Charge 3 screen frozen

[Kmanfred]

I was having an issue where my Charge 3 wouldn’t sync to my Galaxy S8 anymore and then suddenly today the screen froze. It is stuck on the number of floors. Plugging into charger and holding in button won’t restart it. Don’t know what happened or how to fix.

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Community @Kmanfred.

Thanks for troubleshooting this display issue by yourself. Please make sure to do the following in order to restart your tracker:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Let me know the outcome. 

[Kmanfred]

It finally worked and restarted. Thank you. Unfortunately I still can't get it to sync even though bluetooth is on and my phone says it is paired with the Charge 3. When I tell it to sync it just spins around for awhile and then stops like it synced but the data isn't there


Sent from my T-Mobile 4G LTE Device

[jog916]

Thanks, I just used this fix aand it works prefectly! 

[MarreFitbit]

Welcome on board @jog916! We're glad to hear that the steps provided above fixed the issue with your Charge 3. 

I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted.

I hope you have a great day! 

[Dierickson]

I did this and it worked to unfreeze but lost all the info for the day prior to that.

[MarreFitbit]

Welcome on board @Dierickson! What happened to you is an expected behavior. You should have logged in to sync the tracker before doing this procedure. Even when the tracker's display was frozen it might have been able to sync.

If you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. To get more information about this, check the article: How do I manually log an activity or exercise?

Additionally, it'd be great to take a look at: How do Fitbit devices sync their data? to get more information about how your Charge 3 syncs. 

Hope this clarifies what happened. Let me know if you need further assistance.

[Loveparis]

My fitbit had frozen. The only thing that moves is the time. It won't let me swipe to check my steps or anything. I am updating it right now. Please help if the updating doesn't work. I also tried plugging it in and holding it for 8 seconds , but it doesn't work at all.

[MarreFitbit · Accepted solution]

Welcome on board @Loveparis! Thanks for already restarting your Charge 3 in order to solve the issue with the screen. 

Since the restart hasn't worked for you, I suggest 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. 

If the long restart does not work either, please check on the Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.

Give this a go and let me know the outcome. I'll be here and glad to further assist you. 

[Dierickson]

Thank you. I went ahead and left it on the charger bc it was in need of charging. When I unplugged it, the numbers came back. I had actually synced it beforehand to see if that might unfreeze it. So maybe that's what worked. 

Sent from Yahoo Mail on Android

[MarreFitbit]

Awesome @Dierickson! I'm very glad to hear that you're back on track. Thanks for letting us know what has worked for you. 

Please don't hesitate to let us know if there's anything else I may do to assist you with. 

[Loveparis]

Thank you so much! Also it finally had unfrozen!!

[Loveparis]

Thank you! It worked!

[slavkoles]

Thank you so much!

I was in school and didn't have my charging cable to reset the watch.

So I changed the clock face and then changed it back and it fixed it!

Thanks!

[MarreFitbit]

Welcome to the Community Forums @slavkoles! I'm glad to hear that changing the clock face has worked for you. 

I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted! 

[nanachris52]

Reset and reset and reset many times each day. Changing the clock face only works temporarily.  Mine gets stuck anytime I swipe left.  This is a joke !!!  

[MarreFitbit]

@nanachris52 Welcome on board. I totally understand how you feel. Thanks for following the tips and recommendations provided here. 

Since none of the steps you tried have worked, I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

Let me know if you have any questions present. 

[SheKai]

Thanks you - Thank you - Thank you

This worked perfectly for me.

[MarreFitbit]

Hi there @SheKai, thanks for stopping by and letting us know that the steps recommended here worked for you. 

I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted! 😉

[SheKai]

Thank you so much!

Sent from my iPhone