Charge 3 has black lines on screen and vibrates constantly

[Alan1960]

My Charge 3 has black lines across the display, is vibrating constantly, random screens flash up and then disappear. I have tried restarting it several times, and sometimes when I restart it the display shows a progress line, then just stays on that.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Alan1960.

I am sorry to hear your Charge 3 has black lines across the display and vibrates constantly. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Since you've tried to restart the tracker, I recommend doing a ling restart:

• Connect the device to the charging cable.
• While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
• The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration
• The device turns off.
• The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur.
• Remove the device from the charging cable. The device shuts down.
• Important: Plug the device into the charging cable again.

Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Let me know how it goes, I'll be around. 

[Alan1960]

Hi, I tried your reset instructions but the charge wouldn't switch off or show the progress bar. I checked the app and it is up to date, and the battery is at 85%.

I connected the charge to the cradle and switched the power on. I held in the button and held it for fifteen seconds. During this time the charge vibrated twice. I released the button, but the smiling face was showing, not the progress bar. I disconnected the cradle, and the charge was showing the corrupt display so I held in the button again and when I released it the display was the same.

I tried resetting several times, but the result is the same every time.


Alan

[CarolMajkrzak]

Hello,

I tried this three times, after I updated the app, and it's still randomly flashing through screens and vibrating. It also has horizontal black lines through the top where my steps are displayed, which I noticed a few days ago. This morning, before the uncontrol able screen changing started, I noticed that it was misreading my heart rate. I don't know if this is all connected but it is now impossible to use. 

Please let me know how to resolve this issue.

Thank you.

[LiliyaFitbit]

Welcome to the Fitbit Community, @CarolMajkrzak. Thank you for your reply, @Alan1960.

@Alan1960 I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

@CarolMajkrzak Thank you for joining the thread and sharing the details of the issue with your device. I appreciate your troubleshooting efforts. Since the steps you tried didn't help, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox. 

Let me know if you have any questions.

[jromero1015]

I am having a similar problem. I have tried the resets and everything suggested. This is my second Charge 3 that this has happened to. The device still tracks and keeps data, but if I want to check it, I have to open the app in my phone and refresh it. It's pretty frustrating.

[LiliyaFitbit]

Welcome to the Fitbit Community, @jromero1015.

I am sorry to hear you're having a similar problem with your device. I totally understand how you are feeling and appreciate your efforts and the additional details. Since the issue persists, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. You should be getting a reply soon. 

I'll be around if you have any questions.

[Spears304]

I'm also having this issue, in addition my heart rate is not being detected and I've checked and turned on everything to make sure it should show that notification. When trying to attempt these steps, it doesn't work. When I press and hold the button my device goes from the regular screen to the screen where I can scroll  (screen awake, notifications, etc). Sometimes I can do it and get the smiley face to appear but it returns to the original display screen. It doesn't show a progress bar, every now and then the battery will appear but I don't get past those options.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Spears304.

Thank you for joining the conversation and sharing that you're experiencing the same issue with your Charge 3, and that your heart rate is not being detected. I appreciate your troubleshooting efforts. Since the steps you tried didn't help, I went ahead and created a case for you, someone from our Support team will reach out soon. Please keep an eye on your inbox. 

Let me know if you have any questions.