Charge 3 screen, heart rate and sleep tracking issues

[username0939]

My charge 3 stopped tracking my sleep and my heart rate. (I did not get it wet, nor did I break the screen). And - it goes dark on me frequently now, where it won’t light up at all. Tried restarting it, let it run all the way down, etc. Nothing has worked.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @username0939, it's great to see you in our Fitbit Community. I'm sorry to hear about the screen, heart rate and sleep tracking issues that your Charge 3 is experiencing. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

Please try a long restart. To do so on your device, follow the steps below:

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.
8. Set up your tracker from scratch

After this, try the troubleshooting steps that are listed in this help article. Finally, monitor your tracker during the next 24 hours and see if the screen, heart rate and sleep tracking issues get fixed.

Keep me posted on the outcome.

[username0939]

The reset did not work. Pressing the button yielded a happy face two times
I tried it. Never got the battery icon.

[username0939]

Tried several times to do the reset - no luck. I got a happy face twice; but never saw a battery icon. I am very frustrated. Pressing the button while my Charge 3 is in the charger is difficult. Finally used a screwdriver. Still no battery icon. 

[Akas]

hi @username0939 I can see the issue maybe have you turned off heart rate and turned it on again