Charge 3 showing a white line

[ckitty]

Because my original watch was declared defective, Fitbit kindly sent me a new pebble. It arrived while I was out today, so I started setting it up this evening, late as it is.

Everything was going well until I accidentally closed the fitbit app during the initial new watch update. Now the pebble will either not respond to anything, or when I hold the button, the white line will fill and then that's it. It stays a white line.

The Fitbit app, I've uninstalled and reinstalled and restarted my phone, but it can't find the watch. It asks me if the watch is powered on. And it's on its charger, white line glowing, but I guess not actually alive. Not sure what to do here. Any ideas?

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to see you around @ckitty.

Thanks for troubleshooting this display issue by yourself. Have you tried to restart your tracker? If you haven't, I recommend restarting it by doing the following:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

Let me know the outcome. 

[ckitty]

Thank you for your response @AlejandraFitbit However, my Charge 3 won't restart.  When I try to restart it, it doesn't do what it's supposed to be doing.

When I posted this last night, when I'd hold the button down (securely attached to the plugged in charger), an empty line would appear and then, with each pulse from the watch, the line would fill with white. And that was it. The line would just stay there and nothing else would happen.

Right now is the first chance I've had to work with it since last night, and it's just not acting right. I've been messing with it for a little bit, and, at first, it wouldn't do anything when I'd press the button. Randomly, a smile icon appeared when re-seating the pebble on the charger. So, I held the button, hoping it was capable of doing a restart. After 7-8 seconds, the empty line appears instead of the smile icon, it starts to fill, but it will only get to 3 or 4 pulses before shutting off again.

*edit 1: it's gotten up to 6 pulses in filling the line before it shuts off again.  But the result is the same, no restart.  I've tried pairing through the app anyway, and it's giving me the same message, asking if my Charge 3 is powered on.

*edit 2: it's a full white line again and that's how it will stay until I take it off of the charger.

[ckitty · Accepted solution]

Solution: I'm being a sent a replacement for my replacement.

I was able to use live support today.  They had to escalate it to Special support who, I guess, declared my new pebble dead.  Thank you for your original response, regardless.

Lesson here, kids: do NOT let your firmware update/set up get interrupted.

[AlejandraFitbit]

Thanks for the update @ckitty. I am glad to hear that your tracker is being replaced. If there is anything else we can help you with, do not hesitate to post it.

Keep the stepping up! 

[Smkeeton]

Just bought a charge 3 today and it is showing a horizontal white line across the display. It doesn’t go away after being rebooted or the firmware update finishes. What do I need to do?

[Pop21]

I have literally just taken delivery of my replacement Charge 3 from customer services after having experienced the "blank screen" problem. After setting up and updating, there is a persistent thin bright white line across the screen about 3mm down from the top. Have tried all the reset advice to no effect. Any ideas?

[pramilah]

Hey!

I just started experiencing this today. There is a white line running vertically on my fitbit charge 3 screen. I did not knock my screen or drop my fitbit anywhere. My fitbit is only 4 months old. Does anyone have any idea on what I should do?.

I did try to reboot but that did not work. =(

[Monalisa99]

I’m having the same problem with the white lines on my charge three. I’ve done everything that was suggested and nothing has helped. I would like to know what to do next. This is my second charge three because the first one didn’t work also but for a different reason. Thank you