Charge 3 screen got blank lines

[PAYT]

Hello my fitbit charge 3 has had a black line appear at the top of the screen?

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome on board @PAYT, it's nice to see you here! Sorry to hear your Charge 3 screen got black.

I saw you got in touch with our Support Team after posting here. I'm glad to hear they were able to help. Please keep an eye on your inbox, some will be in touch with you soon.

In case someone else jumps in here having the same issue, I'd recommend restarting your device by following these steps:

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 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.

I'll be around, ping me out!

[Anniebfit]

My Charge 3 has developed black lines all the way down the screen, very hard to read. When I tried to reset,  I lost about 500 steps and didn't solve the black lines. Don't ask me why my step total changed...I haven't a clue.

[MarreFitbit]

Hi there @Anniebfit, welcome to the Community Forums. Thanks for restarting your Charge 3 prior to contacting us. 

Since the restart didn't work, 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 around. 

[Anniebfit]

It's still syncing and I tried changing the clock. Still terrible.

[MarreFitbit]

Hi there @Anniebfit, thanks for coming back and letting me know the outcome. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

I'll be around if there's anything else I may do to assist you in the meantime. 

[Ken613]

Hi Marre,

I've tried the steps as you have suggested to reboot the charge 3 and to try a different clock face.  Still no joy.  Any more suggestions as to what to do?  I can barely make out the top of my fitbit screen because of the number of blank lines.

[MarreFitbit]

Hello @Ken613, welcome on board. Thank you so much for following the steps I recommended above in order to fix the blank screen of your Charge 3. 

Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

[Charliepmed]

Hello, I have this problem too. I tried the above suggestions but the blank line is still present. Is the Fitbit faulty? Please help! I’ve only had it since Christmas. Thanks!

[MarreFitbit]

Hi there @Charliepmed, welcome on board. Thanks for taking the time to follow the tips and recommendations provided to fix your Charge 3's screen. 

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. Please keep an eye on your inbox for updates on your case. 

Let me know if there's anything else I may do to help you.

[dAmeliaLucille]

I’ve had the same problem. I’ve tried the same steps you’ve suggested, and no change. Any other ideas? I’m sad I’ve only had my charge3 for over a year.

[mighty1kerb]

I have had my Charge 3 since June last year. I've been getting the black horizontal lines encroaching on the time and other displays starting about six weeks ago. They are getting worse. I've tried the suggested remedies, to no avail. Can anything be done? Is this built in obsolescence? 

[Talie]

I have the same problem, blank lines running horizontally across the screen, making it difficult to read the screen. I have tried the suggestions here but not fixed. Gutted as I love my rose gold Charge 3. 

[Anniebfit]

They replaced mine in 2019 and it's lasted until just recently when it developed a new problem. I have a Charge 4 on order.

[WilsonFitbit]

Hello everyone. Thanks for participating in the community forums. 

@Talie Thank you for following the suggested troubleshooting steps. Since the inconvenience has persisted, I recommend contacting our Support Team for further assistance. You can contact them through chat or over the phone. Click here to get connected. Make sure to explain the inconvenience and the troubleshooting steps you've followed, this way they can assist you from there. 

@Anniebfit I'm glad to hear that you ordered a Charge 4. I was able to see that you reached out to our Support Team regarding your Charge 3 and they were able to provide information and assistance. If you still have additional questions or inquiries, please update your case so they can continue assisting you.