Charge 3 screen has a white line across the screen from left to right

[simonrhurt]

I just received my tracker about an hour ago. I've turned it on and synced it and I've got a solid white line across the middle of the screen! Is there any way of fixing this or is it going to have to be sent back for replacement?

A reboot didn't help...

[DavideFitbit]

Thank you for all the replies, photos and details provided @Crimsomlady9, @CindyLouWhoDat, @Josh85lil, @Nlarally, @LWaconda, @WideAwake, @Muggur, @Divergent, welcome to the new users in the forum as well. 

It's good to know that some of you already contacted Support about this and are going through the assistance or replacement process; thank you for confirming you already tried the restart process too. 

Also, a new firmware update was released recently for Charge 3, this release includes bug fixes and improvements. If you haven't done so already, you can update your device following the steps here; then check if you continue to experience the same difficulties. 

I hope this helps, keep me posted. 

[WideAwake]

@Divergent, thanks for the input... the solid white line on my Charge 3 is about 15-20 pixels below the white progress bar line that shows during a firmware update. I had already run the brand new update (hoping it would solve the problem), and while it was running both lines were on the screen!

[CindyLouWhoDat]

I shipped mine back. Now awaiting a replacement. 😞

--
Thank You,
*Cynthia Davis*

[DavideFitbit]

Thank you for the update @CindyLouWhoDat, it's good to know you'll be receiving your replacement soon. 

I've gone ahead and sent your information to the Customer Support team for further assistance @WideAwake, you should be getting a reply soon. 

I hope everything goes well. 

[rkuhn02]

I just opened my Charge 3 that I received as a gift. Went through the firmware update and i also have the white line a bout 20 pixels below the bar that was present during the update. What can I do to fix this or get a new one?

[Crimsomlady9]

Hey everyone so today I was going to mail my fitbit back as I was requested
to do & the white line is now gone. That is strange!!

[DavideFitbit]

Hi @rkuhn02, it's good to see you around in the forums for the first time. 

I'm sorry to see you've experienced the same difficulties with the Charge 3 display showing a white line across the display. Besides updating the firmware, could you please also confirm if you've also tried the restart process detailed here?

Thank you for the update @Crimsomlady9, I do recommend that you report it to the Customer Support team in the case that you had already created so they can provide you with the next steps. 

Please keep me posted.  

[rkuhn02]

Hi David,

Thanks for reaching out! Yes, I have tried restarting it a few times to no avail.

[Crimsomlady9]

I did

[rkuhn02]

Hi David, I am chatting with customer support now so hopefully they can help me through it. thanks! 

[BlueTigerDVM]

I have two lines on mine.  I did the live chat to discuss this with two customer supports representatives.  Now I'm also in limbo waiting for an email with instructions on what to do.

[Sianoo]

I bought my Charge 3 on 17th October and it was fine until the update...now I have acquired the infamous white line.

Are people having them replaced or is there a “fix”? 

[BlueTigerDVM]

Mine initially had two lines. I'm awaiting my replacement, but now there
is only one line. There does not seem to be an obvious fix to this.

[BlueTigerDVM]

Since my post, I am now awaiting my replacement.  One of my white lives went away (I had two.)  There doesn't seem to be a fix to this (Fitbit is sending out replacements.)  But from reading the message boards, sometimes the lines will go away on their own.

[DavideFitbit]

Hi @Sianoo, it's good to see you visiting the forums for the first time. Also, thank you for sharing that you already contacted Support for further assistance with this @rkuhn02 and @BlueTigerDVM. 

@Sianoo, thank you for your inquiry and all the information provided. Could you please confirm if already tried the steps mentioned here previously to restart the device? And if you continue to see the white line across the display after this procedure? 

Keep me posted. 

[WideAwake]

Update: I was within my 14-day window at Target, so after trying all of the suggested remedies and getting nowhere, I returned my Charge 3 and got a replacement. So far so good with this one...

[TommyDS]

Hello. Just received mine Today. After opening the box, pairing with my iPhone (still without the line), then installing update, and the white line popped up. Tried reboot 3 times, but no change. Also took a picture, cause my line is different from others.

https://www.dropbox.com/s/cifr6c66pdo0kgj/image1.jpeg?dl=0

[DavideFitbit]

Thank you for the update @WideAwake, it's good to know the new Charge 3 device is working properly for you now. 

Hi, welcome to the forums @TommyDS, I've sent your information to the Customer Support team as well for further assistance; you should be getting a reply soon. 

Keep us posted. 

[Bigjlm123]

Just opened and set up my Fitbit Charge 3 yesterday. It works completely fine but I have white lines across my screen that won’t go away. I tried resetting it but nothing seems to work. I even called customer support which was no help, they told me 48 hours till someone contacts me about the issue " over " e-mail. Not even over the phone.  Which lead me to the forums.  Is there any fix for this or should I just return it to get my money back ?

Picture of the lines below

https://www.dropbox.com/s/osb7p3dae16swbb/Charge3_Lines.jpg?dl=0

[TommyDS]

@DavideFitbitThanks. Today I woke up, white line was still there, but after 10-15 minutes it suddenly dissapeared. For now, it looks that problem was solved....