Charge 3 screen keeps going black

[JMSCHMIDT]

My Charge 3 isn’t even 2 years old and ever since the last update, it has numerous problems. It will not record my heart rate. I’ve reset it, changed clockfaces, rebooted it, switched the heart rate on and off and nothing works. Now the screen keeps going black and when I can see the screen, it has lines through everything. Today I charged it to 100% and when I put it on, it died. I plugged it back in, reset it and at 100% I put it back on and it died again. I’ve tried this 4 times today and every time I take it off the charger, it dies. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi @JMSCHMIDT, welcome to the Fitbit Community forums. Sorry for the late response, I'll be glad to help you with this.  

Thank you for the information you've provided regarding the problems you've been experiencing with the screen of your Charge 3, with the heart rate, the battery and for confirming that you already tried a few troubleshooting steps.

Before considering other options, please make sure that you've also followed the steps listed here below to complete the long restart procedure: 

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. 

Please keep me posted on the outcome. 

[JMSCHMIDT]

This also did not work and the issues have gotten worse. The screen is now completely black so I can’t see anything on the Fitbit, it does track steps but I can only see that when I sync it with my phone. There are some days where the Fitbit won’t charge and therefore will not even track even the steps. 

[DavideFitbit]

Hello @JMSCHMIDT, thank you for your reply and confirming that you already tried all the suggested  troubleshooting steps.  

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know if you have further questions.