Charge 3 frozen screen

[jw22taylor]

My Charge 3 screen was frozen on the time screen. I can not get the unit to restart by pressing the side button for 8 seconds or even 15 seconds as suggested. Unit is less than 2 months old.

Any help out there?

Thanks

Moderator edit: subject for clarity

[NellyG]

I think you will need to contact Support (link in my signature) as the restarts arent happening. I must say though that I find mine rather hard to restart manually so have a few more tries at it making sure you are not diturbing the position of the tracker in the charging clip as you do it. I think mine loses contact when I use my thumb, but works better using a smaller finger.

[jw22taylor]

Thanks for the comment and possible solution. Will try again. It has been on charge for about 24 hrs so must be fully charged. 

[AlejandraFitbit]

It's great to see you around @jw22taylor and @NellyG thanks for the input.

I appreciate all the efforts in trying to fix this issue and would like to know if the instructions provided by our friend worked? Are you still having issues with your tracker's display?

Hope to hear from you soon. 

[jw22taylor · Accepted solution]

Like magic, but after many attempts all following instructions, the charge 3 restarted. That is good.

Sadly after contacting support and them determining that the situation needed to be advanced to a higher support level, I never heard from Fitbit. Does customer service exist?

[AlejandraFitbit]

Thanks for the information @jw22taylor.

I am glad to hear that your tracker is now working properly. Now about our support team, when did you contact them? Was it before posting here or after? Did they offer you a solution about this?

See you later. 

[jw22taylor]

"Yes, I contacted support before posting. They could not resolve the problem a said that they would raise the issue to a higher level. It looked like I would need to return the unit and I would receive instructions on the return. I have heard nothing from support since the long call with a failed resolution. All they asked me to do was repeat the standard actions. Plug in the unit. Push the button for 15 seconds. Repeat. Repeat. And Repeat! I can read. I can follow instructions as written on the Fitbit site!

I have no idea of why it resumed working properly. Clearly it was still tracking but the screen would not move to any other view. The unit or its software had, maybe still has, a glitch. Sadly Fitbit does not care about your quality control issues.

[Katcal]

My charge 3 screen frozen on notifications. Has removed device from phone and readded but still frozen 

[jw22taylor]

Good luck! Hopefully magic will also work for you. Sadly there does not seem to be a rational solution. 

Support will I’ll answer the phone but just guide you through what you have already done. They will then say they need to raise the issue to a higher level. 

For me me they said they would get back to me but never did. Fortunately, like magic, my charge 3 started to work again. 

[Izzy_Douglass]

The same thing has happened to me just this evening... did you ever fix it? I can't restart my Fitbit or anything. 

[jw22taylor]

Yes, by holding the side button for a long time, my charge 3 finally reset. Please note that each time this happens to my unit I must connect the charger. Otherwise I think you could press the side button forever and only get a sore finger.

By coincidence, my unit failed again yesterday. Just a total black screen. Yes it was charged. I had to wait until I got back home to connect the charger and do the magic button hold and finally it came back to life.

Just a Fitbit charge 3. Finicky. Unreliable. Frustrating.


Sent from my iPad

[11DK]

I contacted them through email.  Had three emails back and forth where I was told to redo what was in the written instructions, that I had done.  Then they decided I needed to go higher up. Finally they sent me a new one.  Now I am frozen again.  I don't even want to contact them again.  A lesson learned not to buy again.

[4thturn]

Took about 4 tries to fix my frozen screen.  Hooked up the charger and held the button for about 15 seconds.

I really want to enjoy my Charge 3, it would be a great device if they could just clear up some of the glitches and improve the accuracy of the mileage.

[Suep55]

Side button not working, cannot turn it off or see main screen 

[Suep55]

Looks like many people have complained about this with no help