Charge 3 syncing and screen issues

[Vickymatthews]

I've had synching trouble with my charge 3. Tried rebooting it, clearing all data, you name it I've tried it. And now my screen has gone grey with lines down it. Only bought it in Feb so I'm very disappointed.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Vickymatthews, it's great to see you in our Fitbit Community. I'm sorry to hear about the syncing and screen issues that your Charge 3 has experienced. I totally understand how frustrating this is for you and I appreciate the time spent trying to get this issue resolved before contacting our forums.

Please try a long restart. To do so on your device, follow the steps 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.
8. Try changing the clock face to one developed by Fitbit, not a third party clock face and see if the issue gets fixed

Regarding the syncing issue, please try the troubleshooting steps that are listed in this help article.

Finally, monitor your watch for the next 24 hours and see if it syncs properly and the grey lines disappear from the screen.

Keep me posted on the outcome.