Can't scroll on Charge 3 screen

[Newtome3]

Touch control to scroll face not working!

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hey there @Newtome3, it's nice to see you around the forums! If the display on your Charge 3 isn't working, I'd recommend restarting your tracker by following these steps:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Give this a shot and let me know the outcome! 

[Newtome3]

Got the vibration, no happy face no change.

Get Outlook for iOS

[RoxieP]

Have you had any luck yet?

[Srhoades112]

I'm having the exact same trouble right now and tried connecting to the charger and restarting with no luck 😞

[MarreFitbit]

Hey there @Srhoades112, @Newtome3, and @RoxieP! Thanks for restarting your Charge 3, nice way to go! 

If the restart didn't resolve the issue, perform a long restart by following these steps:

• Plug the device into the charging cable. 
• While the device is plugged into the charging cable, hold the button down for 15 seconds. 
• Remove your finger from button. Note: Device won't have a smiley face icon and should be off with a black screen.
• Remove the device from the charging cable.
• Plug the device into the charging cable again. 
• The smiley face icon appears on the screen. 

Let me know the outcome! 

[Chikai]

I was having the same problem. This worked but this is a new device, this should not be happening already. This could be a pain if you're not home in front of your computer.

[Dee8102]

Thank you, fitbit charge 3 syncing and working again!!! 

[MarreFitbit]

Yas!  @Dee8102 and @Chikai!  I'm glad to hear that your tracker are working fine again. Please don't hesitate to let me know if you need further assistance with anything else. 

Have a nice day! 

[MtnGir1]

Maybe it's just me, but if multiple people are having the same issue, that points to a problem within the Fitbit code.  You shouldn't be asking people to individually turn their Fitbit off and on again to reset it.

Nevertheless, I did try both shut down procedures (the 8 second and 15 seconds).  I did not get the vibration or smiley face with either procedure.   I am still not able to scroll on my Fitbit screen.  Are there other suggestions?

Thank you

[RoxieP]

Oh no. I did the reset and it worked. 

Sent from Yahoo Mail on Android

[BeakerWA]

I had to use a tool to hold the button down. I tried a few times with my finger and the screen would go blank, but it wasn’t actually resetting. With a small tool I pressed down and finally got the happy face. Fixed my issue. 

But agreed this is scary since I’ve had it only a month and it froze. 

[MtnGir1]

BeakerWA - thanks for the tip! I used a pen and it worked!

[ShnrSnr]

Totally agree.

Why is this happening? I have had mine a month now and every other day it freezes, usually when I'm in work and do not have the charger with me. I will reset it once more, if it happens again it's going back.

I was going to upgrade to the iconic but might switch to Samsung 46, does this problem happen with the Iconic?

[MarreFitbit]

Hey guys @MtnGir1, @RoxieP, and @BeakerWA! I'm glad to hear that your Charge 3 is back to normal after performing the restart.  Thanks for sharing those tips @BeakerWA!

Welcome on board @ShnrSnr, it's nice to see you here! Sorry to hear about the inconveniences you've been having with your Charge 3.

Please try restarting your tracker once again when you get home and let us know if the steps do the trick!

Looking forward to your reply.

[ShnrSnr]

All I did was change the Watch face when I was in Wi-Fi area and it unlocked If this happens much more I will return it.
Thank You.

Sent from my Samsung Galaxy smartphone.

[MarreFitbit]

Awesome @ShnrSnr! I'm glad to hear this was fixed by changing your clock face. Don't hesitate to let me know if you need further assistance! 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Bowser-007]

Hi, 

This just happened to me as well. Device been working properly for last 2 weeks or so. (Except that for some reason you can't change the screen time-out time). When today the screen just semi-froze. I could still check the time, but could not scroll the screen. Managed to fix it by applying the reset. Will this happen often? What are the likely causes? My battery was at less than 15% when it happened, is that why. Does it cause a glitch in the system or something?

[MichaelAcor]

Tried both steps an neither worked what should I do next 

[MtnGir1]

Michael - Use a pen tip to hold down the power switch.  That did the trick for me.  Good luck!