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

[BrandyFernan]

Are you following the steps fitbit support provided? I suggest reaching out to them they will provide you with some additional things to try and If still no luck they will advise you on how to get it replaced.

[Sparky5]

My Charge 3 no longer shows my sleep hours on the device.  And it doesn't always show any activities on my computer.  It will stop downloading info after a few days and I'm unable to reboot it.  When I plug the charger in my computer and device and hold the button down, it is not bringing up the "Smiley Face" or correcting the errors.

Did I get a lemon?  Got the original Fitibit back in 2003 and loved it.  Went through 2 of them.  Just got the Charge 3 in the last year and I'm very disappointed.

Sparky

[ALC20187579]

I've done everything that was suggested but this is obviously an issue with the charge 3, they should have recalled this group of product and dealt with it instead of having hundreds of people complaining about an issue that they have been aware of for some time 

[SamHorsburgh]

Hi Alejandra, can you please help me as well.  My fitbit is 3 weeks old and the black lines appeared after the first week.  A reset has not solved the problem and I think more lines are appearing.

[Mikey13]

Good day.

I have a Charge 3 and have had it since Christmas this year. I have the same issue with multiple lines running across the screen. I have tried restarting the device multiple times. Please can you update me on what I can do. I live in Malaysia by the way.

Regards

[Army2019]

My Fitbit changed 3 had begun to have missing pixels. I have reset it several time with no success of restoring  the pixels. I currently have three horizontal lines on my screen. This was a gift from my wife for Father's Day 2019. Help

[KimD.]

Definitely report this to the people in the customer services department.
They were great with mine and had one sent to me in no time at all. I
enclosed a picture of the face of the device showing the missing pixels.

Good luck
Kim
--

*Kim*

[SamHorsburgh]

Thanks Kim.
Sent from Mail for Windows 10

[Cbrown1980]

Why do you keep suggesting the restart as a troubleshoot? It clearly isn't the problem, as most of the people having lines show up on their screens causing blacked out areas are not having success with this option. Mine has developed lines throughout half of the screen, and has gotten worse in just a week. I've had my fitbit charge 3 for about 10 months. I'll never buy another one!

[LizzyFitbit]

Hi everyone. I'm glad to see you here in the Community Forums, and welcome to our new members. I'm sorry for my delayed response and I'll continue helping you with your Charge 3 devices.

@BrandyFernan and @KimD., thanks for stopping by and helping our friends with their devices. If you happen to have any other question, feel free to let me know.

@Hmd138, @SamHorsburgh, @Mikey13 and @Army2019, thanks for joining this thread and letting me know about your Charge 3's behavior. Since you've tried the restart, may I know if you've tried changing the clock face and performing a long restart with the steps from this post? If not, please give it a try and let me know how it goes.

@ALC20187579, you've done an amazing job with the troubleshooting steps! Thanks for the time taken to work on your Charge 3 and I've requested a case on your behalf so you can receive further assistance. Keep an eye on your inbox.

@Sparky5, I'm sorry for the issues that you've experienced with your Charge 3, and thanks for explaining its behavior. I understand how you're feeling about your device not working as it should, let me help you out with this. Just to confirm, is the display corrupted as others have reported in this thread? If that's the case, please try restarting it and changing the clock face. Then, perform a long restart with the steps posted here.

Since you're having issues with the sleep and exercise data, I'd recommend to verify that your Fitbit device is syncing correctly as this will affect your information and how it's displayed.

@SandhyaKodamart, @RebeccaHSK, @SunsetRunner, @DColl13 and @Cbrown1980, thanks for letting me know about your Charge 3 devices. The troubleshooting steps were suggested as they've helped other users with this situation and I appreciate you for your efforts. I was checking with our Support team and apparently your cases are already on their hands as they were providing you with assistance.

Keep me posted.

[SunsetRunner]

I noticed my FitBit Charge 3 had a dead pixel line about 4 or 5 months ago.  I bought it in 2018 November and figured the warranty had expired, so I didn't do anything about it. I have tried resetting it using the instructions here, but the line is still firmly there. I don't know if there's anything to be done for it, but I wanted it recorded somewhere that this seems to be a common problem.

[andrikeev]

Hi!
My Fitbit Charge 3 had begun to display a line of missing pixels at the top of the screen a week ago. I have reseted it several times with no changes.
Bought it in October last year.

[Hilde_Rey]

Dear @AlejandraFitbit,

My fitbit has a bunch or vertical lines in the display when it should just be black. Like you suggested I tried to restart the tracker but unfortunately that hasn't solved the problem. What are the next steps to solve this issue?

Look forward to hearing from you.

Kind regards,

Hilde

[LizzyFitbit]

Hi @SunsetRunner, @andrikeev and @Hilde_Rey. I'm glad to see new faces around the Forums. I'm sorry for my delayed response.

Thanks for letting me know about your devices and restarting then prior posting. Nice way to go! To help you out with this, could you please confirm if you've also tried changing the clock face and performing a long restart? If not, please give it a try and let me know about the outcome so I can continue working with you.

I'll be around, keep me posted.

[TheGrumps]

No, they have replaced them very quickly. The first was water ingress and it started to behave intermittently. I think the 2nd faulty one was due to water too. The 3rd replacement was due to half of the display not working (started with just the odd line or two becoming black). The current unit has a couple of black lines. It has lasted less than a month. I think I could get another replacement now, but to be honest (and maybe that's what Fitbit want), I'm not sure I can be bothered getting another unit. I'm entitled to a replacement, but maybe call it a day and never buy from them again (and relay this message to as many people as I know).

I sort of hijacked this thread as my units have never suffered from the dim screen issue.

They've never mentioned adjusting the warranty length.

[Jaci1]

I have had this problem with 2 Charge 3’s. I purchased the first one in October 2018 when it first came out. The lines appeared and steadily got worse until I could barely read the time. Fitbit replaced it in June and the second one has started going the same way. I suspected that they send refurbished models as replacements (the battery was never as good in the replacement), which they confirmed is often the case. I am now to get this second one replaced but if I want a brand new one I have to send the old one back and I have been told the process will take ‘several weeks’. This isn’t acceptable as I do not want to be without the tracker for that long, so I will be getting another refurbished model. I suspect that will also fail in due course. There is clearly a problem, and Fitbit should be replacing these faulty models with new. I don’t think I will be buying Fitbit again and I’ve had them for years. 

[SCSU_Raynmann]

Lizzy Fitbit.  I just charged my Charge 3 up over the weekend and when I put it back on I noticed the background on my device is no longer black but varying degrees of gray/white vertically.  I've done a restart a long restart after clearing user data, and have changed my clock face and it still looks the same.  I'm sure you'll understand my disappointment.

[Sparky5]

I agree with you. I've been using Fitbits since 2007. My first one was a
Fitbit 1 (I believe that's what it's called). I dropped it in the toilet
and forgot to put it in rice. They were kind enough to send me a
replacement, since I had only had it for a couple of months. Then I got
another one when the second one's plastic clip on broke. The new ones were
made with a rubbery, or rough surface that didn't clip on clothing easily.
I wore it on my undergarment, which it proceeded to damage the fabric.
They all worked great and never had a problem reading on computer my
results. The device did not have a display.

That's when I decided to get the Charge 3 since it keeps track of heart
rate also and you can wear it like a watch, but........half the time it
does not track my sleep. It is always having problems syncing with phone
and computer. I'm ready to give up.

They just don't make things like they used to. Anyone know of a good
tracker?

Sparky

[sandtastesbad]

I'm having the same issue with my display. I have tried restarting my device, doing a long restart, and I've tried changing the clock face. I've done each of the troubleshooting techniques multiple times to no avail. Please advise. Thanks

[JuanFitbit]

Hi everyone. Thank you for sharing your experiences and for the steps taken. 

@TheGrumps I moved your post to this thread as here we are discussing the situation with the corrupted display .  Could you please confirm if you already restarted your Charge 3? As you are still considering other options I haven't contact Support for you . Let me know if I should do it, I'll be more than glad to do so . 

@Sparky5 , thank you for sharing your experiences with  your Fitbit devices.  If you haven't done so, please have a look at this threads, to see if you can find information to help you with your syncing situation?

@Jaci1 , thank you for your feedback. It has been forwarded to the proper department. As you already have a case with Support, I'll suggest to keep working with them. They will provide you with the bes possible help. 

@SCSU_Raynmann @sandtastesbad , thank you for performing the advised troubleshooting steps. I took the liberty to contact Support in your behalf. The'll be reaching out to each of you via email. Please keep an eye on your Inbox. 

Please keep me posted.