Charge 3 has lines across screen, scene turning white

[SainterT]

Hi I’m Fitbit Charge 3 ihas blackmlines across the Screen  and the screen is now very pale almost white.  I have tried both short an long restart but this has not cued the problem.  This is my second Charge 3, the replacement was supplied by you end of November last year. Can you help

Moderator Edit: Clarified subject

[AlvaroFitbit]

@SainterT Thanks for joining us! 

Let me help you with your Charge 3 screen not working and thank you for troubleshooting this issue. Since the issue persists I have created a ticket so our Support team can further assist you via email.

Let me know how it goes.

[tbonkers]

Can you please create a ticket for me too?  

[AlvaroFitbit]

@tbonkers Thanks for stopping by! 

Let me help you with your Charge 3 screen not working correctly. You don't mention trying any troubleshoots so I suggest you try restarting your tracker by doing the following:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know how it goes.

[Dcjm]

Hello,

I tried this twice without resolution to the issue.
Thank you.... also, I was not the first user on this thread, I joined another user’s post. Please ensure they are also receiving assistance.

Thank you

Get Outlook for iOS

[AlvaroFitbit]

@Dcjm It's nice to have you on board!

Let me help you with your Charge 3 screen and thank you for troubleshooting this issue. I have created a ticket so our Support team just like I did with a previous user. You will get an email from the Support team.

Keep me posted.

[tbonkers]

Sorry, I forgot to mention in my original post that I did try to reset it using those instructions and it didn't work.  I even tried picking a different clock face, which I saw in a different post.  I tried restarting it again now and still nothing.

[tbonkers]

So what happens now?  Did you open a ticket for me?  Will I be contacted by email?

[SainterT]

Fitbit have given me money off a new Fitbit, problem has been sorted

Sent from my iPhone

[AlvaroFitbit]

@tbonkers @SainterT thank you both for your replies.

@tbonkers thank you for clarifying that you have restarted your tracker. I have created a ticket for your too. You will get an email from our Support team.

Let me know how it goes.

[M.P69]

Hi, sorry to jump on this post, my fitbit started to look like yours in the picture above today,( 19.4.21).

Did you manage to get it sorted. 

Thanks.

Michelle

[tbonkers]

Yes, FitBit sent me a new device. Just the electronic part, no band or
charger. My band had torn, so I had to open a new claim for a band and
they sent me a new band right away.

tbonkers (aka Trish)

[AlvaroFitbit]

@M.P69 Thanks for stopping by! 

@M.P69  as @tbonkers mentioned Support is able to assist you when the troubleshoots haven't worked. I noticed that you already have a ticket with Support so hopefully they were able to assist you solving this issue. 

@tbonkers thank you for taking the time to reply to @M.P69 question.

I'll be around.

[Cookie1975]

Hey 🙋🏽‍:female_sign:,

I have had the same issue. I have reset the device twice by going into settings but to no avail. The screen has faded even more today. My device is 2 years old. Just wondering what can be done to remedy this?

Thanks.