Charge 3 has two white lines on screen

[KJK3070]

Today, 2 bright white lines appeared on the screen of my charge 3. On the analog clock face, one underlined the date at the top and the second one crosses the screen through the 8 and 4 o’clock bars. I have reset the device while in the charger. I have changed the clock face. Nothing fixes the problem. Please help!!!

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @KJK3070.

I am sorry to hear that two bright white lines appeared on your Charge 3 screen. Thank you for trying to resolve this and providing the additional details. I totally understand how you are feeling and I am here to help. Since you've tried to restart the tracker and change a clock face, I recommend 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.

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.

[Mzrain13]

I’m having the same issue, syndrome the screen won’t turn on and stay black. I’ve tried to do a full restart, happy face comes on, but issue not resolved. Changed clock face, issue still there. Nothing has worked

[LiliyaFitbit]

Hi @Mzrain13, it's nice to see you again in our Community Forums. 

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 the additional details, I am here to assist you. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts.

Let me know if you have any questions.

[KJK3070]

I had not contacted anyone else (other than my original post). Someone else emailed me possible solutions, maybe that was support.

At this time, the lines are gone. But, they tend to come and go. It is an intermittent problem.

I have not tried any fixes beyond the trouble shooting I wrote in my post. Today, it’s been fine all day, no lines.

Moderator edit: personal info removed

[LiliyaFitbit]

Hi @KJK3070, thank you for your response.

I am glad to hear your tracker is not showing any lines at the moment. Thank you for posting the update here. If the issue persists, please try a long restart process and let me know if the issue persists. I will be glad to assist you further. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

I'll be around if you have any questions. 

[Mzrain13]

Thank you, I have been assisted and I appreciate your message.

Marlene

[LiliyaFitbit]

Thank you for your reply, @Mzrain13.

I am glad to hear that you have been assisted with the issue you experienced. Thank you for your time and feedback.  

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Keep on visiting the forums. Happy stepping!

[Hootie30]

Have tried that fix but hasn’t fixed the problem. Charge 3 still showing the white lines. Not good for an item that is just over 6 months.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Hootie30.

Thank you for joining the thread and sharing that you're experiencing the same issue with your Charge 3. 

I understand how you are feeling and appreciate your troubleshooting efforts. I've shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox.

Let me know if you have any questions.

[Jo19anne]

• Hi, I also have two horizontal lines which have appeared on the screen. I have tried the plug in to charger hold the button reset. I've tried changing clock face. I've tried clearing data . The lines are still there. Please can someone help

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jo19anne.

I am sorry to hear your tracker is showing two horizontal lines on screen. I appreciate your troubleshooting efforts and would like to confirm if you've tried doing a long restart? You can confirm the steps in this post. 

Looking forward to your response. 

[Jo19anne]

Hi yes I've tried the long restart and only yesterday did an update. The two white lines are still there.

 

[Jo19anne]

I have tried the long restart without any luck. 

 

[KJK3070]

I have also tried the long restart. No luck either. I updated the firmware yesterday and that did not help either.

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your replies, @Jo19anne @KJK3070.

I appreciate your troubleshooting efforts. 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 replies soon. 

@Jo19anne Thank you for providing photos. 

I'll be around if you have any questions.  

[KJK3070]

So far, no one has come up with anything that helps and clearly, I am not the only one with this problem. Very disappointing.

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your response, @KJK3070. 

I understand how frustrating this is for you and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Our Support team will be in touch with you in order to help you out and provide a solution, please keep an eye on your inbox. 

Let me know if you have any questions.

[KJK3070]

I keep hearing that someone will be reaching out with a solution but no one does.

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your reply, @KJK3070.

I apologize for any inconvenience. Due to recent events affecting our operations, our team may need more time to respond. Thank you for your patience. 

I'll be around if you have any questions.