Charge 3 has lines across the screen

[Ruthy301]

Hi, Can anyone help me..... This is my 2nd Charge 3 where the screen has slowly been pixilating and have broken lines across the screen. It is getting impossible to read the time or anything showing on the screen. Has anyone had this problem and can it be sorted out. I don't shower with the watch on so I know it's not water behind the screen or anything like that.

Thanks in anticipation for any form of reply.

Moderator edit: subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community @Ruthy301.

Thanks for the information provided.

I would recommend restarting your Fitbit Charge 3 by following these steps. Whether this doesn't help, please perform a long restart:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. 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. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

Hope this helps.

[Ruthy301 · Accepted solution]

Hi, I have tried what you said and it still is pixilated..... I have to change to screen clock so that I can actually read it a little bit. I am really disappointed as this is the 2nd Charge 3 I have had that has done this now.

[WilsonFitbit]

@Ruthy301, thank you for following the troubleshooting steps! 

Since the inconvenience has persisted, the best way to get help is to contact our Support Team. You can contact them through chat or over the phone. Click here to get connected. Make sure to explain the situation and the troubleshooting steps you've followed, this way they can assist you from there. 

Have a great day! 

[PPm1963]

How do you hold it down the hold button if it’s on charge? 

Moderator edit: format

[WilsonFitbit]

Hello @PPm1963. Welcome to the community forums! 

Regarding your question, once you connect the Charge 3 to the charging cable, you will notice that there is a space between your Fitbit device and the charging cable that will allow you to press the Charge 3 button. You will just need to press the button as you would normally do. 

Here is a picture that shows the part where you need to press and hold. 

Hope this helps. 

[marc.temp]

I bought a Charge 3 exactly 2 years an a week ago. Just before its second anniversary, the screen became pixelated. Reset, reset reset, to no avail. Then the screen became so pixelated that I could not read the time. A couple of days later, the hearth beat function stop. A week and a half later the display became so pale that I can see that there is something but cannot read it... to pale.But it continued to count the steps and the floors.

Kind of disappointing

[WilsonFitbit]

Hello @marc.temp. It's great to see you around. 

I'm very sorry for the inconvenience and thank you for the steps you've followed. Since you've tried most of the troubleshooting steps, my best recommendation is that you please reach out to our Support Team for further assistance. Note that you can contact them through chat or over the phone and you can click here to get connected. 

See you around. 

[BRD62]

Hello,

My Charge 3 display had a straight line across the screen.  I tried the long restart that is recommended but I don't get anything displayed on the screen.  No battery icon, no progress bar, etc.  I do feel the vibrations but the screen remains dark.  Using the app on my phone, I am able to sync the device.  I've tried changing the clock face as well using my app.  Still nothing on my screen.  Anything else I can try or is it dead?  Thank you.

[WilsonFitbit]

Hello @BRD62. Nice to see you around! 

Thank you for the detailed information and for the troubleshooting steps you've tried. At this time, I was able to see that you contacted our Support Team and they were able to provide assistance and information. If you still have additional questions or inquiries, I recommend replying back to your case and they will be more than glad to continue assisting you. 

See you around.