time so far, so probably a total of about 6 hrs before

everything is back to where we started. I notice on line that others have

had the same (gray horizontal bars) hardware problem, so I wish I had

checked more carefully before I bought this particular phone.

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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Customer Support

GAIHEA84 - Congratulations on your new device. I also have the S7 edge and I love it. Your device should not have these bars on the screen and we will make sure we make them disappear. Does your device have any moisture, water or physical damage? What software does your device have? Settings>System updates>Check for new system update. What were you doing on the device before the lines appeared?

JacobV_VZW
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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Member

At the suggestion of the place where I bought the phone (TCC) I called your

tech support. I spent about 2 hrs working with tech support (nice person) &

we determined that the flaw is in the hardware. A replacement phone is to

be delivered by FedEx today. In response to your questions: No damage to

the phone (no water; no breakage; no moisture). I first noticed the bars

after my first system update (took about 20 min) but it might actually

occurred earlier (several hours — not days). I was in a physician’s waiting

room when I noticed the bars — not a challenging place for a cell phone.

I’ll go back to TCC so they can help with the transfer of info onto the new

phone. The phone is satisfying (takes good photos) but it has cost me more

than 4 hrs of time so far, so probably a total of about 6 hrs before

everything is back to where we started. I notice on line that others have

had the same (gray horizontal bars) hardware problem, so I wish I had

checked more carefully before I bought this particular phone.

View solution in original post

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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Customer Support

GAIHEA84, I wouldn't want to deal with seeing any lines or blemishes on my phone either. We definitely want to make sure you get a phone that works properly, so let us know if you have any issues with the replacement. You can transfer your content from the old phone to the new one by using Samsung Smart Switch if you still have the small adapter that came with your first S7. You can also use the Verizon Cloud >> http://vz.to/2g7p3CI



MarcusS_VZW
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If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Member

Dear MarcusS,

Replacement phone arrived very quickly & I took everything down to the TCC

store where I bought the original. They transferred the content & made

certain that all was good again. Thanks to everyone (Verizon, TCC, you and

the Verizon tech support person who did the 2 hr troubleshooting session)

for the effort here; Samsung needs to improve quality control but if this

replacement phone functions OK then everything is forgiven!

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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Sr. Member

If you do a search on this subject you are not the only one having this problem.I went to the Samsung forum and it said on there that it was a hardware issue.I just hope that this does not happen to all the s7 edge as I was one of the ones that had the note 7.I really can't see going thru this Again.

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Re: Why are there suddenly horizontal gray bars on my 3-week old Samsung Galaxy S7 screen?

Customer Support

GAIHEA84, thanks for keeping us posted. We're relieved to hear that the transition into your new device went smoothly. However, your feedback regarding your experience will be uplifted to our leadership team. It's appreciated as it allow us to hear your voice and recommendations on how we can be better for you in the future.


Should you need additional assistance, please don't hesitate to reach back out to us here in this community forum or at online at Twitter.



LasinaH_VZW
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If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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