Charge 3 black lines on the screen

[Fatal_Error]

Hello, 

My Charge 3 is only 7 months old and it lost a line of pixels a few days ago and every day it is losing more and more. I can provide a picture if needed. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Fatal_Error, welcome to the Community Forums. Thanks for the details provided in your post and for being willing to share a photo of your Charge 3's screen. I'll be glad to help you with this.

In order for me to better assist you with this, please try the steps below if you haven't done so yet:

1. Check in the Fitbit app if your Charge 3 is still syncing, if so, try changing the clock face to a different one by following these steps : How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. Restarted your device by following the steps from this help article: How do I restart my Fitbit device?

I'm looking forward to your response, keep me posted. 

[Mjbristol]

I am having same issue

Mary

[Fatal_Error]

Sorry, I forgot to mention I had tried changing the clock face and resetting/restarting it using both the charging cable and internal restart.

[MarreFitbit]

Hi there @Fatal_Error, thanks for getting back and for the additional details provided. I appreciate you've taken the time to follow the tips and recommendations I provided. 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 as soon as possible since our support options are limited and wait times are longer than usual. We hope your issue is solved soon.

Hello @Mjbristol, welcome here. So I can move forward and helping you in a better way, would you mind checking this post and try the steps I recommended? 

Keep me posted, I'll be around. 😉

[KarenL25]

Hi I am having the same issue, the lower half of my screen has lines through it making reading the data very difficult.  I changed the clock and reset the device but it still not legible.  Any advice or referrals would be greatly appreciated. Thank you!

[MarreFitbit]

Hi there @KarenL25, welcome here. Thanks for letting me know that you've tried the steps I suggested in my first post in order to fix your Charge 3's screen. Due to none of those steps worked, I went ahead and created a case for you with our Support Team. Someone will reach out to you to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

We hope to have you back on track soon.

[Mjbristol]

I had tried all that before posting, but just tried again I actually now have 2 more lines of pixels missing

[Revdixjr]

I am having the same issue with lines of dead pixels on the face of my Fitbit Charge 3. I have restarted it and changed the clock face. Nothing has helped. Thank you very much for your consideration and assistance.

[AutobusMG]

Got my charge 3 in September after my well used charge 2 stopped holding a battery charge. The black lines started a few weeks ago.  I have attempted the reset they mention in these forums numerous times but the lines keep getting worse. I even switched the clock face a couple of times but new black lines keep popping up.

[cgibbs09]

The exact same thing has happened to my Charge 3, I got it for Christmas and in the last month or so more and more black lines have taken over the screen to the point where some parts of the screen are unreadable.

[MarreFitbit]

Hi there @Mjbristol, @Revdixjr, and @AutobusMG, welcome in the Community Forums. Thanks for the details shared in your posts and for confirming that you've tried the steps I recommended in my first touch here. I went ahead and created a case for you with our Support Team. Someone will reach out to you to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual. 

Hello @cgibbs09, welcome on board. So I can move forward and helping you in a better way, would you mind checking this post and try the steps I recommended? 

I'm looking forward to your response. 

[mstoops]

I'm having the same problem with mine. Started about a week ago. Purchased it in March 2020. Getting progressively worse.

Looking for an easy fix, but it sounds like I need a support case for a replacement.

[Cowleyc]

 This is how my Charge 3 looks at present. I have tried to reset as per posts above but it does not fix the problem.

[cgibbs09]

@MarreFitbit thanks, I have tried all of the steps recommended - restarting multiple times and I have changed the clock face multiple times too but the lines are still there.

[mstoops]

@MarreFitbit  Here is what mine looks like at the moment. Getting worse...

[MarreFitbit]

Hi there @mstoops, @Cowleyc, and @cgibbs09. Thanks for the photo attached in your post, I'm sorry to hear that your Charge 3 devices look like that. I appreciate you had followed the tips and recommendations provided 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. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.

[mstoops]

Thanks @MarreFitbit, I appreciate your expedition action on this. I'm heading out of town next week and although I was hoping to have it resolved by then, I really don't expect it due to the current conditions.

Sounds like this may be a systemic problem with the Charge3 based on the number of incidents reported on this thread alone. Hope we can get to a remedy quickly.

-Mike

[mel64]

Hi @MarreFitbit , this seems to be a common problem that I am also experiencing, black horizontal lines and white vertical lines making the screen unreadable. Have already tried resetting/restarting and changing the clock face, all to no avail. I am also experiencing very short battery life, less than 12 hours between needing to re-charge. Can you please create another support case to help me out too?

Thank you.

[MarreFitbit]

Hey @mstoops, you're welcome. Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Hi there @mel64, thanks for stopping by. Thanks for the details provided in your post and for taking the time to already fix your Charge 3.

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We your issue is solved soon.