Charge 3 frozen screen

[wiefr]

Hi,

last night i noticed the clock was about 2 hours behind and was not showing the right time. I changed the clock face and the fitbit updated OK. This morning I noticed the same thing. Clock is frozen at 06:02. So are step count and and I cannot change anything on the fitbit to view other stats or timer of anything. 

But it syncs fine with the app, updating steps etc. i also tried to set a new alarm this morning and fitbit went off at correct time of the alarm but still it is frozen at 06:02.

I had restarted it last night and again this morning. 

What is going wrong with it? Do you have any suggestions what I can do?

Thanks,

Wiebke

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @wiefr, welcome to the Community Forums. Thanks for the details provided about your Charge 3's behavior and for taking the time to troubleshoot it. Nice way to go! 

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. 😉 Please keep an eye on your inbox for any further updates on your case. 

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

[Veronica2010]

Mine has frozen also haven been able to use it since the 1st. The store won't replace it since it was bought more than 15 days ago but not a full month. How do i fix it so that we didn't waste $80.00

[MarreFitbit]

Hi there @Veronica2010, welcome here. I'll be glad to help you. 

I'd recommend to restart your Charge 3 by following the steps in the article: How do I restart my Fitbit device? 

If the restart doesn't work, please check in your Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

Give this a go and let me know the outcome. 

[Veronica2010]

I exchanged it for a new one. Thank you!

[wiefr]

Little update after I chatted with the support team. The unit does not update even though I had tried restarting and also changing the clock face. There had already been a fault with it which I had logged back in August. That first fault resulted in receiving a replacement unit. I have now swapped over to this replacement unit. The original unit is still kicking about and still going off at the set alarms but it remains the same frozen on January 2 06:02.

Thanks for all your input. Let's  hope the replacement unit works as it should.

[MarreFitbit]

Hi @Veronica2010 and @wiefr, I'm glad to hear that you both have received a replacement. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. 😉

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