Charge 3 black screen and won’t restart

[CoreyH518]

My Charge 3 screen has been blank for the last few days.  I’ve changed the clock face multiple times and used the charger to try and force a restart. Neither has yielded any results.  The device is still syncing and vibrating.

Moderator edit: format.

[DavideFitbit]

Hi @CoreyH518, welcome to the Fitbit Community forums, I'll be glad to help you with this.  

Thank you for the information you've provided regarding the problem with the screen of your Charge 3 and for confirming that you already tried the standard restart procedure described here and changing the clock face option. 

Before considering other options, and besides the troubleshooting steps that you already tried, 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. 

Keep me posted on the outcome. 

[Neal1]

Well, I’m bored, lots of blank screen posts, so I’ll share this! 😉

Mine was put in sleep mode, if you can still see the face in a dark room, navigate to settings (swipe from right till the last), tap, scroll to sleep mode, tap.  Or plug it in, hold side for reboot, look at screen, and if sleep mode should be on the screen, then tap that.

If totally black, I’d have no idea except the reboot, and you probably know the steps.

[DavideFitbit]

Thank you for sharing this info @Neal1.  

[Superlady7]

Did not work,

[CoreyH518]

Unfortunately, that did not correct the issue. My device vibrates as indicated but there is no change to the screen.  I’ve also verified that it is not in sleep mode.

[ClaireBlack82]

Did you get your screen sorted? Mine is also black, tried restarts, changing clock face nothing works! Nothing showing on the screen at all no matter what I do, but it is vibrating and still recording data?!? Helping 

[Rromijn58nl]

That doesn’t work on my device.

[ShilpaPathi]

Hi David,

The device is recording the stats and connected to Fitbit app on my mobile but I am not able to resolve the black screen issue and I tried everything mentioned in your post.

Please help.

Thanks,

Shilpa

[JKquilter]

I have tried all of your suggestions and basically one cannot make out what is on the screen.  The device beeps and syncs with information but one cannot read what the screen says,

[DavideFitbit]

Hi, thank you for all your replies and welcome to the new users in the Community @Superlady7 @CoreyH518 @ClaireBlack82 @Rromijn58nl @ShilpaPathi @JKquilter. Sorry for the late response. 

Thank you for sharing that you're still experiencing trouble with the display and confirming that you already tried the suggested troubleshooting steps. 

@Superlady7 @Rromijn58nl  I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. 

@CoreyH518 @ClaireBlack82 @ShilpaPathi @JKquilter, I've proceeded to send your information to the Customer Support team as well, so you should be getting a reply soon. 

Let me know if you have further questions.  

[TLink]

Hi! Can you open a ticket for me as well? I am also experiencing a blank screen. I have followed all the steps but so far no luck. 

please help!

[Beadstork]

Please open a ticket for me as well. I've charged it (nothing shows on the display, but the charge works), I've tried changing the clock face - nothing. Tried the 15 sec hard reboot - nothing. I can't read ANYTHING on the screen no matter what, so I can't check about sleep mode either. 

The Fitbit app on my phone is working fine and everything is synching. 

I actually got someone on chat a few days ago, and they suggested reboot. For some reason chat doesn't work on my phone because it gave me no way to type a response, so the rep typed that since I hadn't responded, he was hanging up, and I had no way of telling him otherwise. 

I see the same complaint after complaint in this forum, so it is obviously a very common issue. There is a serious problem with the Charge 3, and I can find no solution on the forum anywhere. 

[i7869974]

Hi Dave,

Like a lot of other charge 3 owners, I'm having this exact problem.  It started with a corrupted display, and then went completely blank. I tried the 8 and 15 second reset process, no luck. Tracker is still connecting to my phone and working, the screen is completely blank.

I also tried letting it go completely flat and hoped the power cycle would fix it. No luck.

I've changed the fitbit default clockface to another one and back again, still no luck.

Please advise / pass my details to Customer support for RMA.  Tracker is 11 months old.

[hprice87]

Hi, I spoke with support on Twitter on Sunday and they opened a case for me for this exact same issue, I am yet to be contacted.

My Charge 3 is not even a year old and it’s extremely frustrating as my the Fitbit only seems to be tracking auto tracking my cardio and I obviously can’t set it due to the screen issues. Please can you find out what is happening.

thanks 

Moderator edit: removed personal info

[CMenasco1003]

I would also like to open a ticket. I have followed all the recommended steps thus far and nothing is working. 

[DavideFitbit]

Hello @TLink @Beadstork @i7869974 @hprice87 @CMenasco1003, and welcome to the new users in the Community. 

Thank you for your reply and confirming that you already tried all the suggested steps and that you're still having trouble with the display of the Charge 3. 

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. 

@hprice87, I sent your information to Customer Support as well, but I was indeed informed that you already have a case created with them and they're providing you with further assistance. 

Let me know if you have any other questions. 

[Beadstork]

Dear David, 

Thank you for going ahead and opening the ticket - I'll be anxiously awaiting the answer as I use the Fitbit as a watch and constantly have to find and check my phone to get the time - very inconvenient when I'm out doing yardwork. 

What is happening if none of these ticket responses are fixing the issue? It's obvious this is becoming an extremely common bug for the Charge 3 - all the forum questions seem to be about this. 

Even if the warranty has expired, it is seems like Fitbit should replace these devices free of charge, as it is responsible for the common loss of function, as it is obviously a Fitbit bug that is ruining the experience for a lot of people, which may lead to a large number of disgruntled reports and ratings on the Google store comment section. I've seen some already, and people seem upset that they have had to pay to get a functional one, which is obviously not a good reputation for the product to have. 

Thank you for the attention to this detail. It really is crucial that I be able to read my device. 

Moderator edit: format

[hprice87]

Hi I appreciate you looking but I already told you I had a case open. I want an update on it. It’s been a week since a “case” was opened and I haven’t heard a thing. The Fitbit is under warranty and realistically another device should be on its way to me but at the very least I should have been contacted by now. Simply not good enough.

[DavideFitbit]

Thank you for your feedback about the quality of the product @Beadstork, as you've mentioned, there are numerous reports about this problem with the display. The team of developers has been informed about this and they continue to work to improve the quality of Fitbit devices. Thank you again for sharing your experience with this. 

@hprice87, it seems the Customer Support team had already sent you a reply, please make sure to check on your spam folder. However, I've sent them your information again so they can provide you with an update. 

Let me know if you have further questions.