Charge 3 device screen not working

[Alana_]

Hi there,

I have a Charge 3 device. The battery is charged and is syncing with the app; however, the screen on the actual device is not working. Please can you advise?

Thanks

[LiliyaFitbit]

Welcome to the Fitbit Community, @Alana_.

I've moved your post to Charge 3 board so we can keep our forums organized. 

I am sorry to hear the screen on your Charge 3 is not working. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

Let me know if you have any questions.

[Sarah_100]

Hi Alana

How did you sort the problem? My screen isn’t working either!

Sarah

[Alana_]

Hi there, I tried all the different things suggested like changing clock
faces, making sire the software was up to date, charging it fully and
restarting it by connecting it to a laptop using the charger and holding
the button for up to 15 seconds. Nothing worked so I contacted customer
support and explained everything and because I am still under warranty they
are sending me a replacement. Goodluck with yours!

[Sarah_100]

Thanks! Glad it’s ok now.

Sent from my iPhone

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Sarah_100. Thank you for your reply, @Alana_.

@Alana_ I am glad to hear that you had a good experience with our Support team and now you'll receive a replacement. Thank you for posting the update here.

@Sarah_100 thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your efforts and I am here to assist you. I recommend doing the following:

1. Change a clock face: How do I change the clock face on my Fitbit device? 
2. Restart your device by following the steps from this help article: How do I restart my Fitbit device?

Keep me posted on the outcome. 

[Sarah_100]

Thank you. All sorted now after restart.
Sarah

Sent from my iPhone

[LiliyaFitbit]

Hi @Sarah_100, thank you for your reply.

Great to hear that you got it sorted! Thank you for your time and feedback. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Keep on visiting the forums. Happy stepping!

[RsiHtz]

I am also having this issue. I have tried resetting my fitbit and nothing has worked.

[LiliyaFitbit]

Welcome to the Fitbit Community, @RsiHtz.

Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your efforts to resolve this by doing a restart. Have you tried to change a clock face: How do I change the clock face on my Fitbit device? 

If the issue persists please try a long restart process. To do so:

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.

Let me know how it goes, I'll be around. 

[RsiHtz]

Did both. The light on screen never came on
Regards, Rose

[LiliyaFitbit]

Hi @RsiHtz, thank you for your reply. 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[RsiHtz]

Yes , have tried again and there is no light, can feel vibrations. Results
showing up on App, not sure if they are accurate. I have not had this
watch long and is my second Fitbit. I have had 2 Afib's and that was the
reason for the watch to be able to view my heart rate.
(cannot see anything on the phone screen)


Regards,
Ros