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

[KimD.]

@AlejandraFitbit is a moderator and should be able to help you.

They replaced my Charge 3 and I haven't had a problem since

[AlejandraFitbit]

Hello all, I hope you are doing fine.

I am sorry for the delay in respond and appreciate all the efforts in trying to fix this display issue by yourselves and for the input @KimD..

@Annmaree, I would like to know if you returned your tracker to the store? Were you able to fix this problem?

@AnnaMonkey, @Kenichi_kazza and @Nublu5, it's great to hear that you contacted our support team and that this issue has been resolved. If there is anything else we can help you with, do not hesitate to post it.

@DannyP90 and @GenevieveO, if you haven't tried the restart process, I recommend taking a look at the help article How do I restart my Fitbit device? and follow the instructions provided there.

@C-a and @Nich21, upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@BlaineH, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Catch you later. 

[chrisridd]

My week old Charge 3 has just got itself a solid black horizontal line, about a quarter of the way from the top of the screen. I did a restart as described up-thread, and now I've got two solid black horizontal lines! (Kind of like a long ==========)

I'd be interested to know how to fix this, otherwise I'll take it back to the store for a refund.

[AlejandraFitbit]

It's great to see you around @chrisridd.

Thanks for troubleshooting this display issue by yourself. Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

Let me know if you need anything else. 

[chrisridd]

The support folks have been in touch and it does look like it needs returning and replacing. At least it has developed the fault early (only 7 days old!), so there's no issues with the warranty.

[Nightdyne]

@AlejandraFitbit  Hi, I just realized my Fitbit Charge 3 also have this problem. I bought it on 04 Dec 2018, never swim with it. No cracks or dent on the screen glass too. I tried to restart my Charge 3 using the method suggested in this thread and also checked for firmware update, however the dead pixel line is still there. Need some help please, I bought it from an online store in Malaysia by the way.

[AlejandraFitbit]

Thanks for the update @chrisridd and @Nightdyne it's great to see you here.

@chrisridd, I am glad to hear that you received a solution from our support team. If there is anything else we can help you with, do not hesitate to post it.

@Nightdyne, please confirm that the steps you followed in order to restart your tracker are the ones in the help article How do I restart my Fitbit device?.

See you later. 

[Davidgbjones]

Hi, I'm having the same issue, I've only had my fitbit since November, I've tried restarting numerous times, I've never been swimming or anything and don't even take my fit bit in the bath, 

[Nightdyne]

@AlejandraFitbit I tried again by following the article given, but the line is still there.

[ViniciusCabessa]

I'm having the same issue. My wife bought me a Charge 3 last February. Yesterday a horizontal lines went dead. Now a second line started to fade, probably dying. How to fix it?

[AlejandraFitbit]

Thanks for your participation in the Community.

@ViniciusCabessa, upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@Davidgbjones and @Nightdyne, since the instructions provided didn't work, I've gone ahead and escalated your cases to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Catch you later. 

[Nightdyne]

@AlejandraFitbit thanks a lot

[Annmaree]

Hello Alejandra, I'm delighted to report I did return the tracker to the store and they replaced it no problem, they told me that this was the Fitbit policy, thanks for your help, regards Annmaree

[AlejandraFitbit]

You are welcome @Nightdyne and @Annmaree, those are great news!

It's great to hear that you received a new tracker. If there is anything else we can help you with, do not hesitate to post it.

Happy stepping! 

[Yoshimi79]

Hi, I noticed a dead pixel line a few hours ago too.  I have restarted while charging etc, but it is still there. What are the next steps?

[AlejandraFitbit]

A warm welcome to the Community @Yoshimi79.

Thanks for troubleshooting this display issue by yourself. Since the restart process didn't work, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Let me know if you need anything else. 

[chrisridd]

Although I was offered a return by Fitbit, I decided to return it to the retail store I purchased it from instead. Since I reported the problem last week 4 more black lines had appeared...

I swapped it for a special edition Charge 3 instead so I've now got a white sports strap as well, and for some reason the SE was £0.99 cheaper so I'm actually ahead on the deal! The John Lewis store was very helpful indeed.

[AlejandraFitbit]

Those are great news @chrisridd.

I am glad to hear that the retailer was helpful and solved your problem by providing you with a replacement. If there is anything else we can help you with, do not hesitate to let us know.

Happy stepping! 

[GeorgieMD]

So, when it restarted, i could see half the happy face. So the screen for me, is still corrupted.

Also, before my corrupted screen where half the screen has slid to the left.. i had dead pixel lines horizontal across my screen. 

I've been having issues with the battery too, it normally can last maybe a week before i have to charge it, and now i have to charge it every day. This has only been in the last two weeks these issues have come up.

Moderator edit: content

[ShaishavJogani]

@AlejandraFitbit 

My Fitbit charge 3 is only showing the vertical line of some pixels on the right side. I tried resetting the Fitbit but it didn't work.

I used my band for swimming for 2 days and after that, the display is corrupted. It is still monitoring my steps and heart rate. I also tried changing clock faces but that also didn't work.

I am really disappointed with the product.

You can check the my screen from this link: Broken Display