Faulty screen S25 Ultra (green static lines)

[FvB81]

Hi there,

I'm having issues with my S25 Ultra, as in that after a certain amount of on time and unlocking the phone, I'm greeted by small green static lines moving over the screen for a brief moment (see attached video). This doesn't really instil a lot of confidence in a phone I haven't even used outdoors yet and only having for just over 2 weeks. 

Is anybody else experiencing this? What could it be? And should I be worried about the longevity of the phone. Any help is appreciated!

[moe192]

Show pics or vid of it

[johnz237]

Hi! Welcome to the Samsung members community!

This is very unusual and too early to be having these issues. I would suggest trying a soft reboot by pressing and holding the Power and Volume down buttons simultaneously for more than seven seconds.
Go to samsung members- diagnostics and run a test
If you go into the phone dialer app Dial *#0*#

Youll then get get 3 colour test cards at the top. If the line disappears in these tests Then you will have an app or theme that's causing the screen issue

If this doesnt work

settings- security and privacy - autoblocker disable it, try the code and see if it works

However, I think it's best to get Samsung support to deal with this. Personally, I've yet to see this issue come up on the forums.

*note, video will take some time to be approved by the admins

[BandOfBrothers]

Hello 👋 @FvB81 

Welcome to the Samsung Community Forum section for UK and Ireland users. 

If your phone is within any relevant cooling off period then arrange for the phone to be returned and then arrange a new one. 

The Samsung Community Forum Team will moderate your video ASAP so that it can be played. 

If i can be of any further help please don't hesitate to ask  😎 

[FvB81]

Video is rendering, included it in the post. Attached a still of the issue 

[moe192]

Return it and ask for exchange. The display is defective

[johnz237]

Hi! Yes thats gpu artifacting. Get that replaces asap. Dont risk losing return window

[FvB81]

I'm unfortunately 4 days out of my return window 😞 Thanks to all your input I am however in contact with Samsung Support and told them I rather won't accept a repair - for the price of the phone I think I'm right to expect top notch performance for at least a decent amount of time, not a couple of days.

[Reylob]

It could be a software issues instead of a hardware issue.

[Reylob]

Hi @FvB81 

I would follow @johnz237 's advice and see if the Diagnostics shows the issue. I do not think this is a hardware issue. If the GPU or display were faulty, the problem would be present in more situations, not only when unlocking the phone.

Have you installed some App, Theme that could be causing it?

Did you use SmartSwitch (SS) to set the phone? SS is known to have caused some settings configuration issues.

In addition to the Diagnostics, I would go through the usual motions of clearing cache partition, boot in safe mode to see if the problem persist, and a last resort would be to factory reset the phone and see if it comes back.

Clearing the cache usually can get rid some some issues.

https://www.samsung.com/uk/support/mobile-devices/how-do-i-clear-the-cache-on-my-device/

When booting in safe mode the phone loads basic drivers and apps, this could give an indication if some app or theme might be causing the issue.

https://www.samsung.com/uk/support/mobile-devices/how-to-start-my-galaxy-device-in-safe-mode/

The last resort would be resetting the phone to factory defaults and set the phone as new, do not restore it using SS. This is just to rule out that some old settings are restored and causing the issue. This is the nuclear option, I would try to avoid it as much as I can.

The return window is 14 days, but the Consumer Rights Act in the UK will give you up to 30 days for returning a product which is faulty, not as described, or not fit for purpose.