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Charge 3 shows black lines across screen

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‎09-29-2021 23:08 - last edited on ‎09-30-2021 08:32 by Fitbit Moderator

‎09-29-2021 23:08 - last edited on ‎09-30-2021 08:32 by Fitbit Moderator

Since yesterday morning black lines have appeared on the top of my charge 3 screen and little ones across middle and bottom. I have reset the watch but they are still there. Can anyone help?

 

 

Moderator Edit: Clarified subject

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‎09-30-2021 08:33 - edited ‎09-30-2021 08:33

‎09-30-2021 08:33 - edited ‎09-30-2021 08:33

Welcome to the community Forums @debrina_1.

 

Thank you for the detailed information and for the troubleshooting tried prior posting. If you've tried to restart your Charge 3 and the inconvenience has persisted, I'd recommend trying to perform a long restart. A long restart is different than the basic one and you can complete it by following the instructions 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.

Hope this helps. 

Cindy|Community Moderator| Did you find my post helpful? Vote for it or mark it as a Solution!
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‎10-02-2021 12:14

In response to CindyMFitbit

‎10-02-2021 12:14

I tried the long restart, but a smiling comes on after step 3. The device does not turn off. The lines are getting worse after changing clock faces multiple times. 

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‎10-02-2021 22:58

In response to Snowbirdam

‎10-02-2021 22:58

I contacted them via Twitter and they were very helpful and luckily I was in guarantee still and getting a replacement sent to me.

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‎10-03-2021 08:53

In response to debrina_1

‎10-03-2021 08:53

@Snowbirdam Welcome! It's great to see you around. 

 

I appreciate the details shared on your post and for already trying to resolve the issue. If the inconvenience has persisted, my best recommendation is contact our Support Team so they can look deeper into the issue and help you with this matter. You can contact them through chat or over the phone. Click here to get connected. Make sure to mention the steps you've followed, so they can help you from there. 

 

@debrina_1 Thanks for your response, it's great to hear that you will receive a replacement. I hope is arrives soon and you can continue tracking towards your fitness goals. 

Have a nice a day. 

Cindy|Community Moderator| Did you find my post helpful? Vote for it or mark it as a Solution!
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