Black screen, line of tiny 1's, unresponsive-Charge 3

[Dr_SFZed]

I have a Charge 3. It can go through setup. I got the code number entered and it appears to connect. But the screen is entirely black except for a white horizontal line. When I look at that with a microscope, it is a line of tiny ones. It is unresponsive to taps and swipes. I cannot change the clock face. I tried 8 second and 15 second reboots, removing and redoing setup. No differences.

I called support. Eventually they sent me another Charge 3. It does exactly the same thing.

Help, please!!!

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @Dr_SFZed.

I'm sorry to hear that you have experienced difficulties with the display of your replacement Fitbit Charge 3. Thank you for the information provided and for trying to resolve the issue before contacting us.

Before evaluating your case, please confirm that you've restarted your Tracker by following these steps. In addition, you can perform a long restart by doing the following:

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.

You can try changing the clock face by following the instruction on this article.

If this doesn't help please verify if the device vibrates when you press the button.

Please let us know if you have any question.

[Dr_SFZed]

As I said, "I tried 8 second and 15 second reboots". 

I tried again.

- While charging for a long time, the screen is black.

- I "press and hold the button down for 15 seconds"

- No response. No vibration. No screen image, still black.

I tried disconnecting from the cable, then after 20 seconds reconnecting.

As soon as I reconnected I got a 4-5 second vibration

After 3-4 more seconds I got the little smiley face.

After 3 more seconds I got the www.fitbit.com/setup scroll.

[Dr_SFZed]

I tried to replace the Charge 3 with itself.  I went through setup again. 

- the tracker was found, and showed the code.

I entered the code.

The tracker showed the Fitbit logo.

Then it showed a checkmark in a circle.

Then it showed a black screen - and it remained black.

If I try to change the clock face I get the "spinner" symbol on my laptop/phone, and that never goes away.

[EdsonFitbit]

Thank you for your response @Dr_SFZed.

To evaluate this situation, I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible. Thank you for your patience while dealing with this situation.

If you have any question, please let us know.