Charge 3 screen won't respond

[Sarahcwt]

Hi,

I have had my fitbit for just over a year. The screen has on a number of occasions gone blank. I have alway managed to get the screen working by plugging it into the charger and holding the button.

Last night while trying to sync the fitbit the screen went off. I have been unable to get the screen back on since. I have tried repeatedly to do as I have done before but its not working. It still vibretes when I touch the button. I am also unable to sync it.

Has this happened to anyone else? Does anyone have any ideas on what I should do? I would really appreciate some help or advice about this! 

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi there @Sarahcwt, welcome to the Community Forums. Thanks for the details provided about your Charge 3's behavior. I appreciate you've taken the time to restart it prior to contacting us. 

I've seen you contacted our Support Team after posting here but your chats got disconnected so I created a case to get you in contact with our Support team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 

Let me know if there's anything else I may do to help you in the meantime.

[Smcarroll]

Mine to help 

[MarreFitbit]

Hi there @Smcarroll, thanks for jumping in here.

If you're experiencing the same with your Charge 3,  please restart it.

If the restart doesn't work, I suggest restarting your Charge 3 using the 15-second method: 

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. 

In case that neither of the restarts work, please check in your Fitbit app if your Charge 3 is still syncing. If so,change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.