Charge 3 Screen Corrupted

[RighteousDiego]

I've been having issues with a nearly 1/3 corrupted screen on my Charge 3 for a little over a month now (steps no longer visible at the top, several unillumining horizontal lines). Woke up this morning to that plus a now grey-scale face making it even more difficult to even read the time, let alone any of the other functions.

It charges fine and syncs with little issue, but not being able to see my step-count kind of defeats the purpose, and not being able to read the time pretty much defeats the rest of the purpose.

I have tried resetting several times, and although the smily face (somewhat) shows - denoting a successful reset - there is no change in either the greyscale or unilluminated lines. I have aso tried changing the clock face to no help whatsoever.

Moderator edit: format

[NellyG]

Hi @RighteousDiego  I have flagged a moderator to come and help you.

[DavideFitbit]

Hello @RighteousDiego, welcome to the Fitbit Community forums. 

Thank you for sharing this information about what you've experienced with the display of the Charge 3 and confirming that you already tried the standard restart procedure described here and changing the clock face option.

Before considering other options, please make sure that you've also followed the steps listed here below to complete the long restart procedure: 

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.

Please keep me posted on the outcome. 

[RighteousDiego]

After trying this several times, nothing happened after the smily face icon ocurred, despite maintaining a constant hold on the button.

[DavideFitbit · Accepted solution]

Hello @RighteousDiego, thank you for your reply and confirming that you already tried the suggested steps.  

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know about the outcome. 

[RighteousDiego]

@DavideFitbit after a few E-mails back and forth gathering information, they are sending a replacement. Thank you for working with me to get this issue resolved as well as elevating to a higher priority.

[DavideFitbit]

Excellent, that's good news @RighteousDiego, thank you for the update.  

[RighteousDiego]

I'm not certain if it's appropriate to repost under a settled topic (I can create a new topic if necessary - I just didn't want to overload the boards), but I'm starting to have the same issue from the replaced from this topic. In addition to that, it will no longer charge.

Again, I have tried as many of the troubleshooting steps as I can (given it doesn't acknowledge the charger).

Now I'm concerned it might be something I'm doing? I'm avoiding getting it wet (despite it being labeled as appropriate for swim-tracking), when I clean it to get the dead skin and such off I use a dry microfiber cloth, and it's never in a position where it's at risk for impact with any surfaces.

[DavideFitbit]

Hello @RighteousDiego, sorry for the late response. 

Thank you for sharing this information about the trouble you've been experiencing with the display and confirming that you already tried a few steps to try to resolve this. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know about the outcome.