Charge 3 has white lines across the display

[Kellypops]

I think there's an actual issue with my fitbit but thought I'd post in here to see if anyone else was experiencing a similar issue. 

I bought my charge 3 just under two weeks ago. Last Friday, I noticed my screen looked faded and had white lines running through it. I have tried to reset it three times as generally suggested with no such luck. 

I haven't damaged it in any way and I've continued to wear it in the shower as I wasn't concerned due to it being waterproof. The day the faded screen/lines appeared was when the battery was very low - but that's the only thing I can think of and surely a low battery should'nt lead to this? 

Anyone's help would be greatly appreciated before I have to take it back. I've tried to add a picture to this thread but can't for some reason. 

Many Thanks

Moderator edit: updated subject for clarity

[markodz]

Exactly the same 

[markodz]

My Fitbit charge 3 has white stripes going down the middle of the screen as well. Got it in December as a Christmas gift from Canada. Rebooted and restarted multiple times and the stripes are still there.

[Joggernaut]

then looks like your lucky because i havent got warranty

[LizzyFitbit]

Hi @Mommabev, @Joggernaut, @sept1952. It's nice to see you here. @markodz, welcome to our Community Forums.

@Mommabev and @sept1952, I'm happy to hear that our team sent you a replacement Charge 3 and thanks for sharing your experience with our team. I'm sure you'll crush your goals with your new device!

@Joggernaut, thanks for getting back. About your inquiry, I can contact our Support Team and request a case for you so they can evaluate your options. Just before anything else, may I know if you've tried restarting your Charge 3? 

@markodz, thanks for letting me know about your device, as well for the steps you've tried. Since the issue persists, I've contacted our Support Team so they create a case for you. They'll send you an email shortly with more details.

Keep me posted.

[Lauren55]

I received my Fitbit for Christmas and so far I love it, but I looked down at my Fitbit today and had the exact same issue, I tried plugging it in to the charger, restarting it, updating my app, and changing the display screen. Nothing works! The lines are still there as if the screen burnt out!

[Joggernaut]

yes i have tried restarting my fitbit multiple times although didn't seem
to work so looks like the only solution is a replacement although i live in
a country where there aren't any fitbit stores because i got one from
another country

[c668]

my battery was low, and all of a sudden the display screen is full of streaks...i recharged my device, i rebooted it from the device and even forced rebooted from the charge....still no change. and now the screen doesnt turn on when i turn my wrist. help

[Lauren55]

My battery was low when this happened as well! Once it was fully charged nothing could fix it! I just ended a live chat with Fitbit support and I already have a replacement on the way since I’ve only had my Charge3 for 6 months

Vertical white lines on display screen

[sept1952]

Fitbit is shipping mine. Have you talked to them?

Sent from my iPhone

[Joggernaut]

i have posted a message on the issue and have been been told about going to be given a case from the support team of fitbit although havent heard from them for hours so waiting for them to respond and hopefully give me a replacement

[Joggernaut]

i have tried restarting my fitbit but it hasnt shown a great result and looks the same as before

[Joggernaut]

could the replacement have the same issue?

[sept1952]

I didn’t get a reply for 2 days, so hang in there.

Sent from my iPhone

[sept1952]

I don’t know, but I have wondered about the same thing! Time will tell, hopefully not, or Fitbit will probably lose a lot of customers!

Sent from my iPhone

[Ament]

This is how my tracker looks for a few days  And the battery goes dead in one day.

I also have a favor to the moderators: just please don't talk **** over and over about restarting and reseting the tracker - it doesn't help at all.

[Lauren55]

It looks like the only fix for this is a replacement. I got on a live chat session with support and it only took about 10 minutes and I already had a replacement on the way, it was very easy and hassle free. Luckily so far mine is still syncing and working but I did notice it’s harder to navigate the screen with my finger, if I slide to look at my stats the screen does nothing and it use to be a breeze. I really hope the replacement doesn’t start having this issue, I feel like a year warranty isn’t long enough on such an expensive product that seems to have quite a few glitches. I just got a pair of $60 skull candy headphones and even their warranty is two years just for a pair of headphones.

[LizzyFitbit]

Hi @Lauren55, welcome on board! @Joggernaut, @c668, @sept1952, and @Ament. It's nice to see you around.

@Lauren55, thanks for troubleshooting your device, as well for sharing a picture of your device. I'm glad that you're going to receive a replacement. @sept1952, thank you also for taking the time to share your thoughts about your devices. I see where are you coming from and Fitbit constantly works on our devices based on the Community posts, to improve your experience with them.

@Joggernaut, thanks for confirming that you've tried to restart your device. @c668, thanks to you as well for letting me know about your Charge 3. I've checked with our Support Team and apparently they already took your case under their wings. You'll receive an email from them shortly with more details about your case.

@Ament, thanks for sharing a picture of your device's screen. Let me explain that we suggest the restart as part of our troubleshooting, and because that has helped other users. Since yours isn't working correctly, I've requested a case so our Support Team can give you a hand. Keep an eye on your inbox.

Keep me posted.

[AnnaRose83]

My Charger 3 has a black line going through the display face & it’s getting harder to swipe from screen to screen. I’ve tried restarting it a few times, rebooting it, & cleared user data, but nothing has helped. This was a Christmas present & I really like it! However it really sucks that there’s a problem with it.  Any suggestions?

[JuanJoFitbit]

@AnnaRose83 welcome to our Fitbit Community! I'm happy to assist you with your Charge 3 since the screen has a black line across the screen. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like you to try one more workaround that has been helpful for this type of issues. Please try a long restart. To restart Charge 3 using the 15-second method: 

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.

Keep me posted on the outcome! 

[Briraerae]

My charge 3 is doing the exact same thing as the initial post. How do I get in contact with customer support?