Black screen on Charge 3

[nlbee]

Charge 3 is 2 years old as of 10/02/20 .  Screen black - have tried restart - both short and long several times including changing clock face with no results.  

Moderator edit: subject for clarity 

[ClareCharge3]

Similar here nlbee, screen is black from the top to about three quarters of the way down. Tried a restart and also changing the clockface, no change.

[LiliyaFitbit]

Welcome to the Fitbit Community, @nlbee @ClareCharge3.

I am sorry to hear the screen on your Charge 3 trackers is black. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Since the steps you tried didn't work, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting replies soon.  

Let me know if you have any questions.

[ClareCharge3]

Just a quick update here, I was contacted by the Customer Support team who asked a few questions, I sent a photo of the damage, answered the questions and lo and behold today I have a replacement Charge 3 with a lovely bright screen.

Thank you for the quick response and action to solve the problem.

[kafox]

Hi there,

I am having the same problem and took the same steps trying to restart it on the charger and change the clock face and nothing is working I’ve had mine for less than a year. What can I do

[nlbee]

I was also contacted by support. My barely 2 year old Charge 3 is out of warranty so I was offered a 35% discount on a new tracker. No thanks!

Sent from my iPad

[ClareCharge3]

Hi,

I posted on the community about the issue and it was picked up from there.
Not sure how else you get in touch with them.
Sorry I can't be more help.

nlbee, I was offered a new Charge 3 or a discount on a newer model, I opted
for what I know.

[LiliyaFitbit]

Welcome to the Fitbit Community, @kafox. Thank you for your replies, @ClareCharge3 @nlbee.

@nlbee Thank you for sharing that you were offered a 35% discount on a new tracker. I am sure our Support team tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty.

@ClareCharge3 I am glad to hear that our Support team took care of your case and you were sent a replacement unit. Thank you for posting the update here, I appreciate your time and feedback. 

@kafox I am sorry to hear you're having the same issue with your device. I appreciate your efforts and the additional details. Since you've tried to restart the tracker, I would like to confirm if you've tried doing a long restart:

• Connect the device to the charging cable.
• While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
• The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration
• The device turns off.
• 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.
• Remove the device from the charging cable. The device shuts down.
• Important: Plug the device into the charging cable again.

Looking forward to hearing back from you.

[carrollhirsch]

My fitbit hasn't worked since July 4, 2020 and at that point it was 17-18 months old.  First there were horizontal lines on a black screen, then nothing.It doesn't charge and the last time it did charge (in July) it barely held the charge for any length of time. I have just taken on checking on your suggestions.  So far nothing has worked. I just tried your suggestion above.  The device is plugged into the charging cable; I held the button down for 15 seconds.  Although I can hear/feel a vibration, the device does not turn on and there is no battery icon..  Although I can still track my weight on my phone, I can do nothing else.  When I was following directions from a video, and tried to change clock faces, my phone said there was no internet - which was inaccurate.  My phone is now trying to update my charge 3 and it says that will take 30 minutes.  I will let you know if that makes any difference.. Carroll

[Layla110]

I have the same problem and have done the steps outlined With no success. How do I get help?

[LiliyaFitbit]

Welcome to the Fitbit Community, @carrollhirsch. It's nice to see you again in our Community Forums, @Layla110.

@carrollhirsch Thank you for joining the thread and sharing the details of the issue with your tracker. I appreciate your troubleshooting efforts. Thank you for letting me know that you're updating your Charge 3 now. I hope the issue gets resolved as updates come with new features and bug fixes. 

@Layla110 I appreciate your efforts to resolve the same issue with your device. I would like to confirm if you've tried to change a clock face on your tracker: How do I change the clock face on my Fitbit device?

Additionally, I recommend checking if your Fitbit app is updated to the latest version: How do I update the Fitbit app?

Looking forward to your comments.

[Layla110]

I just did both actions: 1) updated most recent Fitbit version 2) selected new clock face and then selected the previous version.

My Fitbit is very dim still. In addition, it is now not recording my steps.

Sent from my iPad

[carrollhirsch]

My phone updated my Fitbit.  It is recording steps as evidenced when I go to Fitbit on my phone.  However, the screen is black., so no data shows up on my phone screen..What's next?

[carrollhirsch]

My Fitbit is recording steps, sleep, etc. However, the screen is black so I have no way of setting activities like yoga, hiking, walking, etc. The things I have tried to make my screen show me info have not worked.  Thanks.