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

[Gizmofire]

Hi @LizzyFitbit

My charge 3 (switched on since Xmas 2018) has developed this line issue. I can live with one line, but from reading the replies here it seems this becomes progressively worse.

I have tried three restarts and changing the clock faces to see if this resolves anything, but unfortunately it did not. What should I do? 

[Gizmofire]

Update. My screen has just died full stop. 

I tried restarting, it's giving me different numbers of vibrations when I try to restart, but the screen won't come back on. At all. Please advise 

[Marsha907]

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@Katrj1976 wrote:

I have the same problem with my 2 month old Charge 3. Started with 1 black line, now have 5-6Me too, a few days ago I had one black line now I have 4!

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[LizzyFitbit]

Hi @Gizmofire and @Marsha907, welcome to the Community Forums.

@Gizmofire, thanks for letting me know about your Charge 3, and I'm sorry about its behavior. You did a fantastic job with the troubleshooting steps! I've checked with our Support Team and apparently they already took your case under their wings. I'm glad that they're working with you.

@Marsha907, thanks for joining the conversation. Since you quote a previous post, I'm wondering if your Charge 3 is having the same behavior. If so, I'd recommend to try the great suggestions posted above by @MarreFitbit.

Keep me posted.

[Holobofflepuff]

I am having this issue as well. 

What began as one line across the top on the step count is now 6 lines. Reset did not fix. 

Moderator edit: format

[LizzyFitbit]

Hi @Holobofflepuff, welcome to the Community Forums.

I'm sorry that your Charge 3 is having the same behavior, and thanks for your efforts while restarting it. You did a great job! I've checked with our Support Team and apparently they already took your case under their wings. Keep an eye on your inbox, you should be getting a reply soon.

See you around!

[Elligator]

I just noticed this very same problem with my Fitbit, and the reboot did not help. 

[Marsha907]

I called company and they sent me a new Fitbit.

Sent from my iPad

[LizzyFitbit]

Hi @Elligator, welcome to the Community Forums. @Marsha907, it's great to see you here.

@Elligator, I'm sorry to hear about your Charge 3, and thanks for your efforts while restarting it. Just to confirm, may I know if you've tried to change the clock face and perform a long restart with the steps posted before? Please give them a try and let me know how it goes.

@Marsha907, Thanks for taking the time to contact our Support Team, as well for letting me know the outcome. I'm sure you'll crush your steps with your new device!

I'll be around, keep me posted. 

[KJ14]

Hello, 

I am having the same issue, a black line across the top of my screen cutting through the time.  I've reset my watch a few times, changed the clock faces and it didn't fix it.  Do I need to contact the store that I purchased it from?  I'm pretty sure I don't have any of the boxes/receipts left.  Any help would be appreciated.

[Elligator]

I have tried the long restart, and I have changed the clock face as well, still no improvement. 

[Marsha907]

I called a help number that I got when I went to the website listed in the booklet that came with my Charge 3 Fitbit. They were very helpful. After I told them I tried restarting and changing watch faces they said they'd send a new one. I got it about 5 days later. Good customer service department. Marsha

Sent from my iPad

[LizzyFitbit]

Hi @KJ14. It's nice to see a new member around. @Elligator and @Marsha907, welcome back!

@KJ14, I'm sorry that your Charge 3 is having the same issue, and I appreciate your efforts while troubleshooting it. Just to confirm, by reset it, do you mean to have tried the regular restart? If so, could you please try the long restart which has worked for other users?

@Elligator, thanks for confirming to have tried the other troubleshooting steps. Good job! 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. 

@Marsha907, thanks for sharing your experience with our team. I'm glad that everything went well and I'm sure your comments will be very helpful for our members. Happy stepping!

Keep me posted. 

[Nichamilton]

Mines just died completely too! Still waiting for my new one... just hope the manufacturers have been able to address the issue so it doesn't just keep happening

[LizzyFitbit]

Hi @Nichamilton, welcome back. I'm glad to see you again.

I'm glad to hear that your new device is on its way. Thanks for taking the time to share that information, as well for the feedback provided. Our team constantly reviews the comments posted in the Community, to work on our products and implement improvements.

I'll be around if you need anything else.

[RMG75]

Hi there, I'm afraid my Fitbit Charge 3 has that same black line(s) across the top and restarting it (using the reboot) function several times, has not cleared. Is there anything else I can do (apart from change my clock face)?

Many thanks! 

[Marsha907]

I called the company and got a new fitbit

Sent from my iPhone

[LizzyFitbit]

Hi @RMG75. It's nice to have you on board! @Marsha907, thanks for stopping by and helping our new friend with your great advice! 

@RMG75, thanks for letting me know about the Charge 3, as well for taking the time to troubleshoot it. You did a great job! By reboot function, do you mean the one found in your device's settings? If so, I'd recommend to restart it and perform a long restart.

Let me know how it goes.

[Elligator]

Thank you so much for your help. The support team has been in contact with me, and they will be sending me a new charge 3, as soon as it is no longer on back order. 

[LizzyFitbit]

Hi @Elligator. It's nice to see you here.

You're very welcome, and I'm glad that our team will send you a new device. That's great news! I'm sure you'll crush your steps and in the meantime, let me invite you to visit our Discussion Board where you can share your experiences, meet people and create new topics.

Happy stepping!