Ace 3 dim after troubleshooting

[Jtbenedetto13]

Good evening,

About 2 years ago, my son’s display on his Ace 3 device became dim and largely unreadable. This made it unusable because we couldn’t find a solution that worked to fix it. This afternoon while cleaning, we found the device and charger and took another crack at fixing it. I’ve been using the previous advice in other threads to troubleshoot it again.

This includes an ensuring that both sleep mode and dim are turned off, changing the clock face, turn the device on and off, and doing a complete factory reset.

Nothing has worked and looking at what I’ve seen online it looks like this is when a fairly common issue, but I haven’t seen any solutions on how to fix it. I appreciate any help that can be offered.

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I also made sure the Fitbit was updated. 

Moderator edit: clarified subject.

[ManuFitbit]

Hi @Jtbenedetto13. Welcome to the forums. 

Thank you for letting me know this information about the Ace 3. Sorry to know the difficulties that you are experiencing and thank you for trying to fix it on your own. 

Could you please double-check if the device is charging correctly?

If not, please try these steps: Why isn't my Fitbit device's battery charging?

[Jtbenedetto13]

Yes the device is not having issues charging.

[ManuFitbit]

Thanks for the update @Jtbenedetto13. 

Please, give it a try with these steps:

1. Sync the device in the Fitbit app.

• From the Today tab in the Fitbit app, tap Devices.
• Chooose the Ace 3.
• Tap Sync Now.

2. Check for available Firmware updates.

• With the Fitbit device nearby, open the Fitbit app (make sure the Fitbit device is charged).
• Tap the Today Tab > Devices > your device.
• Tap Update (This option only appears if an update is available).

Follow the on-screen instructions: Keep the Fitbit device close to your phone during the update. When the update starts, a progress bar appears on the device and in the Fitbit app until the update is complete.

3. Charge the device:

Double-check the connection: Ensure secure connection to the charging cable and that the cable is plugged into a working USB port (computer or UL-certified wall charger).

If these steps don't work:

4. Restart the device: Keep in mind that your data won't be deleted: How do I restart my Fitbit device?

5. Changing the clock face via the Fitbit app can sometimes resolve a black screen issue:

• Open the Fitbit app.
• Choose Device Settings.
• Navigate to the clock face options and try selecting a different clock face.

[Jtbenedetto13]

Thank you for the suggestions. I tried all of those before posting. But I tried them again this evening, just to be certain. They have not fixed the problem.

[ManuFitbit]

@Jtbenedetto13, I appreciate the update and your time in responding to this thread.

At this point, I’d suggest reaching out to our Customer Support team, as they have the necessary tools to provide further assistance with this situation.