Charge 3 has grey vertical block on screen

[justin62]

My charge 3 has developed a grey block on the display screen and difficult now to check progress.  I have checked forums rebooted and changed clock face but this hasn’t worked.  Please can this be escalated thanks

Justin 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @justin62.

I am sorry to hear your Charge 3 has developed a grey block on the display screen and it's difficult for you to see your progress. Thanks for trying to resolve this, I am here to help. Before considering other options, could you please confirm if you've tried to do 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.

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?

Looking forward to your response.

[justin62]

Hi I am sorry I have followed all instructions but it does not work.  The battery icon is now showing every time I want to check the time and still a grey background.  The functionality bid now considerably impaired. I hope you can help 

[LiliyaFitbit]

Hi @justin62, thank you for your reply.

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. 

Let me know if you have any questions.