Charge 3 syncing and sleep tracking issues

[Carri_lou]

My charge 3 keeps unsyncing its been happening for 2 days now I noticed yesterday morning it hadn't tracked my sleep and had stopped working by the clock at 2am. Its happening constantly I've rebooted the fitbit and deleted the app it connects for a while then says it won't sync. I'm beginning to think it's a problem with the fitbit app as I can see other people are having the same problem.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Carri_lou, welcome to our Fitbit Community. I totally understand how you feel about the syncing and sleep tracking issues that your Charge 3 has experienced. By the way, thank you for trying to get this issue resolved before contacting our forums.

I'd like you to try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest.

Finally, monitor your Charge 3 and see if it syncs and tracks your sleep properly.

Keep me posted on the outcome.

[Carri_lou]

Hi I've tried all of the above but still nothing. It's actually worse  as now my screen has black and white faded lines since I rebooted it 

[JuanJoFitbit]

Hi @Carri_lou, thank you for trying the steps previously shared. Since you mentioned that the issue persists and the screen has white faded lines, I'd like you to try one more workaround that has been helpful for these issues. 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. After this, set up your tracker from scratch and see if the issues get fixed.

Let me know how it goes.

[Carri_lou]

I've tried everything that you have advised and as soon as the fitbit is taken off of charge it unsyncs and the lines are still on the screen continuously. I've been trying all day to fix it its beginning to drive me crazy 🤪

[Carri_lou]

Customer services are sending me a new fitbit the screen having lines didn't go and customer  services said the screen was corrupt so its obviously a problem that can't be rectified so if anyone else is in the same position I'd advise contacting customer service through twitter as that is what I did for a replacement