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

[LizzyFitbit]

Hi @beeker170572 and @SGfit79. Welcome to the Community Forums. I'm sorry for the delay in my response.

@beeker170572, thanks for letting me know about your Charge 3. I'm sorry that the screen is having this behavior, and let's work on this together. Since you've tried restarting it and changing the clock face, I'd recommend to perform a long restart with the steps posted by @RicardoFitbit.

@SGfit79, thanks for the picture provided, as well for the steps that you've tried so far. I understand your concern about this and since the screen isn't responding correctly I've contacted our Support Team so they can create a case on your behalf. You should receive an email with more details soon.

[mikeisthird]

Hi there.

I need to jump into the conversation with the same issue. I got my charge 3 in early May as a replacement for a charge 2.  In the last week or so, I noticed a black line show up in the display. Searched up the issue and found this thread. I've tried both the reset methods described earlier as well as changing up my clock face, all to no avail. Can send pictures to someone on a support team, if given the right directices to do so.

Thank you so much.

Mike

[mikeisthird]

Here's a photo after changing my clock face.

[LizzyFitbit]

Hi @mikeisthird. It's good that the community is growing! I'm sorry for my delayed response.

Thanks for letting me know about your Charge 3 and the picture provided. You did a fantastic job with the troubleshooting steps, and let me help you with this. Since the screen is still not working, I've gone ahead and requested a case on your behalf so our Support Team can give you a hand. You'll receive an email with more details, keep an eye on your inbox.

See you around! 

[Lbeks]

I’m having the same problem and have not been able to correct the issue. More lines pop up every day. How do I go about getting it replaced? I purchased mine last fall. 

[shieldb]

I don't work for Fitbit or anything like that, but as someone who's got a replacement on the way for this exact issue, I think you have a few options:

• Just put in a support ticket via https://help.fitbit.com/?cu=1 - I did that (I picked the email option because that fit in to my schedule better) and referenced my post on the issue in this thread.
  • I got a reply within a day or so (super fast considering I put my ticket in over a weekend!), acknowledging the issue and asking me to go through a few steps to try to reset/etc my Charge 3 to see if that would resolve the issue. I had gone through the steps previously but I was happy to try again because it only took a couple of minutes, and if it worked then I'd be back on track 🙂
  • The reset steps didn't get things back on track for me, so I got authorized for a replacement unit shortly afterwards and that's due to arrive in the mail in a day or two now.
• Keep posting in this thread and hope someone like LizzyFitbit or one of the other Fitbit employees/moderators/support team sees your post and puts in a ticket / authorizes a replacement unit for you.
• Just buy a new Fitbit and be done with it. I'd imagine 99% of folks seeking help with issues on this forum aren't independently wealthy or something like that, but outside of running through the reset steps and having it get cleared up, just throwing money at the problem shipping a new unit next day from a store (Fitbit.com, Amazon, etc) is probably fastest. This option is way outside what's reasonable for me, but everyone values their time differently!

Good luck getting things back on track!

[LizzyFitbit]

Hi @Lbeks. It's nice to have you on board. @shieldb, great to see you here! I'm sorry for my delayed response.

@Lbeks, thanks for letting me know about your Charge 3. I understand how you may be feeling about this situation and I'll help you out. If you haven't not done so, I'd recommend to check the steps that were posted here, as they've worked for other users. Give it a try and keep me posted so we can work on this together. You can also check a look to the great information provided by @shieldb right above.

Let me know how it goes! 

[linda.whitridge]

My daughter's FitBit Charge 3 is having a similar problem. The screen was unresponsive. We "restarted" the device, a few times saw a white line across the screen that disappeared. A few times a smiley face appeared briefly and then went dark. We followed all advice we found, removing the device from the charger after the smiley face, etc.  The device also won't connect to the app so we can't change the clock face to see if that fixes the screen (as the device is not found / won't sync). 

Should we return the device / how is this done? Or is there another fix idea? 

[LizzyFitbit]

Hi @linda.whitridge. It's great to have a new face around!

Thanks for telling me that your daughter's Charge 3 is having this behavior. You did an amazing job with the troubleshooting steps, and I'm sorry that it's not able to sync correctly. Although you mentioned to have followed all advice you found, may I know if you've also tried performing a long restart, which is different from the regular restart? If not, I'd recommend to give it a try by following the steps from this post. If the issue persists, feel free to let me know.

Keep me posted!

[meemz]

My screen started with the line of dead pixels and has progressed to a mostly black screen with just a few white dots. I’ve followed the restart instructions several times now with no luck. Can I do anything else about this?

[LizzyFitbit]

Hi @meemz. It's nice to have you on board! I'm sorry for my delayed response.

I'm sorry that your Charge 3's screen is having this behavior, and thanks for restarting it prior posting. Nice job! Since the issue persists, please try changing the clock face, as well performing a long restart with the steps that were posted here. Give these steps a chance and let me know how your Charge 3 responds.

I'll be around, keep me posted!

[BrandyFernan]

I'm having the same issue. Tried all of these steps and still nada.

[SandhyaKodamart]

Hi,

I am having a similar issue. Getting white lines as background in Fitbit Charge 3. Picture attached. Please advise.

thanks

Sandhya

[Hmd138]

I bought my charge 3 on Valentine's day of 2019 and since June of 2019 I have 4 horizontal lines and I can not get my screen to go bright. I tried resetting it couple times and it did not work to fix it. Is there any way that you or someone can help me. Please and thank you

[RebeccaHSK]

Hi, I'm having the same issue. Mine was bought in February and within two months a line of pixels died, and won't come back with a restart. I decided to ignore it but in recent weeks two more lines have died and I'm concerned that it will only get worse. Please advise. Thanks!

[SunsetRunner]

I had the same issue.  It took a while but eventually Fitbit replaced my Charge 3.  I have not had any issues with the new one.  It may be a fault in the supply chain that impacted a large quantity of Charge 3’s.  Keep trying until Fitbit exchanges it.  Good luck. 

[DColl13]

My Charge 3 also has dead pixels (horizontal black lines) which continues to get worst every week.  I can barely read the display now.  I have tried resetting, hard reset, and changing the display several times with no improvement. Given the number of users with the same exact problem, this is clearly a flaw in the unit itself.  What do I need to do to get a replacement?

Please note that am unable to attach a photo to this note but get an error message.  Very frustrating.

[ALC20187579]

I have the same problem with my screen but the "solution" doesn't work. I've reset it, unpaired and repaired, changed the clock and nothing help. So is there another solution somewhere?

[MichelaS]

I am having the same issue, but when I tried restarting my Charge 3 the screen doesn’t come on.  I only had my Fitbit for about 10 months

[BrandyFernan]

If you have tried all the solutions and none worked, I suggest reaching out to FitBit support. They were very helpful and will advise you on what to do next.