Charge 3 clock face crashes and freezes

[ds18]

I just got the new Charge 3 and my watch face keeps freezing and crashing. I have reset it several times and it has been saying it is at about 89% and will work for a few hours before crashing again. The green light underneath continues to flash even when the watch face does not work.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@ds18 Welcome to our Fitbit Community! I'm sorry to hear that your Charge 3 clock face freezes and crashes all of a sudden. Since you already restarted it several times before contacting our forums, which is appreciated, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You should receive an email from them soon.

Let me know if you have any doubts! 

[ds18]

Thank you! Last night I "removed" the device from my phone and waited a bit
before re-adding it. So far it has not crashed again and seems to be
working ok- I will contact you again if I continue to have issues.

Thanks, Demi

[Baddog810]

Exactly the same has happened to my new Charge 3. Is 24 hours old. Suddenly looks dead (no screen, and non responsive), however green light still flashing on the back.

i don’t even know how to reset it - no instructions anywhere!

[JuanJoFitbit]

@ds18 I'm so glad to hear that your Charge 3 started working again. Thank you for posting the update here and don't hesitate to let me know if you see something unusual.

@Baddog810 Thank you for joining us in this thread and our Fitbit Community! I'm sorry to hear that your Charge 3 display freezes and crashes. Please restart it as described in this help article. This will refresh your tracker internally.

Let me know how it goes! 

[Jonese97]

Mines doing the exact same thing and I got it on the 16th October!  I don’t know how to fix it. I’ve reset it and still having this issue. 

[ds18]

Reconnecting and resetting my device works as a temporary solution but my Charge 3 continues to crash about every other day

[JuanJoFitbit]

@Jonese97 Thank you for participating in our Fitbit Community! I appreciate the time you took in order to try the restart process. Since the issue persists, I'll send your case to our Customer Support team and they'll be happy to follow up.

@ds18 I would like to follow up on your case and would like to know if our Support team provided a solution.

Let know if you guys have any doubts! 

[mpf73]

I purchased my first Fitbit, the Charge3, and am having the same problems as the people on this thread. The face of the clock is gone, but the green light is on. I have reset the device several times, unpaired and re-connected to my phone several times; however, the problem persists. I'm hoping for a solution before I return it and look for something else.

[MarreFitbit]

Welcome to the Fitbit Community @mpf73! Sorry to hear you've been experiencing this inconvenience with your Charge 3.

I've seen that you reached out our Customer Support Team after posting in the Community. It seems you're getting a replacement, so please keep an eye on your inbox for further updates.

If there's any questions present, let me know. 

[ds18]

I am still having many issues with my Fitbit freezing and not synching properly even after several resets. I have not heard any further news from the support team. If this problem does not resolve, is there any way I could send mine in for a replacement?

[MarreFitbit]

Hey there @ds18, thanks for jumping in here!  Thanks for following the tips and recommendations posted here. 

I've taken the time to review your support case and I noticed that our team sent to you some instructions for you to followed, but you haven't reply yet. Can you please check your inbox and reply back to them?

If there's any additional questions, let me know. 

[theeedictionary]

I’m having this same problem. Is there a patch that can be released to fix this? Won’t respond but sometimes shows screen when I’m not even pressing the button or screen.

[SunshineAM]

I bought one for a gift and it did it within 24 hours.  He gave it back to me because number one it wouldn’t keep a charge and number two it keeps crashing- black watch face and no data is syncing. We removed it and reinstated it three times and now He removed app from his phone and I’m going to load it into mine to see what’s up - any other ideas? 

[barridaniel]

My fitbit charge 3 crashes about every 3 weeks.  I have to plug in to the computer and reset every time it happens.  No clue what triggers it.  I'm never in high activity, the battery is charged daily.  I'm not sweating or in water when it crashes and it's never been wet either.  Never had issues with charge 2 and am now considering a different watch altogether.  Have had this since it was released.

[Jimbobh]

Every week my charge 3 crashes and I have to restart it.

[SunsetRunner]

Got the Fitbit Charge 3 for Christmas.  Periodically just goes black, without regard to the state of charge.  The fix I have used is to connect to charger, which usually produces a smiley face, and then the screen comes on again.  HOWEVER, unlike low charge situations, the Fitbit does NOT collect and save data during the black screen intervals.  If it occurs during a long exercise interval, that exercise interval will not be recorded, even if the charge level is over 90%.  This is pretty annoying.  i want a fix for this or my money back.  Thanks.

[SunsetRunner]

I see now from the other entries, that a restart is recommended.  That's essentially what plugging it in and getting a smiley face does - it is a restart.  Obviously one cannot do this when out and about and the fitbit 3 crashes because it is dead and unresponsive.  The only way to restart is to plug it in when you get home.  Day lost.