Charge 3 has grey and white lines on screen

[Paulab37]

My Charge 3 has started showing white and grey vertical lines on the screen. I've followed other peoples advices and changed the clock face, a short restart, long restart, deleted from app and re-sync and nothing has worked. I love using my Fitbit and it's used daily! So upset that this has happened and I can't fix it.

Can someone advise me as what to do next please.

Paula

Moderator edit: subject for clarity

[LiliyaFitbit]

Hi @Paulab37, it's nice to see you again in our Community Forums. 

I am sorry to hear your Charge 3 has started showing white and grey vertical lines on the screen. Thank you for trying to resolve this and providing the additional details. I totally understand how you are feeling as you love your device and would like to continue using it, I am here to help. Since the steps you tried didn't help, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. Please keep an eye on your inbox. 

Let me know if you have any questions.

[Paulab37]

thank you, the screen has now become slow to respond 🙁 too.

[benji_ro]

Hello, i have absolutely the same issue. It occurred today. 

I have also rebooted the device and changed the clock face - no success.

evidence below: 

 

[Paulab37]

that is exactly like mine 🙄

[KAWJ]

This just happened to me tonight as well. Was there any resolution?

[LiliyaFitbit]

Welcome to the Fitbit Community, @benji_ro @KAWJ. Thank you for your reply, @Paulab37.

@Paulab37 I am sorry to hear the screen has become slow to respond, I understand how you are feeling. I could see that our Support team got in touch with you. I know they will be glad to help you out and provide you a solution, please keep working with them. 

@benji_ro thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your troubleshooting efforts, thank you for providing a photo. Since you've tried to restart the tracker and change a clock face, please try 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.

@KAWJ I am sorry that you're experiencing the same issue with your device. I recommend trying to restart the tracker: How do I restart my Fitbit device? If the issue persists, please follow the steps to do a long restart provided above. 

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?

Keep me posted on the outcome. I'll be around if you have any additional questions.

[KAWJ]

Hi,

I tried restarting twice and no changes. I could not get it to recharge the long way.

Sincerely,
KWJ

Sent from Kelly's iPhone

[lrich524]

Mine did the same thing today. Talked with customer service. We tried the long restart, it didn't work. They said they couldn't fix it. Since I have had it for more than a year, the best they can do is offer me 25% off a new device (but you can not use the 25% off of a Charge 4). I am not very happy.

[KAWJ]

That’s very disappointing that FitBit cannot resolve the issue. There has to be a flaw. 

[benji_ro]

hello.

i have performed the restart procedure, got the smiling face, but
unfortunately everything is the same.

there is this strong white and grey background. I think something has
happened to the screen itself. still, it was not hit or broken. just
overnight, this background happened and also the “turn wrist to wake up” is
not working anymore.
What can be done?

[Sandytoz]

Same situation. 

[Michael_U]

Hello LillyaFitbit -

I have the same issue as the others in this post - white and grey vertical lines.  I have tried short and long resets and clock face changes multiple times but there is no change in the behaviour.  Can you please escalate this to the Customer Support team?

Thank you.

[Sandytoz]

As this has happened to me as well, I have followed the instructions outlines and the problem still exists.  Since this has happened to multiple users, please advise if there is a fix in progress.

[Paulab37]

I doubt there is a fix as I've just been offered a replacement as mine is in warranty. Hope you get yours sorted out.

[BeccaDee2]

I am having the same issue! The lines on the screen and it doesn’t want to sync. I have to reset it just about every time I need to sync it.

[LiliyaFitbit]

Welcome to the Fitbit Community, @BeccaDee2 @Michael_U @Sandytoz @lrich524. Thank you for your replies, @Paulab37 @benji_ro @KAWJ.

@KAWJ @benji_ro @Michael_U @Sandytoz I appreciate your troubleshooting efforts. 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 replies soon. 

@Paulab37 I am glad to hear that our Support team took care of your case and now you'll receive a replacement. Thank you for posting the update here. 

@lrich524 I am sorry to hear you're experiencing the same issue with your device. Thank you for providing a photo and for contacting our Support team. I am sure they 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. 

@BeccaDee2 thank you for joining the thread and sharing that you're having difficulty with syncing your device besides the screen issue. I appreciate your troubleshooting efforts and would like to confirm if you've tried to do a long restart? For complete instructions to resolve the syncing issue, see Why won't my Fitbit device sync?

Looking forward to hearing back from you.

[BeccaDee2]

I did try the long restart, @LiliyaFitbit 

[Rainyday74]

I thought I was alone with this issue!! I feel a bit better now... like I'm not going crazy... i thought my kids or myself must have done something... but it just started doing this 3 days ago....now my screen has gone completely dark... what do I do?

[lrich524]

Contact customer service. If it is still under warranty , they will probably replace it. If not, they will offer you a discount on a new device.