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Black lines on screen

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‎02-13-2020 12:49 - last edited on ‎02-16-2020 12:20 by Fitbit Moderator

‎02-13-2020 12:49 - last edited on ‎02-16-2020 12:20 by Fitbit Moderator

My iconic has black lines going down the screen. A reset isn’t clearing it. I have also tried changing the clock face but that’s done nothing either... it started a few days ago with one line and now it’s got worse with more lines appearing each day. Please help! 

 

Moderator edit: Subject for clarity 

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3 REPLIES 3

‎02-16-2020 12:15

‎02-16-2020 12:15

Hi @Heather301, welcome to the Community Forums! Sorry for the delayed reply.

 

Thanks for bringing this to my attention and for troubleshooting this matter prior to posting. Since restarting your device and changing its clock face didn't work, please try the following steps to perform a factory reset:

 

  1. On the device, hold all three buttons for about 10 to 12 seconds. 
  2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
  3. When the device vibrates, release all buttons. 
  4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
  5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

 

I'll be here if you need further assistance. Keep me posted.

Best Answer

‎02-16-2020 12:47

In response to RicardoFitbit

‎02-16-2020 12:47

Thanks but that didn’t work, it still has the lines down the screen. 😢

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‎02-16-2020 13:03

In response to Heather301

‎02-16-2020 13:03

Your prompt reply is appreciated @Heather301.

 

Thanks for trying the factory reset procedure that was shared on my previous post. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

 

In the meantime they contact you, let me know if you have any additional questions.

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