Charge 3 black lines on the screen

[Jensol17]

Has anyone had black lines show up at the top of their screen?  Like pets of the screen went out?  I noticed it about 4 months ago and has not gone away.  Any advice?

Moderator edit: updated subject for clarity

[AThomo]

I have them also. I noticed them the other day and then I had a blank screen this morning.  Hopefully somebody can help

[MarreFitbit]

Hello @Jensol17 and @AThomo, welcome to the Community Forums. Thanks for letting me know about the black lines on the display of your Charge 3 trackers. 

I'd recommend to restart them by following the steps below:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Give this a go and let me know the outcome. 

[Jensol17]

I did do that twice yesterday. No change.

Sent from my iPhone

[MarreFitbit]

Thanks for getting back @Jensol17 and let me know the outcome of the steps recommended. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

Let me know if there's anything else I may do to help you in the meantime.

[SunsetRunner]

I have the same issue. Have done the simple reboot as you’ve suggested & even the long reboot to no effect. 

Please help

[Mmastery]

I did the reboot to the smiley face and it had the lines through the eyes.

Alberto

Moderator edit: removed personal information

[MarreFitbit]

Hi there @SunsetRunner and @Mmastery, thanks for following the steps I recommended above.

Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

[AThomo]

Have just done the reboot and there are still black lines on the screen

[SunsetRunner]

I have the same black line in my charge 3.  I have reed all of the tips you listed with no luck. Now the display is getting to the point where it is unreadable.  Do you have any for suggestions or tips?

[NadineOpperman]

I have the same problem! Noticed a single black line this morning... Hours later more lines appeared... have tried restarting, charging and changing clock faces... no luck.

Please Help!!!

[MarreFitbit]

Hi there @AThomo and @SunsetRunner, welcome to the Community Forums. Thanks for the steps you tried in order to fix the screen on your Charge 3 trackers.

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

Hello @NadineOpperman, welcome on board. I appreciate you've taken the time to restart your Charge 3 and change the clock face prior to posting here. 

I was about to create a support case on your behalf too, but I've seen you contacted our Support Team after posting here and that they have helped you with this. I'm sure that from now on, everything should be working correctly.

Let me know if there's anything else I may do to help you.

[Jensol17]

Hi there!! 

Nothing has worked.  The lines are still there. What would be our next steps?

[Avid-swimmer]

This is happening to me on my charge 3 as well.  Uuugghhh - I've tried the restart and long restart.  Any thoughts?  It's hard to read the heart rate cant tell if its 120 or 170 🙂 except that my heart is beating out of my chest 

[NadineOpperman]

I have taken my fitbit back to the store that it was originally purchased from and got given a new one with no questions asked. 

[MarreFitbit]

Hello @Jensol17. I created a support case on your behalf the last time you posted here. Our Support Team haven't heard back from you since 01/24, in order for them to address the issue with your Charge 3 display, could you please reply back to the email they sent to you? Note that the case was created under the email address you use for your Community profile. 

I'm glad to hear that @NadineOpperman. 😉

Hi @Avid-swimmer, welcome to the Community Forums. Thanks for the details provided, since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

[Shellybeans80]

Hi the line is on my charge 3 as well. I’ve tried restarting it but the lines are still there.

[vmmesa]

Good evening,

I have the same problem; I did the reboot and the lines are still there. It is hard also to get to other screens. Looking over the time of the reports it seems that this is all across many Charge 3s!

[vmmesa]

and my bands are white and back...

[MarreFitbit]

Hi there @Shellybeans80, welcome here. Thanks for the steps you've tried so far. I've created a case to get you in contact with our Support Team about this. Please keep a lookout in your inbox to the email address associated with this Fitbit account. They will reach out to you shortly. 

Hello @vmmesa, it's nice to see you around. I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. 🤗

I'll be around if you have any questions present.