Charge 3 touchscreen not working

[JayWhipOnRye]

 So I got mine a couple days ago but the touchscreen does not seem to be working. I tried swiping every which way and restarting the device multiple times but still nothing. I even had someone else try it in the event I was doing something incorrectly but still nothing. Tapping on the screen does nothing either. Anyone else having issues with it?

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome on board @JayWhipOnRye, it's nice to see you here! Thanks for already troubleshooting this inconvenience with the screen, nice way to go!

I was about to create a support case on your behalf, but I've seen that you got in touch with our support team recently. Please keep an eye on your inbox for further updates. 

If there's any questions present, let me know.

[Heatherbelle1]

Hi, I’m having the same problem & like you thought it was just me initially. Thought at first it was because my fingers were wet when trying to record a swim, then maybe the screen had sun cream on. Decided to google it & found this....

[MarreFitbit]

Welcome on board @Heatherbelle1! Sorry to hear about the inconveniences you've been having so far with your Charge 3's display. 

I'd recommend restarting your tracker by following these steps:

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 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.

Give this a shot and let me know the outcome! 

[111jenn111]

I am having the same problem. I tried to follow the steps you gave in the previous message. When I plugged it in, it vibrated but the charging icon did not show up so I can't reset it. 

[MarreFitbit · Accepted solution]

Welcome here @111jenn111! Thanks for following the tips and recommendations I've shared above. 

I'd recommend leaving your tracker charging around 2 hours. Even if you don't get anything on the screen, let the time pass and then go for another restart by making sure you're following every single step posted here. 

Also, please check: Why isn't my battery charging? to get more tips and recommendations that may help in this situation. 

Give this a shot and keep me posted! 

[MurphyLiza]

I had the same problem and the restart fixed it.  thanks

[MarreFitbit]

Hey there @MurphyLiza, thanks for jumping in here! I'm glad to hear that the restart fixed the inconvenience you've been having with your Charge 3. Thanks for sharing the outcome! 

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community. You can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Have a nice day! 

[Heatherbelle1]

Hi there, restarting it has fixed the issue. Thanks 😊

[MarreFitbit]

Music to my ears @Heatherbelle1!  Please don't hesitate to let me know if you need further assistance! Have a great day! 

[Michael13420]

I'm having the same issue no screen response it will vibrate when the button is pressed I have been on your live chat to try to resolve the issue have done a long reset left it charging overnight.. nothing.. when I hold the button while on the charger it vibrates for about 4 seconds and then stops I continue to hold it for 8 seconds or even 15 seconds for the long reset and I still get nothing

[LaffyFBuser]

Just joined this forum and created a bio, etc., so I could share the same experience that other users report re the touch screen that intermittently works. Have had problems with both Charge 2 & even worse with Charge 3.

Loved the FB One, which accurately counted steps but did not track sleep. The algorithms apparently used by the Charge devices for pendulum swinging are fantastic if you want to get tons of steps while gaining weight at the same time in the mistaken belief you are actually getting steps and climbing stairs. I can get 14 floors of stairs on the right elevator, and I can get 10,000 steps driving a car.

It’s a shame, because I loved this company until they upgraded the products to devices that don’t work.

I have tried to restart my Charge 3 repeatedly following the instructions here, and it has failed every time. The touchscreen does not work. The device shuts off spontaneously, and it will not reset. 

This is probably goodbye. Am thinking I can find some old FB One products cheap on ebay to sort of stay on as a FB user- I hate to lose the data I built along the way. If not, then hopefully, Fit Bit can return to making reliable products, so I can return one day as the satisfied user I loved being. 

Thanks!

[ashpugh]

Hi! I am having the same issue with my brand new charge 3 as well (just received it as a gift yesterday). The screen will not swipe any which way I try. I've also tried restarting it several times. Should I let it fully charge and then try again? It was on 80% when I tried to restart it the first time.

[Mufario]

I'm having the same problem! Hopefully leaving on the charger will work🤞🏼

[MarreFitbit]

Hey there @Michael13420, @LaffyFBuser, @ashpugh, and @Mufario!  Thanks for trying the steps suggested. I'd appreciate if you can confirm you did perform the long restart by following these steps:

1. Plug the device into the charging cable. 
2. While the device is plugged into the charging cable, hold the button down for 15 seconds. 
3. Remove their finger from button. Note: Device won't have a smiley face icon and should be off with a black screen.
4. Remove the device from the charging cable.
5. Plug the device into the charging cable again. 
6. The smiley face icon appears on the screen. 

Give this a shot and let me know the outcome! 

[Matthew_H]

Seems like this is a pretty widespread issue. I'm having the same problem as described by most here. Are there any steps to take besides an attempted restart? When I try the 15 sec button press while on the charger, the smiley face still comes back up then I'm back to a blank screen with a button that vibrates with no visible change on the screen.

[MarreFitbit]

Welcome on board @Matthew_H, it's nice to see you here! Thanks for trying the restart and long restart in order to sort this out. Nice way to go!

I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Point me out if there's anything else I can do for you in the meantime. 

[LaffyFBuser]

Failed. Just like every time I have tried that. You’re gonna have to do better than asking us to rinse and repeat. :))

Maybe don’t get in a hurry to rush to market, just like I shouldn’t be in a hurry to evolve to Charge 3 from Charge 2?

Touchscreens regularly failing and working part time is not an issue that should be on a user to reset by plugging into cables, pressing buttons, then being asked if we reset by pressing buttons. :))

When you have a real fix, please let me know. I really enjoyed being a happy fibit user that actually lost weight and got in better shape with Fitbit. Now I am just sitting here with a device that gives me 10,000 steps while driving a car, 14 floors while riding an elevator, and doesn’t have a response touch screen.

I wanna be that happy Fitbit user again much more than this one that gets repeatedly told to reset a non-functioning device and then asked if I did it. :))

Thanks!




Sent from my iPhone

[HotDaddy84]

Hello - I had the same issue as everyone else...screen not swiping, fitbit not charging.

Secret sauce:  Turn off the bluetooth on your phone so the Fitbit isn't synced to anything. Then put the Fitbit on the charger and reset.  It worked for me.

Thumbs up if it did for you.

[Mufario]

I left my charger on for a couple hours then reset in and it started working again

Sent from my iPhone