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

[PauloPeres]

I was having the same problem. My touchscreen was not working and following the restart protocols also did not work. So I switched the clock face through the mobile app and everything worked fine again. I hope it helps!!!

Moderator edit: format

[MarreFitbit]

Thanks for getting back @PauloPeres, @Mufario, @HotDaddy84! I'm glad to hear that your Charge 3 is back on track, thanks for sharing the outcome! 

Hi @LaffyFBuser! I totally understand where your concern is coming from. If the restart has partially worked for you, can you please try switching to a different clock face to see if that works?

Looking forward to your reply! 

[LaffyFBuser]

I would be happy to- but right now, the touch screen is dead.

It’s still logging data, although I logged 11,000 steps standing still yesterday while using a hedge trimmer, so the data is really useless except for maybe heart rate and sleep, which is all I use it for now).

To get the data, I have to sync with my phone, but the screen is just gone on the device. If it ever decides to work again, I’ll be happy to let you know what happens.

Thanks.

Sent from my iPhone

[JayWhiteside]

Hello,

I was given a Charge 3 for Christmas, and I'm having the exact same issues .For the longest times, I could not even update the settings has my phone said it didn't have internet connection. I was finally able to switch the clock face, but the screen is still frozen with no swipe functionality working.

I have placed it on the charger and attempted to reset multiple times, but it is already fully charged. Also, every time it resets the 🙂 appears instead of black screen.

Also, it is long over 400 steps this morning as I just sat on the couch wearing it trying to troubleshoot it. like other users have stated, this is not going to be helpful data if it is going to constantly add steps without any actual activity.

please assist in helping fix this issue as I would love to use this new present!

Thanks,

Jay

[Je55_]

I am having the same issue. Have had the tracker for almost three days now and has been working fine up until this morning when I suddenly cannot use the touchscreen.  Swipe it any which way it does nothing. Screen still turns on but that's about it. It still gets notifications but can't really view then since screen is unresponsive.  Aide button still works and that's about all I can use to do anything with the screen.

Have already tried the following suggestions with no luck:

-Restart device (screen goes black and comes up with smiley face)

- Turn off blue tooth in phone so device is not syncing and then restart 

- Change the click face in the app 

Have tried all of the above a few times and still nothing. 

What's next? I'm beginning to think it might be faulty 😞 

[AustinSmithMT]

For this issue, it’s very common with the charge 3’s. Usually restarting the device works for a while, until it happens again. And again. And again. Fitbit knows about this (they have a sticky thread where they have said they recognize the issue) but there has been no update. This issue has been happening since October, and Fitbit usually decides to send you a replacement after failed inquiries. The issue is that the replacements also have a chance of this issue. I’ve had 3 of the trackers and all 3 had this issue. My advice is to return it and move on to another device or even another company such as Garmin. The charge 3’s work well for some, but for others it’s just a paperweight that doesn’t respond on the display. 

[LaffyFBuser]

Agree. I am hanging on for a bit to see if FitBit works it out. If not, it’s time to go.

Sad because I have really been happy with the company until now. Built up a lot of badges, data, etc.

It’s a classic example of the idea that it takes a long time to esrn trust, but it takes no time to lose it. FitBit’s pretty much there at the edge.

I can still sync with my phone, so I am willing to limp along for a frw more steps. If they don’t fix it, which ai hope they do, then I will hange this girb

[27CJ27]

I have had my Fitbit Charge 3 since 01/05/2018 at 7:03 pm Arizona time. It is now 8:24 am and have the exact same problem. I visitied the message board here and did the 8 second and 15 second "rest" with zero success. I then called the customer service number. I spoke with someone who suggested I do the exact same thing I just did with again zero success. Very frustrating for a product that is 13 hours and 21 minutes old. Customer service want to put in a "work order" and I would get an email in the bext 2 to 3 days!?!?!? Concerning my problem with my brand new Fitbit Charge 3??? I told him I would be returning to Macy's to simply exchange it. Not a good start with a brand spanking new customer to your Fitbit community.

[NorthernLights9]

I am having the same problem with my touchscreen. It was working fine an hour ago (and had been since the end of November) but then just stopped responding. It was over 80% charged earlier this morning. Doing resets caused buzzing but nothing else. Thanks.

[LaffyFBuser]

That was the symptom I had and it spontaneously resolves at times and others it just stays failed. For the most part, it is still logging, so I just wear it and sync with my phone.

Sadly, after repeated questions from customer support asking me if I reset my Charge 3, which I have done so many times it hurts, I just went and bought an Apple watch.

I’ve been a loyal FB user since I started with the FB One, but FB has consistently established that it has no similar loyalty to its users. It releases products before they are ready, and those products don’t use the same charging devices that prior iterations use, which means customers must buy new ancillary products with each release.

The frustrating part of it is I would probably put up with all the migration nuances if the new products work, which they don’t. I got over 250 steps per hour yesterday while sitting still and driving on I-10 between Baton Rouge and Houston. That’s great for the litte icon that tells me I have been active 9 hours straight, but it’s horrible if you seriously want to monitor your activity.

I do hope FB returns to what it once did, namely caring about customers and their activity. Right now, it feels more like a money grab in the race for the next big thing that isn’t quite ready for release. I am now climbing more stairs and logging more physocal activity than Ievsr did with my FB One, the problem is the numbers are all fiction. Keeping fingers crossed for FB that it gets its mojo back.


Sent from my iPhone

[LaffyFBuser]

Wise move. Get out of FB while you can. Especially if you have not used FB before.

The pain for longer-term users of prior FB products is that you build up a history and “badges” that you are proud of. It is neat to learn you have walked the distance of the Nile River or climbed the Empire State Building, and you hate to let all that go.

If you have not used the product for long, them you don’t have the problem of jettisoning all that history. And the decision to leave FitBit is much less painful.

Hopefully FB gets its mojo back. It was once a great, great litte company.

Sent from my iPhone

[NorthernLights9]

My Charge 3 is totally and completely dead. No bluetooth connection. Nothing. It is a piece of black glass--pretty, but useless. Thus, there is no point in continuing to wear it.

I just had the most frustrating conversation with Customer Support. I had to repeat everything not once or twice but four or five times.

At the end of the call, the support person said IF they decide to replace it (with a note that I'm still within the 45 day warranty), it still might not work because it's not fully compatible with iPhone XS. It did not seem to register with him that the problem is not an issue of poor communications but of no power/response in the tracker itself. Also, the tracker has worked well with phone until this morning. And my laptop is a trusty old Mac.

I'm now on hold until I get email from the "higher" office. I guess I'll haul out my bulky old Charge 2. I'd get an Apple Watch today, but the sleep tracking on the Charge really is the best I've found.

Grumble. This is really frustrating!

[27CJ27]

NorrhernLights9,

I got that same shpeel about the "higher office" email in 2 to 3 days from this morning when I contacted them with my issue and mine was 13 hours old out of the box. I feel your pain and frustration.

[NorthernLights9]

27CJ27,

Your situation is even more annoying than mine!

[LaffyFBuser]

That’s the regrettable thing about FB’s decision to place a flawed item in the stream of commerce- rather than own the problem on behalf of its most important asset of all, its customers, FB is delegating the problem to a useless customer support center using canned responses that are toxic to long-term relationships.

It’s extremely hard to earn trust and loyalty, which FitBit did with prior art that was great.

The question now is whether or not FitBit wants to keep that trust and loyalty or trade it in for a customer support team that is alienating customers with ridiculously poor and programmed responses that are downright insulting.

I’ve broken down and purchased an Apple Watch, and I am now learning about third party apps that can migrate my fitbit data to Apple. Extremely skeptical and saddened to have to do all this, but it’s better than being asked (again) if I reset my device that continues not working.



Sent from my iPhone

[pablohs]

Another solution I found, as the reset was not working, was changing the clock face from the App. That also "resets" the fitbit and it works again.

Regards

[NorthernLights9]

Thanks for sharing your successful strategy, Pablo. My tracker was so dead that it had no bluetooth connection to my phone or laptop, so I could not change anything on it. I've since received a new one from Fitbit, and after six whole days, it's still working. I have my fingers crossed that I won't need to try your strategy soon.

[MelissaC729]

I am having the same problem. The reset did not work for me. Any other suggestions?

[NorthernLights9]

No, Sorry. I ended up going through Fitbit Customer Service for a new tracker.

[MelissaC729]

It seems that none of these methods for resetting the watch, charging or changing clock face seem to be working for me. I like the size of this device and functions which is why I chose it. Hoping an exchange will remedy the problem. I had an Apple Watch and didn't like to use it due to size on my wrist, and length of charge. Hoping I do not have to go back to it!