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

[ninelow]

@LizzyFitbit 

Hi.. Same problem just happened to my Charge 3.. I did the 8 second reset and changed the clock face, but it is still not working...I took the picture here..

Please help.. I just bought a new charge 3 for my friend's birthday.. it's embarrassing if this would happen to her present!!!

[LizzyFitbit]

Hi @ninelow, welcome on board. It's nice to see a new member around!

Thanks for letting me know that your Charge 3 is having the same behavior, as well for the picture taken. You've done a fantastic job with the troubleshooting steps! I see where are you coming from and I've contacted our Support Team on your behalf. They'll create a case and send you an email with more details. Keep an eye on your inbox.

See you around!

[IridescentThree]

Hi,

I too am having this same problem with the white/gray lines on my Charge 3. I have already performed a hard and soft reset and have changed the clock face multiple times. Any other suggestions? Thanks in advance!

[Lauren55]

When my Fitbit did this I started an online chat with the support team, within minutes I already had a new replacement on the way and it arrived very quickly. The support team has exceptional service and everything was hassle free! 

[LizzyFitbit]

Hi @IridescentThree, it's nice to have a new member around. @Lauren55, thanks for stopping by, as well for your great suggestion.

@IridescentThree, thanks for your efforts in troubleshooter your Charge 3. You did a fantastic job! Since the issue persists, I've got in touch with our team and apparently they already took your cases under their wings. Be sure that you're on good hands.

@Lauren55, thanks for your feedback about your experience with our Support Team via chat. I'm glad to hear that you received your replacement device and now you can start crushing your steps! 

I'll be around if you need anything else.

[rnkeller]

I, too, have a streaked screen....it started this week.   I did a redundant which didn’t change anything.   I bought my Charge 3 from Fitbit back in November, 2018....I have the order number..ordered 11/12/2018.

i did not have it near any water nor did I drop it.

what would my next steps be?  Thanks.

Moderator edit: removed personal information

[Tiffanymk]

Hi, my charge 3 came up with white lines across the screen as well so i thought I'd give your advice a good with my fit but but unfortunately it didn't work and there is still white lines on my charge 3, do you have any more ideas on what i could do?

[LizzyFitbit]

Hi @rnkeller, it's nice to see you around. @Tiffanymk, welcome to the Community Forums!

@rnkeller, thanks for letting me know about your Charge 3, as well for the troubleshooting steps that you've tried. I've checked with our Support Team and apparently they already took your case under their wings. They'll continue working with you via email. Be sure that your case is on good hands.

@Tiffanymk, thanks for your efforts in trying the steps suggested in this thread, and I'm sorry to hear that your Charge 3 screen is still not working. I've gone ahead and requested a case so you can receive further assistance. Keep an eye on your inbox, you should be getting a reply soon.

See you around.

[IridescentThree]

Hello to anyone reading this message. I just wanted to share my experience since reporting this problem. Fitbit customer service has been awesome!! My Charge 3 was still under warranty so its replacement is on it's way! However, now the touch part of my screen is no longer working. Yes, troubleshooting has been performed multiple times. Just sharing that the white line problem is the first indication of more to come. So report fast-my replacement isn't coming for another week. 

[LizzyFitbit]

Hi @IridescentThree. It's nice to see you around.

Thanks for letting me know that you've had a great experience with our support team. While your original device is having other issues, I'm glad that you'll be receiving a new device that will help you to crush your goals. You've done a fantastic job and be sure to setup your new Charge 3 to the same account after getting it.

Hope to see you around!

[briannanov95]

I’ve tried resetting my device twice, and each time it resets with the same white lines. It’s actually starting to affect the way my touch screen works on my Fitbit. Any help? It all started a few days ago when I went to plug it in. It was perfectly fine, then I plugged it in, then all of a sudden those lines appeared. 

[Minime74]

I too still have those lines after a restart.

[LizzyFitbit]

Hi @briannanov95 and @Minime74, welcome to the Community Forums!

@briannanov95, thanks for letting me know about your device, and I'm sorry to hear that the swipe function is also not working. I've gone ahead and requested a case for you so our team can give you a hand. Keep an eye on your inbox.

@Minime74, thanks for your efforts in restarting your Charge 3. You did a fantastic job. Since it has worked for other users, could you please try changing the clock face on your device? Give it a try and let me know how it goes.

Keep me posted.

[Alaphair]

1. Ok yes tis just happened to me today. My battery was very low too so I slept on it and when I woke up the screen was blank and only white lines will appear on screen. It still vibrates and appears to work internally other than screen-wise. This makes me really sad because I love my Fitbit and I never take it off, my tan line proves this, and I charge it while I'm in the shower .....why is this happening 😩😬🤷🏼‍:female_sign:

[Minime74]

I changed the clock face twice and also tried the reset. Still have
the same problem with the lines.

Christa J

[cecypdel]

@JuanJoFitbit Could they contact me too, please? Same issue.

[LizzyFitbit]

Hi @Alaphair and @cecypdel, welcome to the Community. @Minime74, it's nice to hear from you again.

@Alaphair, thanks for letting me know about your Charge 3, and I'm sorry that you've had this experience. @cecypdel, thanks for joining the conversation. Be sure that I'm here to help you. Just to confirm, have you tried changing the clock face and restarting it? If so, I'd recommend to perform a long restart with the steps posted by @JuanJoFitbit, as that has helped to other users.

@Minime74, thanks for trying the steps suggested in my post. Nice job! I've contacted our Support Team on your behalf, they'll create a case and send you an email with more details. Keep an eye on your inbox.

Keep me posted.

[cecypdel]

@LizFitbit I have!

I always try to do everything that's available in terms of troubleshooting before asking for help directly 😉

[Jobeer]

Hi There!

I'm a happy user of the fitbit charge 3 since it just came out last year. 

Today I went swimming for the first time with it, like it should be able to, and all seemed well afterwards. A couple of hours later though, white vertical 'stripes' appeared on the screen. Everywhere I scroll the same pattern is striped....

I tried the restarting solution and synching but unfortunately it did not help. Is any assistance possible? I look forward to hearing from you. 

[StellasC3FB]

I'm having the same issues that others are mentioning here.  White vertical lines and doesn't swipe well like it did when I first got it.  I've connected and rebooted, etc...  all of the same suggested solutions that are mentioned here and no improvement.  Any help?  Thank you!