My watch screen is leaving purple trails on the screen, specifically after the Grey sections. I tried restarting. Didn't work. Can this be fixed or do I need to send it in?

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nk140 Author

Level 1

10 points

My watch screen is leaving purple trails on the screen, specifically after the Grey sections. I tried restarting. Didn't work. Can this be fixed or do I need to send it in?

Can this be fixed or does it need to be repaired by Apple?

Posted on Nov 23, 2018 3:01 PM

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Answer 1

Joseph_S.

Community Specialist

Nov 25, 2018 11:11 AM in response to nk140

Hello nk140,

Thank you for posting in the Apple Support Communities. I understand you're seeing something unexpected on your Apple Watch display.

Can you describe the issue in more detail? What actions are you taking when this happens?

You mentioned that the issue persists after restarting. Have you tried to unpair and then re-pair the Apple Watch? If not, give that a try using these steps from the article titled Unpair and erase your Apple Watch :

Disconnect your devices

Keep your Apple Watch and iPhone close together as you unpair them.

Open the Apple Watch app on your iPhone.

Go to the My Watch tab and tap your watch at the top of the screen.

Tap next to the watch that you want to unpair.

Tap Unpair Apple Watch.

For Apple Watch Series 4 (GPS + Cellular) or Apple Watch Series 3 (GPS + Cellular), choose to keep or remove your cellular plan.

If you want to pair your Apple Watch and iPhone again, keep your plan.

If you don't want to pair your Apple Watch and iPhone again, remove your plan. If you aren't going to pair with a different watch or iPhone, you might need to contact your carrier to cancel your cellular subscription.

Tap again to confirm. You might need to enter your Apple ID password to disable Activation Lock. Before erasing all content and settings on your Apple Watch, your iPhone creates a new backup of your Apple Watch. You can use the backup to restore a new Apple Watch. After your Apple Watch unpairs, you'll see the Start Pairing message.

Use these steps to set up your Apple Watch again.

Then test it out. If you find the issue persists after unpairing and re-pairing that's when you'll want to Contact Apple Support .

I hope the information I've provided helps.

Take care.

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Answer 2

Cedricc

Level 1

4 points

Dec 12, 2018 7:28 AM in response to nk140

After sending it twice to Apple (via the website once and via a local Certified Repair Centre), I went to the Apple Store and showed the symptons at the Genius Bar. This person was able to reproduce the purple trails while scrolling. She said the watch still had to be sent to Apple, but she described the problem in a good manner and added a picture from my phone of the problem. A few days later, I received a replacement Watch, which does not show any purple trails in dark environments. All works perfectly on this watch. I hope your problem gets solved as well!

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Answer 3

MoonJ.

Community Specialist

Nov 26, 2018 6:01 AM in response to nk140

Hello nk140,

We appreciate that follow-up information. If you unpaired the Apple Watch with the same results, I recommend that you Contact Apple Support to look at your next best steps.

Kind regards.

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Answer 4

nk140 Author

Level 1

10 points

Nov 25, 2018 1:51 PM in response to Joseph_S.

The problem is that whenever anything dark grey moves on the screen, when I am toggling through settings for example , purple trails follow the grey until the motion stops. I tried unpairing and the problem persists. It only began recently and is most visible in a darker setting.

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Answer 5

Cedricc

Level 1

4 points

Dec 5, 2018 4:04 AM in response to nk140

Hello,

I'm struggling with the same issue as well with my watch, 3 months old. Did you get it solved? I've sent my watch already twice to Apple, without them being able to reproduce this problem. How were you helped?

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Answer 6

nk140 Author

Level 1

10 points

Dec 5, 2018 8:27 AM in response to Cedricc

I sent it in to apple and am waiting for it back. They said they would fix it without charge. I will find out if they fixed it soon.

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My watch screen is leaving purple trails on the screen, specifically after the Grey sections. I tried restarting. Didn't work. Can this be fixed or do I need to send it in?

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