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

[AndreaFitbit]

Thanks for getting back to us and for changing your device´s clock face @jkraj.

I went ahead and created a case on your behalf. A customer support representative will contact you soon. Please check your email.

Let me know if you need further assistance. 

[briebrie]

@AndreaFitbit  No it didn't. I just went back to my first c3 with the broken display.  I can't  read the HR function but at least it works. I'm sorry to say I'm over fitbit. I just using it until my replacement from another fitness tracker company arrives. It was a nice relationship while it lasted. I would converted back to my c2 but i still want a device with a nfc feature.

[ZenthereArt]

I tried changing the clock face a couple times, no help.

[LizzyFitbit]

Hi @briebrie and @ZenthereArt. It's nice to see you around. 

@briebrie, thanks for getting back, as well for your efforts in trying the suggested steps posted through this thread. I see where are you coming from and I'm sorry that this was experienced with your Charge 3. Our team constantly reviews the comments posted in the Community to work on our devices and improve their performance. Your comments will no be taken for granted and you're always welcome back to the Fitbit family.

@ZenthereArt, thanks for letting me know the outcome after changing he clock faces. I've gone ahead and contacted our Support Team on your behalf so they can create a case for you. Keep an eye on your inbox.

I'll be around if you need anything else.

[Hmm87]

Hi I am having the same issue and I’ve tried restarting but still have the same vertical black line. Please can you advise? I have worn this whilst swimming. The main reason I got this tracker was so I could use it whilst swimming. Thanks

[Tooliegirl]

Thanks! I did. The lines grew thicker between when I reported it and when
the new one arrived. It was clearly only getting worse. Fitbit was GREAT
about it. Hope this new one stays uncorrupted.

But if this one also gets corrupted, I may switch back to my Charge 2...I
was just so looking forward to going kayaking with the Charge 3!

[LizzyFitbit]

Hi @Hmm87, welcome to the Community. @Tooliegirl, it's nice to see you again.

@Hmm87, thanks for letting me know about your Charge 3, as well for restarting it. Nice job! I understand how you're feeling and I'll help you out with this. I've checked with our Support Team and apparently they already took your case under their wings. I was informed that they'll be sending you an email with more details, keep an eye on your inbox.

@Tooliegirl, I'm happy to hear that you'll receive a replacement. That's great news! Our team will work diligently on our products and their performance, to improve your experience with them. I'm sure you'll enjoy kayaking with your new device.

Hope to see you around!

[Clairewaddles]

Hi I have this exact issue and a restart hasn’t helped. It’s also a new device. Only about 5 weeks old 

[LizzyFitbit]

Hi @Clairewaddles, welcome to the Community!

Thanks for letting me know that your Charge 3 has the same situation, as well for trying the restart. Nice job! Just to confirm, have you also tried changing the clock face? If not, please give it a try and let me know how it goes.

Keep me posted.

[Clairewaddles]

Thank you for your reply.

I have tried changing the time displays and no change.

[Clairewaddles]

Thank you for your reply.

I have tried changing the clock displays and no change. 

[SunsetRunner]

Restarting, rebooting, and Fitbit support will not fix the Charge 3.  My Charge 3 stops tracking in the middle of a run, has lines across the screen and reboots on its own.  I'm done with it.  I have an old Charge 2 that I've gone back to.  When that breaks, I'm moving away from Fitbit for good.  

Keep returning the product if you can.  My experience has been that they won't accept the return and just tell you to reboot and wait for a firmware update that never seems to come.

[LizzyFitbit]

Hi @Clairewaddles and @SunsetRunner. I'm glad to see you around.

@Clairewaddles, thanks for confirming the steps that you've tried. Since your Charge 3 screen is still not working correctly, I've gone ahead and requested a case so our Support Team can give you a hand. Keep an eye on your inbox.

@SunsetRunner, thanks for taking the time to share your thoughts, as well for the troubleshooting steps that you've tried. I see where are you coming from about this situation and I'm sorry that you've had this experience with the Charge 3. Our team has received feedback about the exercises stopping by themselves, and they're working on that so it can be resolved based on your comments. About the lines showing across the screen, I've contacted our Support team on your behalf so they can open a case for you. Make sure to check your inbox, you should be getting a reply soon.

If you need anything else, let me know.

[Clairewaddles]

Thank you for replying. I confirm the solution for fix emailed to me has not worked and that the issue still occurs. 

[SunsetRunner]

I am experiencing this same issue. I have also tried to restart with no success.  Several weeks ago the screen also would not light up when prompted so I did the restart then too and it came back on, but now it appears that I have dead pixels. I have not been swimming with and it

[LizzyFitbit]

Hi @Clairewaddles, it's nice to see you here again. @SunsetRunner, welcome to the Community Forums!

@Clairewaddles, thanks for having tried the steps suggested by our team, and I'm sorry that it didn't work. I've contacted our Support Team and apparently they're still working with you. Keep an eye on your inbox, you should be getting a reply soon.

@SunsetRunner, thanks for letting me know about your Charge 3, as well for the picture provided. You did an awesome job with the restart process. May I know if you've tried changing the clock face? Please give it a try and let me know how it responds.

I'll be around, so keep me posted.

[SunsetRunner]

Thank you @LizzyFitbit yes I have also tried to change the clock with no success. 

[MaritimerLZ]

Note:  I just posted this to a new thread.  

I am experiencing the same issue.   I do not swim with it on.  I have reset it twice and changed the clock face.  This occurred suddenly today, sometime between when I put it on this morning and when I checked the time several hours later. 

I am experiencing the same issue. I do not swim with it on. I have reset it twice and changed the clock face. This occurred suddenly today, sometime between when I put it on this morning and when I checked the time several hours later.

Moderator edit: format

[LizzyFitbit]

Hi @SunsetRunner, it's great to hear from you. @MaritimerLZ, welcome to the Community Forums!

@SunsetRunner, thanks for getting back with the requested information. @MaritimerLZ, thanks for the picture, as well for taking care of it. Both of you have done an amazing job with the troubleshooting steps! Since the screen on your devices is still not working, I've gone ahead and requested a case for each of you. You should be getting a reply soon.

Keep me posted. 

[Pennymaff]

I have the same issue with the screen on my Charge 3 it's only about 6 months old and the screen has white horizontal lines, I've tried restarting it several times and changing the clock face as everyone has suggested and nothing is working