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...

[df4351]

Fitbit was very helpful when I contacted them. I’d suggest you do that,
too.
Good luck.


--
Daniel Feldman

[DavideFitbit]

Thank you for the update @df4351, it's good to know the experience with Customer Support was positive. 

Also thank you for all the details and the picture provided @Aislingmil, I've sent your information to the Customer Support team for further assistance with this; you should be getting a reply soon. 

Please keep us posted. 

[SunsetRunner]

Hi everyone!

@DavideFitbit sent my request to customer support and, after some guidance for proper reset, the problem was solved.

Thank you Davide, and good luck to you all.

[DavideFitbit]

Great, that's good news @SunsetRunner, thank you for the update. 

[Nowakm716]

Just opened my new Charge 3 that I got from the Fitbit website and it also has the white line. Did the update and everything it was promoted to d

[Nowakm716]

This morning, synced the fitbit, said it wasn’t paired with my iphone. Also it has the exact same sleep stats every single day which i know is not to be true. I have removed all of my past fitbits from the app hoping that may clear things up. Nada. Also tried uninstalling the fitbit app and reinstalling it, logged in. Same issues are there.  Resting Heart Rate has not changed it seems to be at a defaulted 58 bpm and does not show what it activiely is in real time. The green light underneath is not even on. I was so excited for this and waiting anxiously all week for it to arrive and I am extremely disappointed. At this point I am going to have to go back to my Charge 2. At least that worked. 

[DavideFitbit]

Hello @Nowakm716, welcome to the Community forums. 

I'm sorry to see that you've been experiencing trouble with your new Charge 3. Before considering other options, could you please confirm if you already tried the steps listed here to complete a restart process? 

Also, try changing to a different clock face to see if you continue to experience the same difficulties. This has been useful to other users. 

Please keep me posted. 

[Wolfen]

I did as a few others and just waited. The line disappeared after ten days by itself and has not been seen since. 🙂

[DavideFitbit]

Awesome @Wolfen, thank you for the update. 

[Joob-joobs]

@SunsetRunner Do you recall the steps you were guided through for the proper reset? I got my Charge 3 yesterday and I have the white line across the screen too. 

I’ve tried the tips included in this thread so far but nothing has worked.

Thanks

[Violyn]

My Charge 3 also has a white line through it! I haven't,  as if yet, seen a remedy.

[Joob-joobs]

I logged the issue with customer support this morning. They asked me to email a photograph and I’m now waiting on them coming back to me. I’ll let you know what they say.

[EFatsy]

I'm having the same issue....white line across the screen....along with the inability to change the clock face....very frustrating!

[Aislingmil]

Just an update that Fitbit replaced my tracker and all seems to be working well so far.

Sent from my iPhone

[Violyn]

I just spoke to them on the phone after trying reboot, restart, app update and uninstalling and reinstalling the app on my own. They had me try a long restart of at least 15 seconds. I tried it twice and the line is still there. They have escalated it to the specialists and I'm awaiting an email from them.
Sent from my Galaxy Tab A

[Jimbo5604]

I am on my 3rd charge 3 in 2 weeks. First one wouldn't sync properly and the 2nd had weird vertical lines on it. This one seemed to be working fine but I have noticed on clock face when displaying rounded numbers. At the bottom there is a thin black line that cuts off the bottom of the number.  Is this normal? Quite disappointed with the charge 3 so far. For a 130 pound piece of kit there seems to be a lot of issues.

[Joob-joobs]

Customer support have come back to me to let me know I have 2 options. 1. Return to retailer for refund or replacement, 2. Fitbit will check my eligibility for replacement.

As the retailer has no stock available I have gone with option 2...

[SunsetRunner]

Hi @Joob-joobs! I'm no following the troubleshoot the other people shared in the thread, but hope this long restart can help you:

• Plug the device into the charging cable. 
• While the device is plugged into the charging cable, hold the button down for 15 seconds. 
• Tell the customer to remove their finger from button. Note: Device won't have a smiley face icon and should be off with a black screen.
• Remove the device from the charging cable.
• Plug the device into the charging cable again. 
• The smiley face icon appears on the screen. 

It did not work immediately. I did it before go to bed and I noticed it worked in the next morning.

Good luck

[EFatsy]

Thank you! Trying that now.

Get Outlook for iOS

[Violyn]

I tried that. Didn't work. Mine is still under warranty,  so they are sending me a new one.

Sent from my Verizon, Samsung Galaxy smartphone