Charge 3 display is dimmer since firmware update

[SunsetRunner]

Since the update to the 1.63.5 firmware, the display has been noticeably dimmer that it used to be.  Now with the brightness level set to normal, reading the display when outside in regular daylight requires I cup my hand over the display to read it.  I tried changing the brightness in the settings on the device, but it didn't help.  When cycling through the brightness levels (normal, auto, dim), the dim setting is so dim that the display can't be read in normal indoor light.  When in a very dark room, faint text can be seen on the display, but it's so dim that the text really isn't readable.

Even with the brightness level set to normal, the battery level is barely visible when pressing the button then swiping up once.  The battery percentage value can barely be read at the top of the screen (it's much dimmer than the rest of the screen), and the battery icon to the left of the percentage value can barely be made out.

After reading some other posts where people were complaining about dim screens, I have tried the following:

* Reset the brightness in the settings.  This didn't help, so it's back to "normal" now.  At one point when I selected Dim, it was so dim I could no longer read (even indoors) the display and had to fumble with it to get back to the screen and change it back to normal.

* Rebooting device from settings / about menu.  This did not help.

* The long reset (plug into charger and hold button down for 15 seconds).  I got the smiley face eventually, but the display brightness didn't change.

* Change to a different click face.  The new face downloaded to the device, but the brightness level didn't change.  Changing back to the original clock face also didn't help.

but the display is still too dim to be readable in most outside light conditions.  Is there anything that can be done to make the display as bright as it was before the 1.63.5 firmware update?

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @SunsetRunner! Thanks so much for troubleshooting your Charge 3's brightness prior to contacting us. Nice way to go! 

Since none of the steps you tried have worked, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community Forums.

If you have any questions, don't hesitate to let me know.

[Vegaramadhan]

We have on the same problem. 

[MarreFitbit]

Hello there @Vegaramadhan, thanks for stopping by! Keep in mind that you can always adjust the brightness of your Charge 3. Open the Settings app and tap a setting to adjust it. Swipe up to see the full list of settings.

If trying to adjust the brightness level doesn't work, I'd recommend to restart your device by following the steps below:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end on your Charge 3 making sure the button is aligned with the opening on the charging cable.
3. Press the button for 8 seconds and release the button. You should see a smiley face icon displayed.
4. Unplug your device from the charging cable.

Give this a go and let me know the outcome. 

[Willsko]

Hi, I have the same brightness issue since my last firmware update (I updated maybe a month ago). I have tried the different brightness settings and have done the restart as stated above.  My device is still very dim. I cannot see it at all when outside. My wife has a charge 3 as well but has not done the firmware update. Her display is about 2 to 3 times brighter. What can be done with my device? It is pretty useless now to track activities outside or even to just see the time 😞

[MarreFitbit]

Welcome to the Community Forums @Willsko! Thanks for following the tips and recommendations I've suggested.

Since your Charge 3's brightness is still very dim, I've created a case to get you in contact with our Support team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

Let me know if there's anything else I may do to assist you with.

[ScooterFerguson]

Same dim issue as described above.  The fitbit has become useless during any activity performed outside: running, walking, golf, or yard work.  I called customer support and they advised that this is a known issue and software based.  They could provide no timetable, workaround suggestions or new product to deal with this issue.  Rather, they stated I had to wait for a new update that could take months.  Additionally, they stated that not all charge 3 were affected but suggested that I be patient until they had it all worked out.  In the meantime, they suggested I watch for a software update release sometime in the future.  Although I have seen other posts that indicate that they would receive an email, my support agent indicated that I would not.  Needless to say, I am underwhelmed by these actions.

[Nelly_B]

Hiya, I had the same problem after the latest firmware update. I found if I put the brightness setting to 'Auto' it was like the same brightness as before the update. The 'Normal' setting is useless, far too dark even out of bright light.

[ScooterFerguson]

Thank you, I have set my charge 3 to auto. I will test it outside tomorrow.
Much thanks!!

Scott

[MarreFitbit]

Welcome to the Community Forums @ScooterFerguson! I'm sorry for the late response. 

Can you please let me know if the advice from @Nelly_B (thanks for sharing your finding) has worked for you as well?  

I'll be more than glad to continue with the follow up on your support case if needed. Keep me posted! 

[ScooterFerguson]

Yes, much better but I don't believe it is as bright as I remember it outside.

[MarreFitbit]

Hi there @ScooterFerguson! I'm glad to hear it's so much better. 

Please don't hesitate to let me know if you face any inconvenience with the Charge 3's brightness. 

I'll be around and glad to further assist you.

[ScooterFerguson]

More than a month has passed with no software update addressing this issue.  Although I have switched the brightness mode to Auto (which has made the device at least visible indoors) it is still useless during my activities outside.  I was one of the customers that were excited to purchase when the charge 3 was announced (pre order), I now feel completely dismissed and forgotten by Fitbit for this problem.. The warranty on the tracker will expire in October and I fear that the company is waiting to address this issue by waiting until their liability lapses.  I hope they prove me wrong and make good on their obligations to address this issue and address compensation in some form the lost use.

[JonDavidL]

Hi Scooter. It is now November. Did Fitbit ever take care of your problem? I have the same issue with brightness, did a chat session with Fitbit, and got nothing but a run around. My warranty is up in Jan 2020.  I was nice this time, but next time I will be asking to be escalated to a Supervisor. I want this solved before my warranty expires. I think they owe me a replacement at the minimum since this known issue has yet to be corrected. (2+ months now)  I’d even accept 50% off another tracker like the Versa. But I won’t let my warranty expire without Fitbit doing something for me. 

[ScooterFerguson]

I escalated and finally got agreement and a message that I needed to send
pictures for evaluation. After the pictures were sent, I received
confirmation that they would replace the device, but first I had to send the
dim unit to fitbit before a replacement device would be issued. Be prepared,
the shipping was by the slowest possible method. It took weeks! Very
disappointed in the length of time to get this warranty issue resolved and
the cost cutting/customer be **ahem**ed shipping method. So far the replacement
is bright and working well.
Here is some text for the messaging that required pictures and return of the
unit:

Richardo, attached are the photos you requested. Remember, the issue is
screen brightness so I took photos outdoors, in shade and inside. I believe
that I deserve and I expect a NEW replacement for the charge 3. That is, I
DO NOT want a refurbished charge 3. Please respond so that I am sure that
this requirement is understood.

From: https://contact.fitbit.com
[mailto:https://contact.fitbit.com]
Sent: Tuesday, September 10, 2019 11:10 AM

Subject: Re: Fitbit Phone Inquiry: Charge 3 -- display not working -
#31690288 [ ref:_00D40N2lj._5000b1Vzo8J:ref ]



Hi XXXX,

We are delighted to assist you about the dimmed display of your Charge 3.

We would like to move forward with determining your eligibility for
replacement under warranty. In order to do so, we require further
information. If possible may you provide us with:

* A photo showing the damaged area with a handwritten note of case
#(31690288) in a piece of paper in the picture.

NOTE: The picture must also show the FItbit logo on your product.

We'll evaluate your case based on the information provided and make a
decision about replacement.

We look forward to your reply.

Sincerely,

Ricardo G. and the Fitbit Team

[JonDavidL]

Scooter, wow, thanks for that update! I’ll give Fitbit until the beginning of December to come up with a software solution and, if nothing happens, then I will attempt to get a replacement. Thanks for the post. 

[Mite158]

Hi All

Has anyone in this forum found a successful remedy to this "update bug" or "reliability problem" with the screen?

I've not had my FitBit for a year even and am experiencing the same issue with my Charge 3.

I have tried the reset process until the smile face appears multiple times.  I've toggled between auto, dim and normal.  And the problem seems to be getting worse,  I can only read the screen now in a dark closet or room with no lights.  At the gym, I have go into the restroom and turn off the lights just to stop and start the routines.

I wish FitBit would come clean and admit to a bug or a rel problem with the screen. I occasionally swim with mine.  Maybe not so water proof as thought?!?

Help!  What options do I have?

[LostSleep]

I am having the same problem as of about 5 days ago. Dim is unreadable, normal is dim, auto has no visible change than normal. My screen will flash to its original brightness for a second or two if I change the vibration strength (how odd!)  but it dims after a second or two.  I have tried all the steps you’ve tried multiple time but nothing works. Extremely disappointed as this is a replacement for my Alta that died less than a month out of warranty. Feeling very frustrated with fitbit right now, especially reading that this is a known problem that is not being dealt with. I do not want to be without a Fitbit to send it back as a replacement, especially for weeks!, nor do I think I should be as this is such a widespread issue, and would be horrible customer service.  

[57andy]

so..... is there a software update coming very soon to correct this dim screen dilemma?

[LostSleep]

Haha, I know, right? Same stock answer throughout this message board. I see they are working hard on adding things we can buy, and not fixing things that shouldn’t even be broken. I love seeing ads in things I pay for - not. I know I should just ditch Fitbit, as it’s my second faulty watch in the last 6 months. But I either want my money back (I know, yeah right) or a NEW, non refurbished replacement unit. I’m waiting to hear back from Fitbit.