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

[growler79]

@LizzyFitbit  I've the same problem on my charge 3. I've done the regular and long resets several times, and also changed the clock face. The display problem persists. Please lodge a case with your colleague. Twitter message went unanswered.

[brookejaanee]

Is there any more solutions 

[SunsetRunner]

I have tried this and it doesn't work. It won't restart. My screen is distorted and the red light is always On on the back of the Fitbit. 

[LizzyFitbit]

Hi @Pennymaff, @growler79, @brookejaanee and @SunsetRunner, welcome on board. It's nice to see new members around.

@Pennymaff, thanks for letting me know about the Charge 3. @SunsetRunner, thanks for taking the time to share a picture of your device. You've done a fantastic job with the troubleshooting steps! I've contacted our Support Team so they can open a case for each of you. Keep an eye on your inbox.

@growler79, I'm sorry that your Charge 3 is having the same issue. Thanks for the troubleshooting steps that you've tried, as well for taking the time to contact us through Twitter. Nice way to go! I've checked with our Support Team and apparently they already took your case under their wings. I'm glad they're working with you.

@brookejaanee, thanks for joining this thread and just to confirm, have you tried changing the clock face and restarting your Charge 3?

Keep me posted.

[gryphonmonster]

Hello.. i just experienced this problem today. I have a black line at the top of my screen. Bought it in April only. I have tried plugging in and doing the restart but nothing changes. Pls if you could assist.

[MaritimerLZ]

@LizzyFitbit  My replacement Charge 3 is currently on order.  Hopefully it won't take too long to arrive as the black line issue is getting worse, and the battery life has dimished significantly (3 days vs 7 days).  This will be my 2nd replacement since I got my first Charge 3 in December.  It's too bad the Charge 3 has these reliability issues as I really like the device.

[LizzyFitbit]

Hi @gryphonmonster, welcome to the Community Forums! @MaritimerLZ, I'm glad to see you around.

@gryphonmonster, thanks for letting me know about your Charge 3, as well for trying the restart. Nice job! Since it has helped other users, I'd recommend to try changing the clock face? Give it a try and let me know how it goes.

@MaritimerLZ, I'm glad to hear that your replacement is on its way. I'm sorry that you had that experience with the Charge 3, and appreciate your feedback. We'll continue working on them based on the comments that we've received from the Community, be sure this will not be taken for granted.

Keep me posted.

[brookejaanee]

I have tried changed clock face too! Multiple times. I’m off to the shop
where I brought it from hopefully to get a new one since this surely should
be under warranty

[gryphonmonster]

@LizzyFitbit changing the clock face doesn’t change the problem. There is still a line across the watch.

[Jonlizzo]

Hello, I’ve tried the suggested solutions and my horizontal lines won’t go away as well. Can you please assist me to getting a replacement for my Fitbit Charge 3 as well? I got this in November ‘18 I believe. 

I’d attach an image, but I can’t seem to get the image button to insert from my phone camera.

[JustJules77]

I have the same horizontal lines on my screen and today the screens brightness has been slowly decreasing to the point of not being able to see my screen. I have the brightness set to normal and have also tried multiple times to reset the watch. I also have not gone swimming with it. Please help. 

[brookejaanee]

Take it back to the shop. Not fixable

[LizzyFitbit]

Hi @Jonlizzo and @JustJules77. It's good that the community is growing! @brookejaanee and @gryphonmonster, welcome back.

@brookejaanee, thanks for letting me know about your Charge 3, as well for trying some steps to get it working again. I see your point of view, if by any chance the shop doesn't help you with your device, let me know so I can request a case for you.

@gryphonmonster, thanks for trying my suggestion, as well for sharing another picture of its behavior. @Jonlizzo, you've done a fantastic job with the troubleshooting steps, and thanks for trying to share a picture with me. This shouldn't be happening, and since the screen on your devices isn't working correctly, I've gone ahead and requested a case on your behalf. You'll receive more details via email, so make sure to check your inbox.

@JustJules77, thanks for sharing the behavior of your Charge 3, as well for your efforts while troubleshooting it. Nice job! I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye on your email inbox, you'll get some information about your case.

See you later!

[AnaSantiago]

Hi Andrea,

I just received one replacement device, and wanted to share with the community the differences between one device having this problem and another working perfectly (so far).Photo 1

At first photo we can see the brightness is different and cannot see the first half of the screen displaying the number of steps.

Photo 2

At second photo, entered settings to check brightness, but the dead rows don't allow to see.

Photo 3

So, at third photo, moved the options down, so it can display: Auto.

Not only the dead lines was the problem. Don't know if those 2 issues are related or not.

I'll use those photos as a reference going forward, so I can detect in case the replacement device starts to have the same behaviour too.

[LizzyFitbit]

Hi @AnaSantiago, I'm glad to see you around.

Thanks for the update, as well for sharing pictures of your devices. I'm sure others will find your post very helpful when identifying if there is an issue with their devices. This was definitely an issue with the display, and I'm glad that everything is working with your replacement. If you have any question, feel free to let me know.

Happy stepping! 

[TomD95]

i have attempted the restart but have had no change

[Cwelgos]

I’m having a similar issue - multiple black lines across the display, makes it almost impossible to read the steps. Restarting and changing the clock face do not help. I can’t insert a picture, sending this from my phone. 

[Speltza]

I purchased my charge 3 before Mother’s day. I started getting the horizontal line at the top not working. This last week, the line down the middle is out. I’ve tried restarting it and nothing has changed. Is this the best place to discuss getting a replacement or should I call? 

[DFarm]

I am having the same issue. There are 2 or 3 lines of dead pixels on my device, I’ve done restarts and changed clock faces, but no improvement. What is the next step I should take?

[gryphonmonster]

Hello all,

i just wanted to provide some updates on my situation. I managed to contact Fitbit and just gotten my replacement. i thought that i’ll walk through my experience for your benefit:

1) Live chat is generally the fastest way to get support. They will ask u to do 2 things: Restart Fitbit by holding button for 8 sec. If this fails, do a shut down by pressing the button for 15 sec and then plug to the charger to switch on. 

2) I believe chances are none of this will work. They will require your address, retailer and a copy of your receipt to verify before sending a replacement. For online purchases, screenshot of order confirmation will suffice.

3) Once verified they will send a email to fill in the details for replacement. Voila a new Fitbit device to your doorstep! (I don’t live in the US so there isn’t really a shop i could go to) .

The whole process was handled in a friendly,professional and efficient manner. I solved my problem almost within the same day through several email exchanges with the fitbit team. They are super responsive. Ordered replacement on Monday and its here today on Thursday afternoon. I def feel confident purchasing another one of their products in future.  I hope this helps you relieve the anxiety of “losing your new purchase”!