s9 screen goes black with only a few green lines on top - getting different answers

[LEH07726]

my husband and i both own galaxy s9.

mine is working fine - we both did the last update in August 2021 -  g960usqs9fug2

3 verizon stores in NJ are telling us different things --  one says  oh yea that's been happening but nothing you can do it goes away.  another store told us  software issue --software not supported anymore - time to buy a new phone etc

really ?  so the phone is good for barely 3 years and nothing more ?

anyone have info about this ?   looking online we see old threads about the topic from last year on other sites -- no real solution - just a few work arounds to get it to reboot etc 

thanks for the feedback

linda 

[vzw_customer_support]

LEH07726, thank you for reaching out to us. Making sure both of your devices are working correctly after the latest Software Update is important. Allow us the opportunity to gather some details. Can you please let us know if the device has any physical or liquid damage? What are you doing on the device when the screen goes black and the green lines appear? Does waking up the device help resolve the concern?    -Sylvia

[LEH07726]

Hi Sylvia

Just using the phone when it happens...there is no damage to phone. There is a tmobile thread about this same issue with other s9 users...not sure how to attach that thread here....if you give me a specific email address i will send it to you.

Linda

[acraftylady2]

Can just copy and paste thee link in your post.  

https://community.t-mobile.com/android-9/samsung-galaxy-s9-black-screen-except-a-few-lines-on-the-to...

[vzw_customer_support]

I appreciate you sending me this link, please send me a Private Note. *Cecile

[LEH07726]

i sent a private note yesterday no reply  - just sent another private note today 

[vzw_customer_support]

I am sorry for no response coming in Private. Another one is coming in a moment.

-David

[vzw_customer_support]

Thank you so much for those details, LEH07726. I do want to make sure that we're on the same page. Is only one of the devices having the issue since the update took place? After the software update have you been able to check to make sure that all the apps from the Google Play Store are up to date as well? -Kevin

[LEH07726]

Hi Kevin

Only 1 device has the issue and the issue only started less than 10 days ago.....the last update was in august.

[BatDroid]

My S9 started to do this several months ago. Initially it happened occasionally and after the phone had been on for a while. Now it happens immediately as I turn it on. As mentioned in the other thread somebody else linked, the only workaround I found was to enable the always on display. To me it seems an hardware issue with the display circuitry. With the always on display enabled it is like the display is always "primed" as it is really never turned off, so that it works normally when needed.

It works well this way most of the time. It is only really annoying when I am on a call using the regular phone line. In that case the always on display is not active (for whatever mysterious reason), so if for example I want to turn on the screen while talking, it is nearly impossible to do it. A trick that seems to be working is to cover with my finger all of the sensors at the top, where the speaker is. Doing that the screen turns on, although with that weird greenish tint, but at least it is usable.

[LEH07726]

Husband gave up and got a new phone.  My S9 still working fine with no issues.

[vzw_customer_support]

BatDroid, thank you so much for your response and experience with this matter. The workaround should make things easier, not cause more issues. Help is here. We must always ask to ensure we rule this out. Has there been any physical or liquid damage to the device? 

-Natasha