Charge 3 screen won't scroll

[BChoctaw]

My Charge 3 is a year old. It no longer can scroll off the home clock screen. It does scroll on the setup sleep, DND and wake functions. Is something turned off?

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @BChoctaw.

Thank you for sharing the details of the issue you’re experiencing. I recommend trying the following:

1. Restart the device: How do I restart my Fitbit device?
2. Change a clock face: How do I change the clock face on my Fitbit device?

I'll be around if you need further help.

[Mhutch2079]

Thanks for the reply to this issue.

 I can not get the device to restart when plugged into the charging cable on several attempts.  I have tried to do a full reset as well but I can’t get to the settings screen as it won’t move from the clock screen.

 I have also tried a variety of clock face changes without any success.

Any further suggestions? Thanks.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mhutch2079.

Thank you for joining the thread and sharing the details of the issue with your device. I appreciate your troubleshooting efforts and recommend doing a long restart:

• Connect the device to the charging cable.
• While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
• The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration
• The device turns off.
• 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.
• Remove the device from the charging cable. The device shuts down.
• Important: Plug the device into the charging cable again.

Let me know how it goes.

[Mhutch2079]

Device vibrates when connected to charger but has a black screen 

When button is pressed and held the clock appears and one vibration occurs

After 8-10 seconds there are four vibrations with the screen black

No change after 15 seconds or more

Further button presses bring up the clock but the scrolling issue persists  

[LiliyaFitbit]

Thank you for the update, @Mhutch2079.

I am sorry to hear the issue persists, thank you for your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.  

I'll be around if you have any questions. 

[Mhutch2079]

Thanks so much for your efforts and prompt responses. Have a great day.

[LiliyaFitbit]

Thank you for your response, @Mhutch2079.

I appreciate your feedback and look forward to getting you back on track. Please take into consideration that our Support team may take a bit longer to get back to you due to recent events affecting our operations. I appreciate your patience and understanding.

Keep on visiting the forums.