Blank Screen not responding

[Angie520]

With the ongoing problem that started out with Pixie Blotches and then went to a Total Black Screen I had someone tell me that I know to uninstall the program that maybe reinstalling would correct the situation. I tried to reinstall the program, but sine my Charge 3 Screen is blank I can't see a screen on the Charge 3 to enter the 4 digits needed. Do I wait until my Charge 3 totally de-charges and then charge it up and perhaps will have a visible screen or will it not do? The green light on the back lights up and if I press the button in it vibrates, but nothing displays on the screen. I tried some suggestions I had read from support to other community members, but it didn't change my situation. What now ??? Any suggestions or insight to help me would be greatly appreciated, I am at a loss currently, and I don't have the money to put out to buy an new Fitbit at the current time.    Thanks

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi @Angie520, sorry for the late response, I'll be glad to help you with this. 

Thank you for the information you've provided regarding the problem with the screen of your Charge 3 and for confirming that you already tried a few troubleshooting steps. 

Before considering other options, please make sure that you've also followed the steps listed here below to complete the long restart procedure, this has been useful for other users experiencing the same problem: 

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. 

Please keep me posted on the outcome. 

[Angie520]

I did try the suggestion you listed above, all I had were vibration, but no display of a battery on the screen, it remained blank. As I had said in my remarks above, a friend of mine made the suggestion to uninstall the program from my phone and re-install for the Fitbit Charge 3, in the hope that this would perhaps change the situation with the Fitbit Charge 3. I had done the re-stall on my phone, but when it comes time to enter the 4 digits that are to display on the Charge 3, I can't see anything on the display to enter the numbers, I still have a completely blank screen, although I will feel the vibration which is apparent with the program on the phone and also when I press the button on the side in. As for now, I do not know what next to do to try and remedy this problem which began just like with other Charge 3 owner more than a week back from this past Sunday.  I had purchased my Fitbit Charge 3 from my local Macy's Department Store back on December 20, 2018 which is well over the warranty period, and now with what has happened, I feel at a loss because I can't do anything and I had invested $129.99 for something I surely thought would last longer, and I had not had any problems with it until Sunday October 18, 2020 when this all began. What do I do now ???  Thank you,  Angie

[Angie520]

I have gotten nowhere with the problems which began back on Sunday October 18, 2020, I have tried your suggestions and others which I found from other Charge 3 owners, and nothing works in the way of bringing my screen back to visibility. Honestly, I never thought anything would happen to this Fitbit item, at least not to the level of so many people having the very same things happening and getting nowhere. I don't know what else to do at this time, it seems to me that it makes no difference toward a positive outcome.

[pinkspa]

Wow good morning just read your problem and my watch has been doing exactly the same for weeks, I’ve had it just left in the draw as I thought it was broke but I’m lost without it and came across your post this morning. If only the screen wasn’t completely black 😕

[MMM999]

I have had the same problem and tried the solution above. My screen remains black after trying 3 times... Data is however updated in the app.

[DavideFitbit]

Hi, thank you for your reply @Angie520, and welcome to the Community forums @pinkspa @MMM999. Sorry for the late response.   

@Angie520 @pinkspa, thank you for all the feedback provided and for confirming that you already tried the suggested troubleshooting steps. I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon via e-mail.

@MMM999, I've sent your information to Customer Support as well, but it seems that you already got in touch with them for further assistance.  

Let me know if you have further questions. 

[pinkspa]

Thankyou so much I’ve just received the emails this evening and ordered a replacement one, I am beyond happy and cannot wait to start tracking everything again, I’ve missed it so much.

[DavideFitbit]

That's great news, thank you for sharing this update @pinkspa! 

Let me know if you have further questions.  

[Angie520]

Here it is March 22, 2021, I got nowhere with my situation regarding mine. I thought I was on the way to having my Charge 3 replaced, but such wasn't the case, and considering I had invested $129.99 back on December 20, 2018, which is now my loss for a device I surely had hoped would have lasted longer. I had received one email to which I responded regarding the matter which I had listed in previous posts along with all the other people experiencing the same or other problems in addition. I thought that I would have received a mailer to return and exchange my face portion of the device as was instructed in the email I'd received, but I never received anything which means I am not one of those fortunate Fitbit customers. I have to rely now on my old Charge 2 device and forfeit all the nice features that Charge 3 had along with the money I invested, and wait until my Charge 2 eventually someday comes to its end. I have learned a lesson by this, it may not be of tremendous expense, but for me it was money invested for something I thought was good and had friends recommend me to purchase. Nice to know I am out on this, guess I will be replacing my regular watch battery so that I will have it on hand to resort to once again. Pinkspa, consider yourself very lucky to have gotten back on track.

[DavideFitbit]

@Angie520 Thank you for your reply. 

I'm sorry to see that you've experienced with this inconvenience with your Charge 3 as well It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback; comments from users are always useful to continue to improving the quality of products and services.

Have a great day.