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

[MustangPat7]

I have this same issue. What was the result? What is the fix?

[LizzyFitbit]

Hi @MustangPat7. Welcome to the Community Forums!

Thanks for letting me know that your Charge 3 is having this behavior. If you've not done so, I'd recommend to try the restart process, and perform a long restart which has helped other users. Let me know the outcome, so I can go ahead and request a case for you.

Keep me posted.

[puravida990]

Hi, I have a similar issue but even more sever symptoms. The problem started about 2 months ago with just a few missing horizontal lines. I changed the clock face to achieve a more readable format. The problem worsened over a short time. Now the screen is virtually all blank with just a few patches of display. I have tried the fixes described in this thread to no avail. I got this charge 3 after my charge 2 just died and I was in the middle of a challenge. Except for the display the charge 3 is working and even now has the benefit of a longer battery life (sans display). I do want this resolved as I need a watch not just a pedometer. Thank you.

[puravida990]

Just worked with customer service. They were great and they are sending a warranty replacement. I very much appreciate this service.

[Jori_1989]

Hi, I have the same issue. It was a mother's day gift from my daughter so I do not have the receipt d cant return or exchange it. I haven't had any issues up until today. There is no damage to it but I noticed today while reading a message on it that there is a thin black line through the middle.

[LizzyFitbit]

Hi @puravida990 and @Jori_1989. Welcome! It's nice to see new faces around.

@puravida990, that's fantastic news and thanks for taking the time to contact our Support team! I'm sure you'll reach your goals with your replacement and check this help article for instructions to setup this device in your existing account.

@Jori_1989, thanks for letting me know that your Charge 3 is having this behavior. I understand how special is this device for you, and let's work on this together. If you've not done so, please give a try to the restart process. If the lines are still on the screen, perform a long restart which has helped other users.

Keep me posted! 😊

[Hunterc024]

I’m having the same issue with a black line across the top of my screen of my charge 3. Any way of helping me out as well?

[LizzyFitbit]

Hi @Hunterc024. It's good to see a new face around.

Thanks for letting me know about your Charge 3's behavior and let's work on this together. Since your post didn't mention, may I know if you've tried restarting it to refresh its performance? If you have, I'd recommend to perform a long restart as described in this post. These steps have helped others so please give them a try and let me know how it goes.

I'll be around.

[Jori_1989]

Did the long reset 3 times. Black lines are still there... what do I do next ? 

[J25005]

I have a charge 3 that has black lines across the top of the tracker that makes it hard to read my steps. What can I do to fix the issue because I have rebooted the tracker and the lines are still their. 

[LizzyFitbit]

Hi @Jori_1989, I'm glad to see you here again. @J25005, welcome on board!

@Jori_1989, thanks for your efforts while trying the steps suggested before. Since your tracker still has lines on the screen, I've gone ahead and requested a case on your behalf so you can receive further assistance. They'll send you an email with more details, keep an eye on your inbox.

@J25005, you did a great job with the restart process! I know how you're feeling about your Charge 3 not working correctly and I've been informed that you already have a case created with our Support team. You should be getting a reply soon.

Hope to see you around! 😉

[J25005]

Thanks hopefully my issue gets fixed soon. 


Sent from Yahoo Mail for iPhone

[LizzyFitbit]

Hi @J25005. Hope you're doing well.

You're welcome, I'm glad that your case is on good hands! In case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

See you around.

[Mraff88]

Hi,

I’m having the same trouble with this, please can you assist?

M

[NattyGew]

I have 2 black lines going across my screen up the top on the time.  

ive noticed just a few weeks ago. 

I don’t know if it’s another faulty replacement as I’ve tried resetting still there. 

what are my options. I’ve spent $100 on it to have it already replaced once and this one is having issues now too?  

[J25005]

I recommend u contact support person and did u try the long restart process. If not the customer support person will help u with that and some other steps to try. The customer support that I got was really good. 


Sent from Yahoo Mail for iPhone

[LizzyFitbit]

Hi @Mraff88 and @NattyGew, it's good that the community is growing! @J25005, I'm glad to see you here and thanks for your big help!

@Mraff88, thanks for sharing that your Charge 3 is having the same issue. Before anything else, could you please confirm if you've tried troubleshooting it? In case you've not, let me recommend to restart it and change the clock face which has helped other members. If the issue persists, please perform a long restart with the steps posted before.

@NattyGew, thanks for letting me know about your replacement's behavior and for trying the restart process. I'm sorry that you've had this experience and I understand you as this tracker should be working well. I've checked with our Support Team and apparently they already took your case under their wings. They'll continue helping you via email.

See you around!

[Mraff88]

Hi Lizzy

Nothing has worked, tried the reset, changing the clock face and the long restart and nope - the line is still there 

Please advise,

Thanks

[LizzyFitbit]

Hi @Mraff88. It's great to see you here again.

You've done a great job with the troubleshooting steps, and thanks for your efforts. Since the screen isn't working correctly, I've gone ahead and contacted our Support team so they can create a case on your behalf. You'll receive an email shortly with more details, keep an eye on your inbox.

Hope to see you around more often!

[JamesWilsonJr]

Hey @LizzyFitbit.  I reported my first issue with the gray/white lines back in July and received my first response from you on 7/22.  Please reference the following response (Re: Charge 3 display corrupted on 07-22-2019 14:23).  I've followed all the recommendations to soft reset, hard reset, change the clock faces, even let it completely run out of batter, etc. and never had any luck.  I've actually just been following this thread to see if things ever worked out for others or if they experience repeat issues with their replacements.  I do believe my issue arose from actually allowing my waterproof Charge 3 get wet in a kiddy pool.  I've never went swimming with it and never intend to, although that was a huge selling point of this model.  That being said I want to get my replacement ticket on order and give a NEW one a shot, not a refurbished one that came from the same factory and/or batch.  Please begin whatever support ticket is required for the replacement so that I may begin furnishing whatever necessary information is required from when it was purchased for Christmas of 2018.  

Thank you in advance,

James