Charge 3 - Lines of dead pixels and hr light is very dim

[JohangH]

• Right before bed, the watch started to act as if the side button was repeatedly being pressed. Looking at the watch there are many rows of dead pixels and taking it off, the only light working is the red light. The touch screen did not work so the only option was a hard/long reset. Shutting down the watch and waiting a bit before plugging it back in again to turn it on. Unfortunately the problem was not fixed. The touch and side button sorta worked again, but other than that, the screen still had dead pixels and the HR light was very dim and hr did not work.

[EdsonFitbit]

Welcome to the Fitbit Community, @JohangH.

Thank you for trying to resolve the issue with your Fitbit Charge 3 before contacting us.

In addition to the regular restart I would recommend performing a long restart:

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. 

You can also try changing your tracker's clock face. 

Whether you continue experiencing difficulties, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

If you have any question, please let us know.

[JohangH]

Alright, as stated I have already tried that, but afterwards I decided to just shutdown the watch. I decided to turn it on and the HR light appears to be working and as a result, HR is being tracked. But unfortunately the screen didn't return back to normal, and the dead pixels are still there. I forgot to mention, but the watch is a little more than a year old.

[Karobis]

I am having a very similar issue with a Charge 3 of similar age. I tried the reboot and changed the clock face (I’m unclear as to how that is supposed to help) - no dice. In addition, the battery has stopped holding a charge. It was lasting a week but has suddenly dropped to 6 hours or so. I’m quite frustrated as this is my second Charge 3 that has malfunctioned shortly out of warranty. A product like this should definitely last longer than a year. 

[EdsonFitbit]

Thanks for visiting the Fitbit Community, @Karobis.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

@JohangH @Karobis Since you've followed our troubleshooting steps without luck, I would recommend getting in touch with Customer Support.

Please let us know if you have any questions.

[DeDurk]

I am having the same problem. I currently have 10 lines of dead pixels on my charge 3 device. I tried the regular restart, the long restart and changing the clock face. All solutions don't work. What do I do? 

Best regards, 

Moderator edit: personal info removed

[EdsonFitbit]

Welcome to the Fitbit Community, @DeDurk.

Thank you for the information provided.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

If you have any question, please let us know.

[NinaBum]

I was having these issues and more. It started by not tracking steps and/or sleep at different times.  Then the constant vibrations that would use up the battery and white lines.  Then I could only get it to work for an hour or two after short and long restarts and long charging times.  Finally the charge3 felt as if it would catch on fire after trying to charge for a short time and black screen.  I don't know any other options.

[EdsonFitbit]

Welcome to the Fitbit Community, @NinaBum.

According to our records Customer Support is currently providing assistance to your case. For more information please check your inbox.

Feel free to contact us at any time.

[Altheas]

Hi! I too am having a very similar issue with my Charge 3. In the last week it's been getting worse and worse- The side button is freaking out and way too sensitive, making the unit constantly buzz while I'm wearing it, the lines have gotten so bad on the screen I can't even read it anymore. I tried the reset, clear user data, pairing it again and changing the clock face without success. When trying the long restart method:

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*** This is where I've tried restarting it it repeatedly 100's of times, but the bar gets about 2-3 steps in before the smiley face shows up and soft-resets it. I've been succesful ONCE and it made no difference.

Also, if I manage to sync it to my phone it shows the most insane and erratic HR's as well as step counts. How can I resolve this?

[NinaBum]

Contact customer support through their messaging. They are helping me now.

[Karobis]

I contacted customer support. They were unable to help me. The warranty team offered a discount on a new Fitbit. Since this is the second one I’ve had that quit so soon after the warranty ended I’m considering going with another brand.

Sent from my iPhone

[EdsonFitbit]

Welcome to the Fitbit Community, @Altheas.

I noticed that you've been in touch with Customer Support. They will let you know how to proceed.

@NinaBum Thanks for your support.

@Karobis Thank you for your feedback.

I'm sorry to hear about the difficulties you experienced with your Tracker. Our team is constantly working to improve our products and services. 

If you have any question, please let us know.