Charge 3 - Black line across top of screen

[Rsalter1998]

My watch shows a small black line across the screen at the top, where the step count is on some faces and where the battery sign is when you open the stats.

tried resetting multiple times, doesn’t work.

Moderator edit: updated subject for clarity

[RMG75]

Hi, so I tried both the settings reboot (on the device) and the long restart (both several times) but the black lines are still there. I have also changed the clock face but the lines re-appear after a short while. Please advise me what else I can do, or if there's a number I can call to talk to tech support as my Fitbit is extremely new and should not be experiencing these problems. 

Many thanks.

[Marsha907]

My Fitbit was about 2 months old when it started with the black lines across the face. I went to the help website listed in the booklet that came with the Fitbit. That referred me to a phone number to call for help. They listened to my concerns and my attempts at fixing the problem. They quickly said they would send me a new Fitbit which they did within a week. I suspect this is a common problem and there is no fix beyond a new Fitbit. Good customer service tho. Marsha 907

Sent from my iPad

[LizzyFitbit]

Hi @RMG75, welcome back. It's good to see you here! @Marsha907, I'm glad to see you here. I'm sorry for the delay in my response.

@RMG75, thanks for the steps that you've done to get your device working. You did a great job! I see where are you coming from, and appreciate your feedback. I've contacted our Support Team so the can create a case on your behalf. You'll receive more details via email, keep an eye on your inbox.

@Marsha907, thanks for helping our new friend, and sharing your experience with our Support Team. You're great! 

See you around!

[TashK16]

I also have the black lines across the screen. What is the solution to this problem? 

[Marsha907]

Call the help number. They sent a new Fitbit.

Sent from my iPhone

[MarreFitbit]

Welcome to the Community Forums @TashK16! I'd recommend performing a long restart by following the steps below:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

If the long restart does not work either, please check on the Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.

Hey there @Marsha907, thanks for your suggestion. I'm glad to hear that our Support Team sent you a replacement. 

Let me know if you have any questions present. 

[Amyhayes]

I have recently discovered the black lines on my screen, I have 2 one at the top and one half way down. My fitbit it about 6 months old, and it's really annoying as ever since I got the charge 3 it's been on going problems now this.  Restarting and all that stuff including changing clock face and everything else suggested below. Dosent work. 

So dissapointing 

[MarreFitbit]

Hello there @Amyhayes! Thanks for restarting your Charge 3 and changing the clock face in order to solve the issue with the screen. 

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here. Someone will be in touch with you very soon. 

Let me know if there's anything else I may do to assist you with. 

[Niamh-oreilly]

Recently my Fitbit charge 3 has black lines appearing across and down the screen. I tried restarting it and changing the clock face but neither of these worked. Just wondering if there’s any solution. Thanks in advance 

[Crow50]

My line showed up yesterday and I've only had it not even 3 weeks. Tried everything everyone else tried and suggested. Pretty disappointing, I was so excited to upgrade. 

[Marsha907]

Call the help number listed in the website in the instruction book. Talked to tech person, sent me a new Fitbit.

Sent from my iPhone

[BigDavidEaton]

Marrefitbit-

Good Evening.  I am glad that I found your thread on this topic.  You provided me with several possible solutions.  I have the same issue with my Charge 3. It has 3 black lines across the top. I bought it 2APR 2019 at Sam’s Club.  I have tried restarting, have updated the device, and tried changing the clock face, but to no avail.  I really like the Charge 3, but these lines make reading the face a challenge.  Please let me know if I have any options.  Respectfully, David.

[Marsha907]

Call the help number listed in the help web site listed in the booklet that came with your Fitbit. The company ended up sending me a new Fitbit. Hope you get help.

Sent from my iPad

[SunsetRunner]

I'm having the same issue with the black line at the top of the screen on my Charge 3. I tried restarting it and changing the clock interface. The line remains. Are there any other recommended fixes? 

[Marsha907]

Call the help number, they replaced my Fitbit with a new one. Marsha

Sent from my iPad

[SunsetRunner]

Thanks for the suggestion! I ended up doing this and thankfully, I was still within my 1 year warranty. A replacement is now on the way since none of the troubleshooting steps fixed the problem. Thanks again!

[LizzyFitbit]

Hi @Niamh-oreilly, @Crow50, @BigDavidEaton and @SunsetRunner. Welcome to the Community. @Marsha907, it's nice to see you here. I'm sorry for my delayed response.

@Niamh-oreilly and @BigDavidEaton, thanks for joining this thread, and letting me know about your Charge 3 devices. You did a fantastic job with the steps posted here, and I'm sorry that your devices are still not working. I've gone ahead and shared all your information so a case can be created for each of you. You'll soon receive an email with more details, keep an eye on your inbox.

@Crow50, I'm sorry that your Charge 3 is having this issue, and thanks for your efforts while troubleshooting it. I've checked with our Support Team and apparently they already took your case under their wings. They'll continue working with you via email.

@Marsha907, thanks for stopping by and helping our friends. You're awesome! 

@SunsetRunner, thanks for trying the suggestion posted in this thread, and I'm glad that you're receiving a replacement Charge 3. That's great news, and I'm sure you'll crush your steps with this one!

Catch you later! 

[Katem1981]

My Fitbit has also now got a black line through the digits on the screen. Resetting has not solved the problem. Annoying as it's not very old 

[SunsetRunner]

I'm right with you on this being annoying. Since your Fitbit isn't that old, it's possible that it could still be covered by the warranty it comes with. I recommend giving them a call (the number is on their help page...scroll down and click on "Get Support") as that seems to speed up the process. Tell them what you tried and they'll walk you through other troubleshooting options. If none of that works, they'll go over replacement options. Good luck!

[andrewfinlay]

The same thing has happened to me.  I'm now on my second device that this exact issue has happened to.  It seems to me that if there are 8+ pages of this and almost 160 replies that there's an issue with Quality Control not being executed properly.  I just had a quick chat with someone at Fitbit and they're sending me device number 3.  I am not confident that this won't happen again, and if/when it does then I'm completely done with Fitbit.  I've had the device only since Christmas 2018 and I actually really like it, but if these issues keep coming up and they don't actually refresh the warranty as of when the new device ships, then this was a waste of money for the people who got it for me.