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]

Hello there @CathyJ44! Thanks for already restarting your Charge 3 in order to solve the issue with the screen. Nice way to go!

I'd recommend performing a long restart by following the steps below:

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. 

If the long restart does not work either, please check on the Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.

Give this a go and let us know the outcome. 

[Music72]

And my replacement already has 3 lines at the top.

I'm going to wait until the next firmware update to see if it fixes it.

Funny thing, is that my wife said her's had lines and they went away with the last update.

[MarreFitbit]

Hello there @Music72! Thanks for reporting what happened to your wife's Charge 3 and how the issue was solved.

I'd recommend what I suggested in my post above to see if the steps fix the issue with the display. 

Let me know how it goes, I'll be glad to further assist you. 

[Music72]

@MarreFitbit I did the above and the lines are still present.

[Aleshaleigh]

Black line through screen /dead pixels.   I’ve had it for 5 months.  😞 

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[CathyJ44]

Now its got white streaks through the whole screen and won't pair with my phone. The scan won't even see the charge 3 when I scan for bluetooth devices. 

[LizzyFitbit]

Hi @Music72 and @CathyJ44, I'm glad to see you around. @Aleshaleigh, welcome to the Community Forums!

@Music72, thanks for following the steps posted through this thread, as well for letting me know the outcome. I've gone ahead and requested a case on your behalf so our Support Team can give you a hand. Keep an eye on your inbox as they'll be contacting you via email.

@Aleshaleigh, thanks for letting me know about your Charge 3. @CathyJ44, thanks for your efforts in trying our suggested steps. I've checked with our Support Team and apparently they already took your case under their wings. You should be getting a reply soon.

Keep me posted! 

[CathyJ44]

Thank you for doing that for me.  Due to the fact that I can't see anything on my screen  I have already reached out to your customer service via chat and they are replacing my FitBit

[SunsetRunner]

I tried the suggested solutions here already, but the black line stays at the top of the screen. Is there anything else I can do? Kind regards

[LizzyFitbit]

Hi @CathyJ44 and @SunsetRunner, it's nice to hear from you. I'm sorry for the delay in my response.

@CathyJ44, thanks for taking the time to get in touch with our Support Team. I'm happy to hear that you'll receive a replacement. I'm sure you'll crush your steps with that one!

@SunsetRunner, thanks for your efforts in trying the steps suggested through this thread. You did a great job! I've gone ahead and requested a case for you. Our team will contact you via email with more details, so keep an eye on your inbox!

Keep me posted. 

[Nichamilton]

I am having the same problem. Started off as one black line across screen, now there is three. It's there regardless of which screen it is on. Only purchased my Fitbit at the beginning of the year

[Aleshaleigh]

They replaced mine. Just got the new one in the mail.

Sent from my iPhone

[LizzyFitbit]

Hi @Nichamilton, welcome on board. @Aleshaleigh, I'm glad to see you here again.

@Nichamilton, thanks for letting me know that your Charge 3 has lines on the screen. Have you tried the troubleshooting steps suggested by @MarreFitbit in the post above? If not, please give it a try and let me know how it goes.

@Aleshaleigh, I'm glad to hear that you received a new devices. That's great news. Now you can setup your Charge 3 to your existent account and start crushing your steps!

Keep me posted! 

[Aleshaleigh]

Already done! Good thing too, because while I was waiting for the replacement another line showed up and the strap cracked around the metal piece on one side. 😞

Sent from my iPhone

[Nichamilton]

@LizzyFitbit ive tried resetting/ restarting as above, no luck. There are now 4 lines, so it's getting worse. 

I did see another user post that the lines went away with an update, so tried that too. 

[LizzyFitbit]

Hi @Aleshaleigh and @Nichamilton. It's great to hear from you again. 

@Aleshaleigh, II'm glad that you received your new device just on time! About your other concern, since the bands are cracking around the metal area, I've requested a new case for you so this can be addressed. You'll receive a reply from them soon.

@Nichamilton, I appreciate your efforts in trying those troubleshooting steps, as well for updating your device. I've contacted our Support Team and provided your information so a case can be created. Keep an eye on your inbox.

See you around!

[emmamaillard]

Hi 

@LizzyFitbit @My fitbit charge 3 has started with a black line at the top where the battery percentage is I have rebooted my fitbit changed the clock face and cleared data about ten times each I still have the black line I have only had it since the 29/04/2019 can someone please help me with this I'm gutted as I really love my fitbit 

Thanks in advance 

[LizzyFitbit]

Hi @emmamaillard, welcome to the Community Forums.

I'm sorry to hear that your Charge 3 is having the same behavior. I understand how you're feeling and thanks a lot for troubleshooting your device. You did a fantastic job! I've gone ahead and requested a case for you so our Support Team can give you a hand. Keep an eye on your inbox.

See you around. 

[PBQuad]

Hi.

I just got off the phone with customer service and I'm going to be getting a new one, however, after seeing all these responses (after the fact), I'm kinda upset that not only did the customer service agent didn't indicate that this seems to be a common issue, that it's even an issues that's going on for this long.  I purchased my fitbit 3 in january, and up until 3 weeks ago, I didn't have any problems.  this is dissapointing.. I now wish that I took the discount option to buy a new device.. 

if the update clears the line errors (alongside the washed out screen), great.. But, until then.. meh..

[LizzyFitbit]

Hi @PBQuad. It's nice to see a new member around!

I'm glad to hear that you'll be receiving a replacement, and thanks for taking the time to share your thoughts. I see where are you coming from and I'm sorry about the experience that you've had with your device. Our team has been receiving feedback about the Charge 3, as with our other products, they'll keep working to improve their performance.

I'll be around if you need anything else.