Charge 3 black lines on the screen and stopped tracking heart rate

[KNolt]

1. Last week it randomly stopped recording my heartrate all day then the screen went dark.
2. Screen goes black and will not come back on (but still vibrates).
3. There are also two black lines that appear across the screen. 

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hi there @KNolt, welcome to the Community Forums. Thanks for the details provided about the recent experiences with your Charge 3.

As a first approach, Ie'd like you to perform the following steps below for this situation:

• Switch the Heart Rate settings from On to Off and manually sync your Charge 3. To switch the heart rate settings on your Charge 3, from the main screen of your Charge 3, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 3. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 3's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 3 once again. 
• Once it's done, restart your Charge 3 once again. To do so, press and hold the left button for 8 seconds while it is plugged into the charging cable as if it were charging. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

In regards to the blank screen and the lines across it, if the restart recommended above doesn't work, 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.