Charge 3 display corrupted

[Fruch]

My Charge 3, which is about 6 weeks old has developed a dead horizontal line about 1/5 of the way down the screen. It's like a dead pixel, but extends right across the screen and always remains black. It's not too much of a problem; info is still easy to read, but it's clearly a fault and may get worse. I intend to return it for an exchange, but am posting to let other users know about this issue.

Moderator edit: subject for clarity

[Prescience]

Hello @LizzyFitbit ,

Sadly, changing the clockface hasn't resolved anything. It looks like between 2 to 3 lines of pixels have completely died. Do you have any further advice? This mars an otherwise excellent product which I am very much enjoying.

[LizzyFitbit]

Hi @HHolgate, welcome to the Community Forums. @DeacD, @JamesWilsonJr and @Prescience, it's great to see you again. I'm sorry for my delayed response, and I'll continue helping you with your Charge 3 devices.

@HHolgate, thanks for joining the conversation. @JamesWilsonJr and @Prescience, thanks for getting back. You did a fantastic job with the troubleshooting steps! Since the issue persists, I've gone ahead and contacted our Support Team. They'll create a case on your behalf, and send you an email with more details. Keep an eye on your inbox.

@DeacD, thanks for stopping by, as well for your great advise. Just in case you'd no longer like to follow this thread or post, you can delete your subscriptions by following these steps: 

1. Navigate to your Community Settings, and click "Subscriptions & Notifications." 
2. Click "My Subscriptions" to view a list of posts, threads, and boards that you are subscribed to. 
3. To delete a subscription, check-mark the box next to each respective subscription. Then, click "Email Subscription Options" to the top right, then "Delete Selected Subscriptions."

Catch you later! 

[Tscion]

Hi @LizzyFitbit 

My charge 3 suddenly started showing dead lines of pixels so I googled and found this thread.

I bought it last Christmas and the dead pixels started appearing and increasing this week. My app and firmware is updated to the most current version. I have restarted the Fitbit twice.

I'm quite sad as I use it to track my exercises everyday!  Any help is appreciated. Thanks!

[Barcatje]

So I have my 3rd Fitbit Charge 3 now. First two were replaced under warranty already due to issues with the screen. And since yesterday it seems like I am going for a 4th one as I now have issues again... but this time different issues. No dead lines or pixels but grey stripes in the screens.

Yeah of course did a restart

[TaraSky]

I'm having the same problem but its 5 horizontal lines and 1 vertical line. Its never been in water before, I tried the solution a few times and it hasn't gotten any better. I had a charge 2 for 3 years and it never had any issues. I bought the new charge 3 for my birthday last year (Oct 2018) and this started about two months ago with just one line. Which didnt bother me but 6 lines is now excessive. 

Is there a number I can contact for the warranty to get it replaced?

[tracymom]

You have to write customerWe service and they’ll send you a new one.  I hope the new ones will not have same problem.  


Sent from Yahoo Mail for iPhone

[LizzyFitbit]

Hi @Tscion, @Barcatje and @TaraSky. It's nice to have you on board! @tracymom. I'm glad to see you here, and thanks for your great help. I'm sorry for the delay in my response.

@Tscion and @TaraSky, thanks for bringing his to my attention. @Barcatje, I appreciate the picture provided showing your Charge 3's behavior. I understand how important is to have your device working correctly, and I'm sorry that you're having this situation. Since you've tried the restart process, I'd recommend to try changing the clock face of your devices in the Fitbit app.

Please give it a try and keep me posted.

[Tscion]

Hi @LizzyFitbit 

Thanks for the suggestion! I've just tried to change the clock face to several different ones, but the dead pixels remain.

What else can be done? I bought the watch in December 2018. I hope the limited product warranty covers display issues?

[Barcatje]

@LizzyFitbit Obviously changing the clock face doesn't do anything. In fact I wonder why everyone is getting this advice with such strange huge screen issues. Surely changing a clock face doesn't solve such a major issue with a whole screen... you know that right?

[LizzyFitbit]

Hi @Tscion and @Barcatje. It's nice to see you around.

Thanks for getting back, as well for your efforts in trying the steps from my post. Great job! These troubleshooting steps are advised you to try, as they've worked for some other users, but I see your point of view and I'm sorry that your devices didn't respond correctly. I've requested a case on your behalf so you can receive further assistance. Be sure to check your inbox.

If you need anything else, feel free to reply back.

[TaraSky]

@LizzyFitbiti changed clockfaces and still the dead cells. I'd post a picture but it wont allow me to do it through my cell phone. Can i please have the email or phone number to call for a replacement. 

[adimacale]

My screen had vertical lines through it. It just started happening one day. I have not been able to fix even with a reset.

[randombeatsuk]

Is this a common problem then? My wife's has just started doing the screan thing 

[KimD.]

It does seem common however my replacement has not given me a bit of
problems

Kim
--

*Kim*

[adimacale]

They're sending me a replacement! Great customer service!

[shieldb]

Running into the same thing here - it just started happening last week, but is making it super hard to look at the screen for information. Actual tracking seems to be working AOK, though. I haven't ever taken it in the water or anything (though I'm sure water has gotten splashed on it while washing my hands or something).

I've gone through the restart process a couple of times with no luck on that resolving the issue. Changing the clock face also doesn't resolve the issue, though some of the faces are a bit easier to read based on placing content in areas that aren't dead.

Glad to know it's not just me or something, at least!

[BNW]

Mine also started having the white vertical lines since the firmware update.

Tried changing clock face and restart but white lines still persist.

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance with your concerns, sorry for the delay in responding your posts.

I'm sorry to know that you're experiencing difficulties with the display of your Charge 3 devices, totally understand how frustrating this situation can be for you guys. For the new members that are participating in this thread, my best advise will be to try the troubleshooting steps that were posted by @LizzyFitbit in her previous post. If after trying such steps the issue persist, please try the following:

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. 

The steps above are to try our long restart process, which is completely different than the restart process mentioned on her previous post. If by any chance you continue experiencing difficulties, I recommend to get in touch with our Customer Support team to receive further assistance or you can contact me back to create a ticket with them. 

Also, for any warranty-related inquiry, please check our warranty policies here. 

I'll be around, please keep me posted guys. 

[beeker170572]

Mine also started having the white vertical lines since the firmware update.

Tried changing clock face and restart but white lines are still there.

Annoying as it is an excellent tracker otherwise - please help, is it the firmware update causing the issue?

[SGfit79]

I am having the exact same issue.  I have black horizontal lines throughout my display.  My fitbit charge is only 4 months old.  It has been great and I have been using it daily since I got it in April.  Now it is barely readable with all the lines.  I have done the the clock face change, soft reset with the smiley face, and the long reset without any improvement.  Came here and saw I wasn't the only one.  Kinda of disappointed to find out this is a known issue.  I just purchased my wife a Fitbit inspire HR because was jealous of my charge, now she is worried this will happen to hers as well.  Any help will be appreciated, thank you