Charge 3 freezing

[Schaferj]

My Charge 3 was working fine. When I used the stopwatch, it worked fine. After I was done with the stopwatch I could not exit. Swiping in all directions did nothing. The button would not work. It was locked on screen wake screen. Simple restart did not work. A long restart did.

I tested it two more times. Every time I used the stopwatch, it worked but I always ended with a frozen screen wake screen requiring a restart. I am on 1.44.33 firmware. Obviously there are additional bugs requiring attention.

Moderator edit: subject for clarity

[AlejandraFitbit · Accepted solution]

A warm welcome to the Community @Schaferj.

Thanks for troubleshooting this by yourself. Upon checking with our support team, I was told that you have already created a case with them. I know they will be glad to help you out and provide you a solution.

Let me know if you need anything else. 

[Schaferj]

I have not received a reply except one that says a case was opened. 

[AlejandraFitbit]

Hey @Schaferj, thanks for getting back.

It's weird to hear that our support team didn't contact you back, have you check your spam folder? In the meantime, I recommend trying the following:

Restart:

• Plug the charging cable in
• Once your tracker is charging press and hold the button for 8 seconds.
• When the tracker vibrates and the smile icon shows on the display it means it has restarted.

Long Restart: 

• Plug the device into the charging cable.
•  While the device is plugged into the charging cable, hold the button down for 15 seconds.
• Then, remove the finger from button.
•  Device won't have a smiley face icon and should be off with a black
• After that remove the device from the charging cable.
• Finally, plug the device into the charging cable again.
• The smiley face icon appears on the screen.

Hope to hear from you soon. 

[Schaferj]

What you suggest will recover the Fitbit after it locks up. But it makes the stopwatch feature useless when you do not have immediate access to a charging cable. Say you are timing two events at a park or beach. I am sure that was not how you expect it to work.

Thanks for a response. I look forward to a solution.

Jim schafer

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[SweeneyJ]

Hello AlejandraFitbit,
Thanks for your response.  Before I do this, will I lose my history and my day's steps and other info?
My data is uploaded to my  Health Insurance Wellness program, and I need to keep my history because I need to synch it and haven't done so for a while.

Please respond.  Thank you.

(Same question for both QuickStart and LongStart methods.

Thank you.

[AlejandraFitbit]

It's great to see new faces, @SweeneyJ welcome.

Regarding your inquiry, no, you won't lose your information if you perform a restart and a long restart. After trying these steps, let me know if the problem with the screen is resolved.

I hope to hear from you soon. 

[SweeneyJ]

Thank you @AlejandraFitbit 

As it turned out, after I started charging the Charge3 (2nd or 3rd time), the device screen unfroze and I did not have to restart it.  But I will know that for next time that I won't lose my data.
Thank you.

JS

[AlejandraFitbit]

Those are great news, @SweeneyJ.

I am glad to hear that your tracker is now working properly. If there is anything else we can help you with, do not hesitate to post it.

Keep the stepping up!

[Shelby668]

I tried all of this my screen still stays black and because my one year is up, they won't replace it, they know of this defect, I am so disappointed in Fitbit

[Schaferj]

I have quit using it for anything other than a step count.

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[Idontremember]

I have at least Fitbit Charge 2's in my closet because they no longer work. This last year I bought a Fitbit Charger3. Now it does turn on. I used the two strategies mentioned on line an neither works. The screen remains blank. I also used different chargers in case that was the issue. Nothing works. I just get a blank screen. Three or four Fitbits ago I wore a simple Fitbit on a cord around my neck. I stopped wearing it when a lady on the street stopped me and said "Oh' you fall too! I am totally disappointed. I would to return them all for a refund. Then I can buy a pedometer that works. Thanks. Diane Williams

[MsTee75]

I was told same thing after mines did the same thing twice. This was a defective product from the start. I'm very disappointed my 2 had no problems I jus upgraded to the 3. 

[Idontremember]

Same thing happened to me. There is something wrong with a product that does not last a month. I stopped using it and now just walk
For 30 minutes.

Sent from Mail for Windows 10