13" MacBook Pro 2017 - Blinking horizontal lines at the top of the screen

GUYS I HAVE IMPORTANT NEWS: I GOT FREE REPAIR

be prepared for what i am going to say, it will be unpleasant for most of you but i hope to let you get my impression and what i feel like it worked in order to get a free repair.

I write from Italy, Milan and my problem regards a MacBook Pro 2017 13'' (2 thunderbolts, no touch bar) since september 2020, i tried a lot of calls to Apple support, at least two different practices with long trials via software updates, computer formatting and many other useless solutions: the problem was definitely hardware.

I think that someone in this discussion got the keypoint: it seems a detail but i seriously think that what makes really the difference in this terrible situation is the Keyboard Service Program (https://support.apple.com/keyboard-service-program-for-mac-notebooks), i don't know why but i had a feeling that there was a correlation between this program and the other one (yes you read it correctly: THERE IS ANOTHER PROGRAM).

Yesterday, unfortunately, or now i would say fortunately, one key fell off, i also noticed the barspace having some issues when writing (sometimes double space was written with one touch) and in my mind i remember also the bottom arrow being sticky.

Without any hope i went to Apple Support and also tried again to talk about the horizontal lines problem: they recognized in 5 minutes the keyboard problem, and BE PREPARED... they also recognized the horizontal lines, they even didn't want to see it, a picture was enough for them (and by the way is the same pic you can find above this answer and that other apple workers refused) mentioning that there is "another repair program", i literally asked for the name of it and where to find it, the worker smiled and told me that "some of these programs are silent", can you imagine guys? SOME OF THESE PROGRAMS ARE SILENT. I had spent lot of time asking about this problem and the answer was always the same: there is no repair program for this.

I don't know if those of you that received this response went phisically to genius bar, i feel like this is an internal procedure that they apply in certain situations (and here i think that they apply it mostly if you have also keyboard problem), but if no information is provided on their website (like with the first repair program) maybe online they will tell you that it doesn't exist simply because they don't know it and they read the info from the website.

At the end of the day they recognized both problems and give a free repair for a total amount of almost 1000 euros, this can't be real.

I will add an extra point: to me the worker was a lot aware of the problem of horizontal lines, in 2 seconds he said that he knew well that problem and that was related to "some connectors" that had this issue and which is causing in these models sometimes horizontal, sometimes vertical lines, to me it looks that he literally said that apple knows well this problem, this strategy seems a sneaky way to minimize free repairs. YOU MUST INSIST GUYS.

I don't know, i am seriously confused, happy for me but sad for you, i want you all to insist as i did, trying the approach i pointed in this answer. The following pics proof what i am saying.

Not sure how many of you would find this helpful but I too was facing the same issue (see: https://discussions.apple.com/thread/251356447?answerId=252737762022#252737762022) and was able to get the display replaced for free.

TL;DR: Try getting it repaired under the anti reflective coating service program if there are any patches on your screen.

Refer to

1. https://discussions.apple.com/thread/250189019
2. https://www.macrumors.com/2019/12/20/macbook-pro-anti-reflective-repair-program/

At first, AASP after looking at the laptop informed me that the issue was due to some physical damage (which we all know is not true). I had even shown him this thread that the exact same issue is being faced by a lot of people. But he said that I'd still need to pay as there was no service program in place for this. So after a bit of googling, I was able to find that there was a service program for macbooks with anti reflective coating problems. Mine was not as severe as these images but there were a bunch of small patches here and there on the screen. I asked him to repair it under this service program but he refused. I then had to talk to some senior technician and also call up apple support.

(Even the senior guys will most likely not tell you at first that there's a service program for ARC. It's better to point it out that you are aware that this program exists and that your mac is definitely eligible for it!)

Finally after arguing for an hour or so, they agreed to take a look at it again. Don't know how but this time they agreed to replace it for free. It's been around a week now and there have been no issues with the new display. Will keep you all posted in case something pops up.

Hi everyone, 

I posted a message some weeks ago with the same issue.

I had a replacement for my mac !

Read this:

My Macbook Pro 13" 2017 2 thunderbolts ports had horizontal lines at the top of the screen.

It started in April 2019. I went in an Apple Authorized Service Provider (AASP) in my town. They said they can't do anything because there was no Replacement program.

In December, I decided to do everything I could in order to get this issue fixed. I have a legal background so it helped me.

I called Apple Support on December 2nd, they said the same thing as the AASP. 

I told them that I wanted to go for a Mediation or an Arbitration. Immediately after I said this words, the support told me to build a case with:

"Your last name, first name and postal address

Primary phone number

Hardware serial number

Description of your claim

Date the problem was identified (important here regarding the 

Date of equipment purchase

Contact details of the point of sale where the purchase was made

In addition, we thank you for providing us with the following documents:

A report confirming and proving the problem you are claiming, such as:

The report from an Apple Store. Please give us the repair number provided by the Apple Store in this case. The report from an Apple Authorized Service Center. Please provide us with a copy of the report.

A copy of your proof of purchase clearly showing the hardware serial number.

We thank you for sending written claims as described above to the following address by registered letter with acknowledgment of receipt"

I went back to the AASP to establish the report (it costed 38€ because I’m out of consumer warranty, Asked for a coverage in the mail).

I then wrote a mail 

-       Name, Address, Serial Number

-       Where I bought it (on Apple Website, France) so the French law was applicable.

-       Then I described the issue with pictures added to the mail.

-       Then I declared that under French Law it was considered as a hidden defect.

-       Then I explained what was a hidden defect under French law and rights for the purchaser and duties towards the seller.

Under French Civil Code

Article 1641: that the seller is bound by the guarantee because of the hidden defects of the chosen one sold which makes it unfit for the use for which it is intended, or which reduces this use so much that the purchaser would not have acquired it, or would have given a lower price, if he had known them. 

Article 1648: the action resulting from hidden defects must be brought by the purchaser within two years and from the discovery of the defect.

I also quoted Law n°2008-561 of June 17, 2008 reforming the prescription reduced the common law duration of extinctive prescription to five years.

-       Then I applied the law to my situation.

I said that I didn’t knew that when I bought the Macbook Pro.

I discovered it in April 2020 (so prior to 2 years)

I bought it less than five years ago (bill included)

This defect makes the Macbook unfit for the use for which it is intended, or reduces this use so much that the purchaser would not have acquired it, or would have given a lower price, if he had known them.

-       I then concluded the mail saying that it was a hidden defect.

-       Under French Civil Code again, I said that under Article 1644, I had the right for a reparation, a replacement or a refund.

I also printed this topic and other topics (on iFixit) to show the horizontal lines issue.

I send it to Apple France Support, Cork, Ireland (20th December). It costed 12€ from France because they have to firm when they receive it and then you receive acknowledgment of receipt.

Apple called me mid January. The girl (that was the same all the way long) asked me to said what I was expecting from them.

I said a reparation or a replacement (like my mail asked). We fixed an appointment for the next day.

The next day she called me and announced me that Apple accepted to replace my Macbook.

As I was sure that under French Law I could ask for more, I responded that I wanted a replacement instead. Another appointment fixed the day after.

Then she called me and declared that my claim was accepted.

Then we went on Apple website and she showed me the Mac that will replace the faulty one. I choose a M1 Macbook Pro (couldn’t ask for more Ram or Storage) but I could choose Intel ones (at 2K€).

Now I’m waiting for the carrier to come to get my Macbook. After that, they will send me the new one.

To conclude, stop wasting your time on topics complaining. Mail them. Be 100% legal in the mail. Add a report from an Apple store/AASP.

Why it worked for me ? Because I was legal from the beginning to the end. They knew that if we went to Mediation or a Court of Justice then would have lost. Replacing my Mac is a gain of money for them because I saved them legal fees.

(Sorry for my English, I'm French :) )

Hey there,

I've got exactly the same specs, only Big Sur installed.

I'm having this issue now for several months. First, it was only those strange horizontal lines (btw flashing as the picture gets refreshed).

So i did all the standard stuff: NVRAM reset, SMC reset, Updates, etc.

Didn't work.

At this time, I thought, it would be a software problem.

But also in safe mode and by booting from an external SSD, the problem occurs.

Then it had the idea, that it could be a problem of the graphics card; but on an external monitor (and on screenshots), it doesn't show the lines.

Only thing i knew for sure, was, the heat had to be the cause.

Since a few weeks, it has gotten worse.

If I use my Mac for too long, this (https://vimeo.com/510585601) happens.

Seems like every third or fourth line horizontal pixel line shows a frozen/delayed image. It's just crazy...

I did some heavy research and it seems like there are a ton of people, having EXACTLY the same problem.

The result is, that it a problem of the t-*** (timing controller) board. Explained more over there: https://de.ifixit.com/Antworten/Ansehen/567125/Horizontal+line+on+bottom+of+MacBook+Pro+2017+(Due+to+overheating)

There is indeed a repair program, but it is only for 2016 models and based on another problem (backlight).

I don't understand, why there is no official statement from Apple about this problem.

I'll list some links, to show that there are many people facing this issue:

https://www.youtube.com/watch?v=yeQ-GxcL0_A

https://discussions.apple.com/thread/250361083

https://discussions.apple.com/thread/251369620

(and more)

Aaron

[Link Edited by Moderator]

I agree with you but don't end up only with calls, at the end you must go to Apple Store and show again the problem!

When i got my free repair they explicitly named a repair program for these horizontal lines which is not published on the website but there exists! I don't even know if this is legal, i guess it is not, but you must ask for this.

Edit: if you read my answer 6 messages above this you will find that at Genius Bar i have been told that "some of these repair programs are silent", that means that online you could solve nothing as long as they deny the problem on the Web

Update!

Just went to technician to clean my MBP 2017 (13’), and there are so many dusts. The technician managed to also change the thermal paste.

Does it solve the problem? Not really. I tested my laptop’s performance without external fan after that, and it worked perfectly for 6 hours until it showed faint line (again). But this time it’s much more invisible that I only could see it with a really bright background (like white color). Otherwise, it’s worth it for me. At least I could work outside for a decent amount of time.

I guess once you’ve found this annoying horizontal line, there’s no turning back. You can’t do anything unless to change the display. For what its worth, I could recommend you something:

1. For those who really feel annoyed by the horizontal line (maybe it’s too severe): it’s time to change the display. Yes I know it’s costly, but apparently the thing that’s broken is within the display. Cons: high cost & it’s actually a design faulty. You MIGHT encounter this problem again... unless there’s new design for the display.
2. For those who is fine with this horizontal line: since the problem is heat, try to not overwork your laptop. You can clean the dust, use external fan, anything that could reduce the heat. Using thermo software is quiet useless for me, and using fan manager software is not recommended by many technicians. But it’s up to you! As long you can manage the heat, then the horizontal line should be almost invisible.

So once again, Apple please read this! This is really inconvenient to maintain our “pro” laptop. You’re better than this.

Got my free repair. One thing that I learned.. chatting with apple support regarding this type of issue does not work. You need to call them and not take no for an answer. Try to escalate the issue by asking you want to talk to upper management. I talked to a person from an upper management. I told him my situation and how I am dependent on my mbp. Also told them that if you search on the community page for black horizontal lines on mbp 2017, lots of people are having the same issue! First he tried to waive all the fees for repair parts and only charge me the labor cost (Bec I've never been to genius bar for this mbp). But I said no bec I didnt want to pay a single penny. Then he gave me another option where he collected my computer logs (system logs) and escalated the issue by passing it to engineering team. He collected the data via a software (Capture Data) and I emailed it to him. 2 days later, got call back saying the engineers didnt find any issue with software, looks like a hardware issue.. and then he gave me a free repair.. Don't know if this will work for everyone, but worth a try. However, this is seriously not something I expected from Apple. The amount of time and effort I had to put in to get this escalated and get a free repair is just crazy..

Hi,

I've the same problem on my MacBook Pro (13-inch, 2018, Four Thunderbolt 3 Ports), 2,3 GHz Intel Core i5 quad-core, Intel Iris Plus Graphics 655 1536 MB.

The issue started months ago with black lines on top of the display, then it worsened adding lines at the bottom of the display. After few weeks the lines appeared also on the middle, and the display started to freeze and reproduce "ghost" impressed images.

Apple assistance and Apple Bar said the display or the GPU are broken and need substitution, with a cost of 500-600 euros.

I've noticed that connecting an external monitor with lesser resolution the problem disappear; also no black lines when reproducing a video in full screen mode.

So I've installed an animated background and I never use any app in full screen mode: this way, with a certain percentage of the display showing moving images while I'm working in the remaining frame, the problem disappear.

I wonder if someone can infere form that information what is causing the issue.

Good luck!

Guys, just read my comment about the free repair that i got.

Don't give up if you see that call support doesn't work, i was in the same situation. In some way, i think that through Apple id, Apple knows well how much a user was complaining before coming to Apple Store and, probably, they accept the repair for those few that insist a lot.

Literally, when i physically went to Genius Bar they accepted to fix this issue for free and in 5 minutes, but i had to put a big effort: since september i have tried to call multiple times, i talked also to the Apple specialized center, i am writing in this discussion since october and i did multiple report feedbacks!

Don't give up guys, i am sure it will work for you too!

did you try an external screen to see if the problem is the MacBook screen?

Hi erichsien,

Thanks for your post! I see your MacBook Pro is showing horizontal lines after some heavy usage. In order to determine whether the issue is hardware or software related, try booting the machine into safe mode to see if the issue is present.

Please refer to this article:

How to use safe mode on your Mac

Cheers!

This issue has a massive following on iFixit (It's actually a hardware issue, see https://www.ifixit.com/Answers/View/510833/Horizontal+lines+on+top+and+bottom+screen). They will always come back after the laptop heats up. So I recommend using it in a cold room or using it in intervals so you don't get to see them. It started like this (First few hours):

And now it escalated to this (On hot days):

TLDR: It's a hardware issue in which apple didn't expect a chip in the display assembly to deteriorate in high temperatures. It's also their fault for putting the same chip so close to the heatsink. #DisplayGate

Update. Just visited the Genius Bar and as expected, they can’t do anything about it as the call-back program is still only for 2016 models due to the fact that there were a **** lot more complains and issues around flexgate.

Was advised to wait it out since it would cost me S$800 to change the screen. Also recommended submitting feedback by visiting the Genius Bar and logging it online here https://www.apple.com/feedback/

P.S. still ****** and disappointed.. perhaps Apple has forgotten how to make laptops.

Still pretty pa

So AASP replaced my display, keyboard, and battery. They told me its the same issue that 2016 model had but 2017 model is not eligible for the repair (as we all know by now). Again, this was for free as I posted in my last post: https://discussions.apple.com/thread/251356447?answerId=253872141022#253872141022

It is applicable for 2017 too and is listed in the arc post as well. The only constraint is on the purchase date to be within 4 years. The mac I was referring to in the above comment is a MacBook Pro (13-inch, 2017, Two Thunderbolt 3 ports).