Charge 3 screen has horizontal lines

[SaraEGreen]

From a totally normal screen to suddenly white lines. 

Restarted

Long restarted

Change clock face

Nothing!

What now?

Moderator edit: updated subject for clarity

[Gemzlouise1982]

I have restarted & changed the clock faces but the lines are still there!! Only had this fitbit since 7th September!! 

[SaraEGreen]

Mine since August - it's really frustrating! I've lost track of how many times I've restarted etc grrrrr

[SaraEGreen]

 

[SaraEGreen]

 

[JulesyB]

I’m having this problem as well but my lines are black, had 6 now there’s about 20

[SaraEGreen]

Same for me now since doing a long restart as suggested by Fitbit support!

[LizzyFitbit]

Hi @SaraEGreen. It's good to see you here in the forums. @Gemzlouise1982 and @JulesyB, welcome to the Community Forums.

@SaraEGreen and @JulesyB, thanks for your efforts while working on your trackers, as well for the pictures provided. I understand where you're coming from since the screen shouldn't have those lines. I got in touch with our Support team and apparently they already took your case under their wings. They're working with you via email, keep an eye on your inbox.

@Gemzlouise1982, thanks for letting me know that you've restarted your Charge 3 and changed the clock face prior posting. In this case, I'd recommend to perform a long restart which has worked for other members:

1. Plug your device back into the charging cable and hold the button down for 15 seconds.
2. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
3. The device turns off.
4. 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. 
5. Remove the device from the charging cable. The device shuts down.
6. Important: Plug the device into the charging cable again and monitor its behavior.

[JulesyB]

Fitbit team we’re fantastic and are sending me out a replacement tracker😃

[SaraEGreen]

I agree with @JulesyB - Fitbit customer service were fantastic and are also sending me out a replacement tracker.

🤞 

[Gemzlouise1982]

Hi, 

Given this a few goes, no improvement.

Any other suggestions? 

[JulesyB]

I got in touch with them again, told them it hadn’t worked so now they’re sending a new one😃

[LizzyFitbit]

Hi @JulesyB, @SaraEGreen and @Gemzlouise1982. It's great to see you again!

@JulesyB and @SaraEGreen, I'm glad that you'll be receiving replacement trackers from our Support team. That's wonderful news and I'm sure you'll rock your steps with them!

@Gemzlouise1982, thanks for your efforts while trying the long restart. Since your Charge 3 still has lines on the screen, I went ahead and requested a case on your behalf so you can receive further assistance. Please keep an eye on your inbox.

[Gemzlouise1982]

Thank you @LizzyFitbit

I had no idea how to contact fitbit support!! 

[LizzyFitbit]

Hi @Gemzlouise1982. I hope you're doing well.

You're very welcome and thanks to you for the time taken to work on this with me. Just in case you need to get in touch with our Support team, you can find their contact details here. You can always post your question the Community Forums to receive help from our members.

In case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and encouragement from other members.

[CharlotteGreen]

I’m having the same issue with my Fitbit Charge 3. I’ve tried the hard reset and it’s still the same. What else can I do to fix this because I love my Charge 3.

[JulesyB]

I sent it back and they’re replaced it but the same happened again so I bought a 4 and had no problems at all

Sent from my iPhone

[LizzyFitbit]

@CharlotteGreen Welcome to the Community. @JulesyB It's good to see you here.

@CharlotteGreen Thanks for taking the time to troubleshoot your Charge 3. I'm sorry the issue persists and just to confirm, aside of the regular restart, have you tried changing the clock face and the long restart with the steps described in my previous post? If you have, I'd recommend contacting our Support team so they can investigate your options and see what can be done to bring you back on track. They're available via chat and phone, just click here to get connected with them.

@JulesyB Thanks for letting me know that you got the Charge 4. I'm glad you're getting a good experience with it and keep crushing your goals!

[OhioJen]

I, too, have vertical lines on my device.  I tried the long restart as you suggest (after changing the clock face and restarting the device). There were no vibrations and the device did not turn off as the directions indicate it should.  Please advise.  Thank you.

[LizzyFitbit]

Hi there, @OhioJen.

Thanks for joining this thread and your efforts while troubleshooting your tracker. I'm sorry you're having this experience and because our possible steps were exhausted, I'd recommend contacting our Support team so they can evaluate your options. Please click here to get connected with them via chat or phone, and make sure to let them know what steps you've tried so far.