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

[LizzyFitbit]

Hi @tlr3, @Onemorecorgi, @Dele1234 and @Live4today. Nice to see you around. @Todai88 and @Desperatedan197, welcome on board. It's good that the community is growing! 

@tlr3, thanks for letting me know about your Charge 3, as well for sharing a picture showing its behavior. You did a great job with the restart! Before anything else, and if you've not done so I'd recommend to try changing the clock face and performing a long restart on your device.

@Onemorecorgi, I'm glad to hear that our team provided an outstanding assistance, and thanks for sharing your feedback about your device. I'm sure you'll crush your steps with your new device.

@Todai88, thanks for joining the conversation, as well for sharing the steps that you've tried prior posting. I've gone ahead and contacted our Support Team so they can create a case on your behalf. You'll receive an email with more details, keep an eye on your inbox.

@Dele1234 and @Live4today, thanks for taking the time to share your feedback. I see where are you coming from, as this shouldn't be happening with your device. I'm sorry that you wen't through this situation, and if you need anything else, feel free to let me know.

@Desperatedan197, I'm sorry for the experience that you've had with the Charge 3. I appreciate you for trying the suggestions posted here, let me help you with this. I've gone ahead and requested a case on your behalf. Our team will send you an email shortly, so make sure to check your inbox.

Catch you later!

[tlr3]

@LizzyFitbit , thanks for the further trouble shooting steps. I've now tried changing the clock face and long resetting several times each with no change. Clock face also seems less responsive since this started. What now?

[hannahsparer]

That fixed my problem! Thanks!!

[LizzyFitbit]

Hi @tlr3, I'm glad to see you again, and I'm sorry for the delay in my response. @hannahsparer, it's nice to see new faces around!

@tlr3, thanks for trying the steps from my previous post. Since your Charge 3 is still not working, I've gone ahead and requested a case on your behalf. Our Support will send you an email with more details, so keep an eye on your inbox.

@hannahsparer, thanks for joining the conversation and I'm glad that everything is working now. Nice job! 

Hope to see you around.

[Moose12]

I am having same problem with white lines it just started today so I follow the suggestion still has white lines

thank Sandrs

[Valerielarissa]

Mine has this same issue, white lines across the screen and it’s faded white, I came here looking for a solution and have tried everything you’ve stated, reset it and the whole shebang... nothing has worked, I’ve had it for 4 months now... I’m very sad and disappointed this was bringing me much joy until now, please help.

[Live4today]

I finally called for support. Of course they did the same thing that I been doing but the end. They send me a new one. I got it the other day. Of course the site was having a problem and I had to wait to connect the next day. Over all, I am happy with my replacement but it’s only been two days.

[LizzyFitbit]

Hi @Moose12 and @Valerielarissa, welcome to the Community Forums! @Live4today, nice to see you again.

@Moose12 and @Valerielarissa, thanks for letting me know about your Charge 3 devices, as well for the troubleshooting steps that you've done. Great job! I've checked with our Support Team and apparently they already took your cases under their wings. Please keep working with them, be sure your cases and on good hands.

@Live4today, I'm happy to know that you got your replacement, and it's working fine. Thanks for keeping me updated and if you have any question, feel free to let me know.

Catch you later! 

[Ezmothefuzz]

I am having the same issue of blurred white lines across the screen of my fitbit charge 3. I have attempted restarting it while connected to the charge cable multiple times, and I have cleared the used data and repaired it with my phone. Are there any other solutions?

[Mummacake]

I am having the same issues and have tried all the troubleshooting advice. I’ve had a Fitbit for nearly 3 years and the Charge 3 since February with no concerns at all. Since the lines have started the sensitivity of the device has increased. But prior to this happening I also noticed that my Fitbit was recording my flattish dog walk as up-to 90 flights of stairs. I do feel quite frustrated about this. 

[LizzyFitbit]

Hi @Ezmothefuzz and @Mummacake. Welcome to the Community Forums! I'm sorry for the delay in my response.

Thanks to both of you for letting me know about the Charge 3, as well for the troubleshooting steps that you've tried. You did an amazing job! Besides the restart, have you tried changing the clock face? If not, please give it a try and let me know how it goes.

Keep me posted. 

[Mummacake]

I’ve changed the clock face twice and also tried several more restarts to no avail. Today my Fitbit didn’t sync at all, stating I’d done 2000 steps all day then suddenly registered I’d hit the 10000 mark. Any other advice would be great. Thank you. 

[AmsKY]

I have this exact same issue. My Charge 3 has been “on charge” for a whole day and night and the white line is all it will display. I have tried restarting many times and following numerous advice online / in forums.  I don’t ever get any other screen other than a smiling face occasionally, which disappears and the screen goes blank again. 

At this point I just want a new one that works as I only got it in December. 

[Dele1234]

I got the Fitbit lite Versa and my watch fine
I am not this situation so thanks
Sorry can’t help U
Try sort is yourself
--
Sent from Gmail phone

[brookeleighh]

Hi,

I’m having the same issue with my charge 3 - white lines just appeared on my screen after I put it on charge to update the software. My screen now just freezes and I can’t swipe up, down or across and have to restart it whilst on charge to get it working again.

i’ve restarted it multiple times and changed the clock faces. No troubleshoot is actually working for me. 

I was gifted this in November and I’ve had issues with the screen a few times.

can someone help please?

[Live4today]

I had that issue and other one too. I finally called and of course they had to do what we did but in the end I got a replacement. I had it for a week now, and so far so good and I am happy with it and NO ISSUE

[Mummacake]

I have the same problem. I’ve just updated my tracker and now it isn’t giving alarms for movement and I can barely get any response from the touch screen. I think I will get in touch with the seller and as for a new one. I have only had this since Feb and feel very let down with it all. 

[Mummacake]

Hi

Done all as suggested. Also updated the tracker. No difference and, following the update, no longer links to my phone via Bluetooth. Have you any further advice or shall I return it to my seller?

[brookeleighh]

After all the troubleshooting, I now can’t re-sync my Fitbit back to my phone and have no use of the screen whatsoever. It’s just the clock face with white lines, the side button doesn’t even let me restart it anymore.

please advise if this is something you can help with or if I need to return it to the seller for a replacement.

[allyssasztraube]

hi. i’ve had my charge 3 for about 3 months now i believe, my battery was also slightly dead last night when i went to bed and this morning i woke up with the lines. i’ve tried deleting user data, plugging in my phone to my computer and holding down the side for 8 seconds, and rebooting it from

the fitbit itself. anything else i can do?