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

[PippaK]

How do you clear user data? 

[Debh15]

I’m having the same issue with mine. The screen has gone grey, I’ve tried to re set and I’ve change the clock face but it’s still the same. I did email customer service 4 days ago but still have not heard anything. Can you help me please? 

[LizzyFitbit]

Hi @PippaK and @Debh15, welcome to the Community Forums. I'm sorry for my delayed response.

@PippaK, thanks for joining this thread. I appreciate your willingness in troubleshooting your device, and instead of trying the clear user data process, I'd recommend to change the clock face of your device. Also, please give a try to the steps posted here.

@Debh15, thanks for letting me know that your Charge 3's screen is having this behavior. You did a great job with the troubleshooting steps! I've contacted our Support Team and it seems that your case wasn't opened correctly, as they didn't find your request with the email linked to your Fitbit Community account. They'll create a new case on your behalf, so keep an eye on your inbox.

Catch you later! 

[Lexington42]

The white line is also happening with my Charge 3. I have read the tip listed here to restart and I have done that 3 times now. No improvement to the white lines and the screen is still sluggish in reacting.  What else can be done?

[LizzyFitbit]

Hi @Lexington42. It's nice to have you on board!

I'm sorry that your Charge 3 has the same behavior, and thanks for trying the restart. Just to confirm, have you also tried changing the clock face and performing a long restart with the steps posted above? If not, please give it a try to see how your device responds.

[PippaK]

Have tried all of the recommended steps and no improvement in white lines.  

[desiraylperez]

Hello my Charge 3 battery was low today and I was not able to get to the charger right away. About 3 hrs after having the battery symbol on the charger it started having white lines. I have reset it several times and I have cleared the charge 3 several times but the white lines are still there.  How do I fix this.  I have only had this charge 3 since May and it’s is only August. Please help!!!

[KiniTaho]

I have the same problem!

[desiraylperez]

Message a member from customer service. I am having to get a replacement because nothing I did worked to fix mine. 

[kkaighin]

Hello,

I bought a Fitbit 3 Charge at Best Buy for my step-father Dec 19, 2018.  He contacted me yesterday to see what was wrong.  I walked him through the restart process and made sure his software was up to date.  Nothing has worked.  Reading this (and many other) threads, it seems the only solution is to return this item to Best Buy.  However, I did not purchase the extended warranty on this item, so is Best Buy still going to accept this return and provide me with a new Fitbit?

Thank you.

[ThePhotographer]

White lines and faded looking screen, anyone else having this issue? 

[Biologypsy18]

Hi! I am having this problem, too. Reset several times, and my charging cable is fine. I commented on another post like this one, I hope that is okay. Just want to fix it!! Thanks in advance 🙂

[Suzbud]

Thank you for all the help & suggestions but nothing seemed to work 😞

Hard reset

soft reset

changing clock face

so Fitbit have supplied a replacement as it was under warranty and so far so good. 

[Yari27]

Hello! I got my charge 3 since December 2018 and since Tuesday 08/06/19 am having the lines and fade screen .I contacted support today and the will be sending me a replacement under the warranty . However I wonder if it's going to happen again. Does anyone knows why is this?

[Joggernaut]

Hello, the reason why ur Fitbit might be broken is because of the batter. I had really low battery and then I charged my Fitbit, the next day I saw these white lines on the screen. This might help u to solve ur problem.

[ThePhotographer]

Thanks for your input,  I let it power completely down and allowed to to stay on the charger all night and still had the same issue 

[Aselberg]

@JuanJoFitbit 

Hi, have had charge 3 since Dec of 2018. Yesterday my charge woukdnt stop pulse vibrating and wouldnt turn on. Got home and put it on charger and reset it. Finally after 3 times resetting it started working. Today it started showing wrong time so tried to connect it to my Galaxy S9 but they wouldnt pair. Last time the two paired was 3 weeks ago even though they are by each other all the tome.  About 1/2 hour later it was a constant vibrate for about 30 seconds and no screen at all. Brought it home to charge and put it on charger and the screen was flickering and vibrating,almost like it was shorting out. I then got the white line.  Tried to restart and got nothing. Left it for a couple minutes and now the screen shows the fitbit logo and 001 under it. I cant get it to pair to my phone, in fact my phone doesn't even find it.  If I take it off charger it has a bright green light as well as the logo and 001 on face. Please help with any suggestions. Thank you!

[Linda31]

Hi. I have this same issue on almost a brand new charge 3 as last one had to be replaced. I have tried the solution provided and this has not worked. Other ideas?

[Wishiwas29]

Contact the company directly. They are slow at responding. Still waiting for my replacement.

wishIwas29

[Aselberg]

Thanks for the info. Are you saying to go direct to Fitbit or somewhere else? Kind of sad we are all having issues and they dont respond. Used to love my fitbit. 😔