Charge 3 has black lines on screen

[Nactumble221]

Noticed black lines on my Charge 3 screen a few weeks ago.   The number has been increasing and now I am having trouble viewing what is on the screen.   Can this be resolved?  Or is my only hope a new device??

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Nactumble221.

I am sorry to hear your Charge 3 has black lines on screen. Thanks for the details shared, I understand your concern and I am here to help. I recommend trying the following:

1. Restart the device: How do I restart my Fitbit device?
2. Change a clock face: How do I change the clock face on my Fitbit device?

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. 

[Nactumble221]

I have tried all 3 recommendations with no improvement noted

Sent from my iPhone

[Patty73]

Same here! Fitbit fairly new also so shouldn't be malfunctioning this quickly.

[Nactumble221]

I tried all 3 recommendations.   Now things have gotten worse.  I had low battery indication in the early hours of this morning.  Attempted to charge the Fitbit which by the time I woke up was already dead.  When I plug it in I get a smiley face, it buzzed several times and then I black again and completely unresponsive.   I’ve tried holding the side button like I saw recommended on other posts and it doesn’t solve the issue.   Please advise!!! Very disappointed with the product and the lengthy response time!

[LiliyaFitbit]

Welcome to the Fitbit Community, @Patty73. Thank you for your reply, @Nactumble221.

@Nactumble221 I am sorry to hear the issue persists. Thank you for providing the additional details. I understand how you are feeling and appreciate your feedback as it helps us to keep improving. Upon checking with our Support team, I was told that you have already contacted them and that they were able to assist you. Thank you for your time and efforts.

@Patty73 Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I am sorry that you are going through this situation. If you've tried already the steps from the previous post, please try doing a long 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.

Keep me posted on the outcome.

[Nactumble221]

I do not feel my issue was resolved at all. I was told my warranty was expired and there was no other solution than to offer me a 25% discount on a replacement product. Seems to me like a company should expect their product to last longer than 18 months!!!

Sent from my iPhone

[LiliyaFitbit]

Hi @Nactumble221,thank you for your reply. 

I appreciate the additional details, thank you for sharing your experience with Customer Support and your feedback. We're constantly working on improving our devices and user experiences, and your comments are always welcome. I am sure our Support team tried their best to help you resolve the issue with your device, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I apologize for any disappointment and appreciate your understanding. 

Let me know if you have any questions.

[wendyjcoyle]

I have done all 3 things and still lines

[LiliyaFitbit]

Welcome back to the Fitbit Community, @wendyjcoyle.

Thank you for joining the thread and sharing that you've tried the troubleshoots from the previous posts to resolve the issue with your device. 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. 

Let me know if you have any questions.