Charge 3 - Black line across top of screen

[Rsalter1998]

My watch shows a small black line across the screen at the top, where the step count is on some faces and where the battery sign is when you open the stats.

tried resetting multiple times, doesn’t work.

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Welcome to the Community @Lindsay54! I'm sorry to hear your Charge 3 developed the black line across top of screen. I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. 

Welcome on board @Juliez0707! If you're having the same issue, I'd recommend restarting your Charge 3. If the restart does not work, I suggest to try changing the clock face to a different one. Let me know if this helps you out. 

Hi there @kmsmith1991 and @RoselynSavinon! Thanks for following the tips and recommendations provided here. 

Since your Charge 3 devices are still showing the black line, I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account.

Let me know if there's anything else I may do to assist. 

[Juliez0707]

Rebooted my device and black line has gotten wider. Already changed my clock display.

Sent from my iPhone

[kmsmith1991]

I also have rebooted my device and changed the clock screen. The lines are
still there.

[Music72]

I have about 6 black lines at the top of my screen, 4 real close, then 1 a little further down, and the last one about twice the distance down.  All going through the time.

This started immediately after the firmware update.

I have rebooted multiple times and tried about 6 different clock faces and no change.

[Lindsay54]

Hi, I contacted Fitbit direct because my charge 3 was only three weeks old and they are replacing it.

Lindsay

[StephSutton]

Mine is being replaced as well and has already shipped. I am very pleased with the Fitbit support team and the way they have handled my issue. I’m looking forward to receiving my new unit.

Stephanie

[Bossing]

Hi my daughter Fitbit charge3 has same problem. I already restarted and set to factory reset still have line. Need help please.

Sent from my iPhone

[MarreFitbit]

Hello there @Music72, @Juliez0707, and @Bossing! Thanks for coming back and for trying the steps provided here. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon!

Hey there @kmsmith1991! Thanks for rebooting your device and for changing the clock face. I've seen you called our Support Team after your last post. I'm glad to hear they were able to help. 

Hello @Lindsay54 and @StephSutton! I'm happy to hear our Support Team is replacing your Charge 3 devices. I hope you keep enjoying them once they arrive! 

Remember you can set up your devices on your currently Fitbit account without losing any previous data  by following the steps below:

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Please let me know if there's anything else I may do to assist. 

[wendypayton]

Just reporting back on my outcome: Fitbit has shipped a replacement device, I'm a happy camper! Thank you Fitbit for taking care of your customers!

[GertieB]

I'm having this same issue, restarting has done nothing. Been 'toughing it out' but the lines just keep increasing in number

[Music72]

It's a shame they have to replace the device, but they are shipping me one.

[StephSutton]

Music72,
Where did you buy your Charge 3? Just curious because I got mine from Amazon. So many people have posted about the same problem, I’ve been wondering if maybe Amazon got a bad batch. I’m really hoping the new unit doesn’t have this problem.

Stephanie

[Music72]

I bought mine at BestBuy

[MarreFitbit]

Hey there @wendypayton and @Music72! I'm glad to hear our Support Team was able to help and they are replacing your Charge 3 devices.

Hello there @GertieB! Thanks for resting your device in order to solve the black lines across the screen. I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account.

Please let me know if there's anything else I may do to assist. 

[DuracellDave]

Thanks Lizzie,  I have tried restarting and reloading to no avail and the lines just keep multiplying.  Really annoying as otherwise the functionality is good.  Is this problem actually with the  firmware or is it faulty hardware?   I did go direct to support after my post to request a replacement but no reply as yet. 

[MarreFitbit]

Hello there @DuracellDave! I totally understand how are you feeling. I appreciate your feedback.

Thanks for restarting your Charge 3 in order to solve the issue with the black lines across the screen. 

Have you already heard from our Support Team? Did you contact them with the email address associated with this Fitbit account? I tried to update your support case, but couldn't find a case from you. 

In regards to your question, I haven't had any issues with my Charge 3 after the last update. Our Support Team may figure out where the issue is coming from. 

I'm looking forward to you reply. 

[DuracellDave]

<meta http-equiv="content-type" content="text/html; charset=ISO-8859-1" />


Hello Marre,



Thanks for your reply.  No I haven't heard back from Support yet
and yes this was the email address I used. 



Dave

[MBStoughton]

I’m having a similar issue but the black lines run vertically on the exterior of the watch face and a few horizontal ones in the Centre of the face.  I have followed all the reset advice listed and no luck 

It’s only 5 months old

thanks Melanie 

[LizzyFitbit]

Hi @DuracellDave, it's nice to hear from you. Welcome on board @MBStoughton.

@DuracellDave, thanks for getting back and confirming that you used the same email address. I've contacted our Support Team and they couldn't find your case. I'm not sure why it wasn't created correctly, but I've made sure to request a new case for you. You'll receive an email with more details shortly.

@MBStoughton, thanks for letting me know about your Charge 3 behavior and because the restart didn't work on your device, I'll also request a case for you so our team can give you a hand. Keep an eye on your inbox.

Let me know the outcome. 

[CathyJ44]

I also have the black line across the top of mine. Have tried restarting it and it doesn't go away.