Charge 2 has lines running on the display

[ambrcurl]

The display on my Fitbit Charge 2 has lines running through the numbers that cut off the top of my steps and make reading the date impossible. I can get by, but there's no more warranty, so I'm looking at getting a replacement pebble. Is this something that can be fixed?

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @ambrcurl, welcome to the Forums! It's nice to see you here, and I'm sorry for my delayed response.

Thanks for letting me know about your Charge 2. I see your point of view, and I'm sorry that you're going through this situation. Before anything else, I'd recommend to try performing a restart to refresh your device's settings.

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end on your Charge 2 making sure the button is aligned with the opening on the charging cable.
3. Press the button for 4 seconds and release the button. If you see the Fitbit logo and feel a vibration, it means it restarted.
4. Unplug your device from the charging cable.

By the way, I've moved your post to the Charge 2 board. This way we can keep our forums organized, and you can receive more related responses about this situation. 

Let me know how it goes.

[ambrcurl]

Thank you for getting back to me. I tried what you suggested, and it didn't work. So I took a picture to show what was wrong, and I noticed what looks to be a crack down the middle. I'm sure this is the source of the problem, so I'll be looking for a new pebble. If I get one used, I'll be able to connect it to my account?

Sent from Xfinity Connect Application

[joluv20]

Hello, 

I had the same problem happen yesterday. The screen just shows lines and no clear numbers or words. I tried to reset the Charge 2 as per the instructions given but it has not worked. What else can be done? 

[LizzyFitbit]

Hi @ambrcurl, it's great to see you again. @joluv20, welcome on board! I'm sorry for my delayed response, and I'll continue helping you with your Charge 2 devices.

@ambrcurl, thanks for clarifying that there is a damage on the screen, as well for your interest in a new device. That's great, and in case you need help with that, let me know so I can contact our Support Team and request a case for you.

@joluv20, thanks for giving a try to the steps suggested above, and I'm sorry that the issue is persisting. I've checked with our Support Team and apparently they already took your case under their wings. For this reason, I'd recommend to keep working with them so you can receive more details.

See you around.

[Fieke1980]

I have the same problem of 3 lines running on the display and there is no crack in the display

[LizzyFitbit]

Hi @Fieke1980, welcome on board. It's good that the community is growing! I'm sorry for my delayed response.

Thanks for letting me know that your Charge 2 display isn't working correctly. I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye on your inbox, you'll get some information about your case.

Catch you later! 

[Fieke1980]

I don't get an answer from Fitbit

[LizzyFitbit]

Hi @Fieke1980. I'm glad to see you here again. I'm sorry for the delay in my response.

Thanks for bringing this to my attention. I've contacted our Support Team and apparently they're providing you with assistance about your Charge 2. Since they'll continue working with you via email, make sure to check your inbox, spam or junk folders. If you don't receive their emails, let me know so I can request them to resend their email.

Keep me posted.

[Blckyoda]

Mine did the exactly same thing after the update. After about a day the screen went almost completely blank and Fitbit is not acknowledging the fact that the update killed my tracker. It was working perfectly fine before I updated it. 

[Fieke1980]

Hi, i got answer from Fitbit now and they are sending a new onze, thanks you

Verstuurd vanaf mijn iPhone

[Dtdph]

Welcome to the firmware bricked my device club!  Fitbit won’t admit there is a problem but will offer you 25% off a new device.  Some have had luck with an out of warranty replacement after speaking to a supervisor. 

---

@Blckyoda wrote:

Mine did the exactly same thing after the update. After about a day the screen went almost completely blank and Fitbit is not acknowledging the fact that the update killed my tracker. It was working perfectly fine before I updated it. 

---

[Fieke1980]

Mine was not after an update and they are going to send a new one they promised.

Verstuurd vanaf mijn iPhone

[LizzyFitbit]

Hi @Blckyoda and @Dtdph. It's nice to have you on board! @Fieke1980, I'm glad to see you here again. I'm sorry for my delayed response.

@Blckyoda, thanks for joining this thread and sharing that your Charge 2 is having the same behavior. After checking with our Support Team, I was informed that a case was created for you and they'll keep working with you via email. Make sure to check your inbox.

@Fieke1980, thanks for keeping me updated and I'm glad that you'll receive a replacement device. I'd recommend to set it up in your existing account so your new steps can sync there.

@Dtdph, I appreciate you for sharing your thoughts about the Charge 2, and I'm sorry that you've had this experience with your Fitbit device. Our team constantly checks every comment posted in the Forums to work on our products and your feedback will not go unnoticed as it helps us to improve their performance.

If you have another question, feel free to reply back.