Charge 3 screen is blank

[Ameliabaker]

My screen went blank yesterday when it got to about 17% battery. I’ve recharged it, and tried the reset instructions (connect to charger and hold the button down for 8 seconds), but the screen remains blank.

it is connecting to and updating on the app though. 

any suggestions?

Moderator edit: format

[JuanJoFitbit]

Hi @Ameliabaker, welcome to our Fitbit Community! I'd like to follow up and help you with your Charge 3 since the screen went black and it won't turn on. By the way, thank you for 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 and see if the screen comes back to life

Keep me posted on the outcome.

[Ameliabaker]

@JuanJoFitbit  Thank you for your reply. I’ve tried the reset as you have suggested and it still won’t work. It vibrates when I first touch the button but then there is no further vibrate and the screen remains blank. 

your further thoughts would be welcome 

[JuanJoFitbit]

Hi @Ameliabaker, thank you for getting back and trying the recommended troubleshooting steps.

I was able to get in touch with our Support team and was told that they assisted you via via phone. I'm glad to hear that a solution was provided and you will be back on track with a replacement unit soon.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀