Black screen despite restarts and clock face changes

[FruitPatch]

This morning, my FitBit screen went blank.  I tried to restart - which worked long enough for me to do a restart from the face under settings.  Even doing that, the touchscreen was quite finicky.  About 5 minutes after doing that, the screen went back to black.  The Fitbit is responsive in that it is vibrating notifications and it is tracking HR and steps.  It is syncing with the app.  That being said, I have also tried to change the clock face to no avail.  Please advise.

Firmware version: 28.2001.63.5

Moderator edit: format

[NellyG]

Hi @FruitPatch  I have flagged a moderator to come and help you

[DavideFitbit]

Hi @FruitPatch, it's good to see you around in the Community forums.  

Thank you for confirming that you already tried a few troubleshooting steps to try to resolve this. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know about the outcome. 

[FruitPatch]

@NellyG Thank you!

@DavideFitbit  No email yet but will keep you posted.  Thanks!

[FruitPatch · Accepted solution]

@DavideFitbit I didn't receive an email from support.  However, I did track someone down via the livechat.  Since my FitBit is still under warranty, I was offered either a replacement of the same model or 50% off a new model (excluding Versa 2, Ace, or Ace 2).  My concern is that, peeking in on the forums for other models, it seems that whatever update that was rolled out negatively impacted other models as well.  

[NellyG]

@FruitPatch  If I was in your shoes I'd get the Versa replaced. What has happened to you is unfortunate, but not very common at all. I think the Versa is the best tracker Fitbit have made - at any rate I LOVE mine and have had no problems in the year and a half I have had it. In my opinion you only (perhaps - it is still very new) better product would be the Versa 2, and as that is not on offer in the deal you have been given Id stick with the Versa. But that is my opinion - others may disagree.

[rforte]

David,

I am having similar issues.  I have attempted the reset multiple times as well as changing the display on my charge 3.  Could you please advise how to solve this?

[DavideFitbit]

Thank you for this update @FruitPatch, it's good to know that you were able to reach out to Support. As @NellyG mentioned earlier, even though several users have reported a few problems, they're haven't impacted the vast majority of users, and the team of developers is working constantly to find a resolution for those as well.   

Welcome to the Community forums @rforte, thank you for confirming that you already tried these steps to try to find a solution. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon as well.  

Keep me posted. 

[MsKellyS]

I am having the same issue, my watch is black and nothing shows but it still tracks my steps, sleep, and my alarms still go off, for which I can shut them off so that's a bit annoying. A hard reset does not do anything. Any solutions?

[Mike1357]

I’m stuck as well with a cool bracelet that has no more function as a watch. It syncs just fine and works great as a Bluetooth device but not as a watch. Have went through troubleshooting and resetting with support chat to no avail. Now I’m out of warranty with a $100 black bracelet. My Charge 1 hr lasted a long time. Wife’s charge 2 is still going strong after a new wristband. Disappointed with this one. Several features on it never have worked and it needed reset every now and then for unresponsive screen. Not to mention the wristband broke a few months ago. I write the time down a lot at work and need the display. Reluctant to spend another $130 on a glitchy device that might just last another year. I got a sorry but here’s a coupon for your next Fitbit purchase in the next 30 days. 

[Mjk282]

Same here!  Started yesterday morning.  Trying the reset is no help.  

[DavideFitbit]

Hi @MsKellyS, welcome to the Fitbit Community. 

Thank you for confirming that you already tried to restart the device. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

It's good to see you around in the forums for the first time @Mjk282, I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

Keep me posted.

[TulsaMicki]

I am having the same issues.  I can reset my fitbit it lasts for a couple of hours and then goes back to blank screen or smiley face.  It was fully powered up and now at 80% but doesn't function.  So frustrating.  I have been trying for 3 days now to get it to work.  When it comes back on line it is has the time from when it went down until I sync with my phone.  I haven't had this Charge 3 for even a full year?  Help!  Can this be fixed? It doesn't seem to be a battery issue, but seems this should last more than a year!

[TulsaMicki]

Now my watch is just flashing through the screens and I am not even touching it!  This is nuts!