Inspire 3 locked? Can't swipe. Can't restart

[tmarcelo]

The time display on my fitbit is on continuously and I can't swipe or press the sides to restart. 
It's just stuck. 
If I tap the front, underneath time it toggles through heart rate, steps, miles etc. 
But I cannot leave the clock screen. Nor can I turn it off. 
It is fully charged. 
Is there a way to restart it through the app?

[Bill_209]

Unfortunately not, @tmarcelo , but several issues such as the one that you are experiencing seem to be magically corrected by using the App to change the clockface to another one, syncing the device and then switching back to the clockface that you normally use again.

[MartyFit]

 @Bill_209 @tmarcelo @alsoneedshelp @MarioSFitbit @debneedshelp 

I’ve got two inspire 3 devices (mine and wife). She’s had her a few months longer and experienced this issue and I posted under

https://community.fitbit.com/t5/Inspire-3/Inspire-3-screen-freeze-dot-appears-between-the-hour-time/...

a few months later mine started and I followed same instructions re clock face and restart. (If u plug into power and hold sides for 10s it restarts). 

although I restart both devices regularly- ever charge cycle (10 days) they still occasionally freeze. We both have different clock faces, none the default and it still occurs. Seems there are numerous threads about this with the advice to change clock faces.  

This was from Jan…

Still looking for an answer as I have to carry cable round everywhere in case they freeze

any suggestions

thanks

[Bill_209]

What device firmware and App software versions are you running with, @MartyFit .

It appears that you have tried restarting the device using the two side-buttons and changing the clock face using the App and neither of these things fixed the screen inability to be scrolled or the device freezing issue.

Normally I would recommend performing a Factory Reset at this point in time but, if you are unable to scroll up and down then you can't do that.  The only thing left that I can think of to try is a 'hard' reset (power-cycle), but that's going to take some time to complete.

To do that, don't charge your device from this point forward and keep an eye on the device battery level reported on the App.  Wait until the battery is completely dead and the device stops responding to the App and then wait one more day for good measure. Then, put your device back on the charger and let it charge to 100% again.

If doing that gets the screen to scroll again, it might be a good idea to complete a Factory Reset, just to be sure that the device has a fresh start.

[MartyFit]

Hi @Bill_209   
once I have restarted my device it functions as normal, for a while at least. Strange thing even though the screen locks it still tracks exercise, HR etc.. but can only see in app but the time changes on screen.   I’m on iOS so current Fitbit version is

20001.214.24 - this updated about 4 days ago

my wife is android and on

63.20001.210.26

i may not need to fully discharge for a factory reset as I can scroll? How do you complete that? Thanks

[Bill_209]

Hi @MartyFit ,

Sync your device to download the latest device data.

Scroll down to 'Settings' and tap that.

Scroll up to 'Device Info' and tap that.

Scroll up to 'Clear User Data' and tap that.

Scroll up to the red 'Hold 3 Sec' button and press that button for at least 3 seconds to Factory Reset your device.

After the Factory Reset has been completed, you will need to complete the device setup again, as if it was a new device, because all the User Data including Bluetooth credentials were wiped.

[MartyFit]

Hi @Bill_209 thanks for instructions. I’ve followed for both our devices. 
Will monitor to see whether we get any more issues. Hopefully will also fix the low HR alerts my wife keeps receiving even though turned that off. 

[Bill_209]

Hi @MartyFit ,

Hopefully, performing the Factory Reset resolves the unexpected behavior on your Inspire 3 devices.

Regarding the low heart rate alerts that your wife is getting, my wife was constantantly getting low heart rate alerts wearing her Inspire 3 and Charge 6 devices, but she wore a heart rate monitor for two weeks and she never got any heart rates below 60 bpm.

The heart rate monitor did determine that my wife had a PAC arrhythmia, however, and running an ECG test on the Charge 6 confirmed that the heart rate sensors on the Fitbit devices are unable to accurately measure the heart rate when PACs are occurring, which caused my wife to get invalid low heart rate notifications.

This may not be related to the low heart rate notifications that your wife is getting but, if your wife doesn't have a history of having low heart rates, it may be worth contacting your wife's doctor to get that checked out.

[MartyFit]

Hi @Bill_209 ,

hope she’s on the mend now

thanks again for info. Mine was admitted to hospital with AFib as heart rate showing between 120 and 140 which was confirmed by hospital monitoring. It was high for 4 days. Bit concerning during first day the amount of achievements Fitbit was awarding her! Then second day Fitbit had a wobble as probably couldn’t compute all cardiac activity but no physical exercise. After heart rectification she was put on tablets to lower HR. 
Fitbit recognised HR lower 60 down to 46 but started notifying of low HR. Default was 42 and I lowered to the lowest - 36. It still notifies on 44 or 39 or 42 etc.. I’ve turned off low notifications but it still notifies. I’ve even turned all HR notifications off but still buzzes… and even used default levels… hoping this has reset those notifications too 🤞 

appreciate all your help so far

[Bill_209]

My wife has a great cardiologist now, @MartyFit .

[thesoap]

to restart your fitbit inspire 3 you have to connect it to your charger then hold the side buttons till you sd the fitbit logo then wait for it to finish restarting and it will be back to normal 

note: this happened to me and this worked first time 

[thesoap]

this problem occurs normally when your fitbit is in water because the screen is moving around and then that crashes your fitbit 

the best way to solve this problem is when you go into the shower, have a bath ect just put it into water lock mode by scrolling down till you see water lock mode and firmly double tap to lock it and when you come out just firmly double tap it again 

hope this information was useful 

[thesoap]

try turning off amz notifications in the devices settings