Charge 3 not tracking HR and scrolling through screens

[sockpuppetsami]

I just recently starting having a problem with my Charge 3.  First I noticed my heart rate wasn't being tracked and I looked and saw the green lights were no longer coming out of the back of my device.  I looked at the forums for some possible solutions and tried to do a factory reset.  That didn't fix anything so I also tried to unpair and repair with my phone.  Still nothing.

A few hours later my wrist started buzzing.  I looked down and saw my Charge 3 going completely bonkers.  It was acting like the button was being pressed and now won't stop randomly cycling through these button presses.  I managed to take a video which I linked below.  I have no idea what is going on with my Charge 3 and would really appreciate any help to remedy this as it's completely unusable right now.

https://youtu.be/nlQOV-5ZzG8

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @sockpuppetsami, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post, your effort trying some troubleshooting steps before posting over here is also appreciated, I understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. This article includes a restart process that will refresh the device's performance and should fix the button issue as well.

I'll be around if further assistance is needed, please keep me posted.

[sockpuppetsami]

Hi @RicardoFitbit.  Thanks for your reply.  Unfortunately your suggestions are all things I have already tried and they didn't help.

[RicardoFitbit]

You're welcome @sockpuppetsami, your reply is also appreciated.

Thanks for trying the troubleshooting steps that were shared on my previous post. Since you're still experiencing difficulties with your Charge 3, please follow the next steps to perform a long restart process and let me know if the issue persists:

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.

I'll be here. 

[sockpuppetsami]

@RicardoFitbit, thanks again for the reply.

In the first reply you provided, in the reset link, it says to restart my Charge 3 I need to hold the button for 8 seconds.  I had already done that and didn't fix it.

In your latest reply, it says to hold the button down for 15 seconds, but that doesn't seem to do anything different than the 8 second restart.  It goes through the 8 second restart, shows a progress bar, brings up the smiley face, and then turns back on.  I continue to hold the button beyond this, but it does nothing further.

Are these the correct steps for the long restart?

[RicardoFitbit]

Your update is appreciated @sockpuppetsami.

I'm sorry to know that you're experiencing difficulties with the long restart process that was shared on my previous reply. Can you please let me know if do you feel the 7 short vibrations that were explained above? Or is your Charge 3 just resetting as the normal restart process?

I'll be waiting for your reply. 

[sockpuppetsami]

@RicardoFitbitit's more like 3-4 vibrations.  I'm guessing that's just the normal restart process?

[RicardoFitbit]

Hi again @sockpuppetsami, it's a pleasure to continue assisting you.

You're correct, your Charge 3 is not completing the long restart procedure and just restarting. That being said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[tracydowner]

I'm having the same issue and I tried the long restart and it will not complete the restart procedure. Now the screen is off and the most my fit bit will do is vibrate briefly when the button is pressed.

[RicardoFitbit]

Hi @tracydowner, welcome aboard.

Thanks for trying the troubleshooting steps that were shared on this thread. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

Looking forward to your reply.

[tracydowner]

Hi Ricardo,

My fit bit is completely unresponsive. When the screen was acting crazy, i changed the clock faces, but nothing helped. it was still scrolling side ways and diagonally. Then when i did the restart and it never did anything after that. It will vibrate twice, but screen is blank. I have tried it a few more times and it's not working. Very disappointing!

[sockpuppetsami]

@tracydownerI'm sorry to hear you're having similar problems.  Hopefully your fitbit is still under warranty.  If it is, they should be able to fix/replace yours without any problem.  Otherwise there isn't anything they can do.  Fitbit did send me a discount code to use on a new device, but that's it.  😞  Good luck!