Charge 3 touchscreen stopped working

[tomastomas]

My wife Charge 3 (purchased from fitbit.com) touchscreen stopped working (no reaction to touch at all). Youtube video demonstration: https://www.youtube.com/watch?v=D22RBF1MhLM 

I've tried to restart the device couple of times according to instructions on your website (plug it to cable, hold button for 8 seconds, wait for smile face, disconnect the cable) ...still same issue. I cannot do factory restart as I cannot navigate screen to "clear all user data" because of this issue.

Any help welcome 

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The Fitbit was originally purchased October 2018, few weeks later the device stopped working (black screen and overheating issue for no reason) Fitbit replaced the device for new one. This replaced device (that has the current issue) was received 29th November 2018. So it seems that the new device broke down two and a half month after replacement.

Moderator edit: subject for clarity

[Norman12]

This is what happened to my device just before it froze up for good. It’s too bad, I so wanted this thing to work! Sorry I can’t help with any constructive advice.

[AlejandraFitbit]

A warm welcome to the Community @tomastomas and @Norman12 thanks for the input.

I appreciate all the efforts in trying to fix this display issue by yourselves. @tomastomas, upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution.

Now @Norman12, are you still experiencing this issue with your tracker? What troubleshoot have you tried so far?

Hope to hear from you soon. 

[Norman12]

Thanks for the reply AlejandraFitbit,

I am returning the device. The SP02 isn’t functional and the screen went black within the month window that I have to return it outright.  I have no desire to frustrate myself further with this device. I spent $170 and the fact that the sensor has yet to be activated and Fitbit makes no promises when it will be activated, if ever combined, with this blank screen has left a sour taste in my mouth. This isn’t how you treat your customers. I will be looking at other devices in the market whose makers aren’t so shady.

[AlejandraFitbit]

Thanks for your participation in the Community @Norman12. I am sorry to hear that you will be returning your Charge 3. If in the future there is anything we can help you with, do not hesitate to post it.

Keep the stepping up! 

[tomastomas]

I've contacted support and they kindly provided instructions to try to restart it with different method. I'm pasting the instructions for long restart if it helps anyone ... (it didn't help to me as my screen is Black all the time when I do this steps for some reason) 

instructions

...we ask you to follow a last troubleshooting step called "Long Restart". This is different from the restart you already performed. To do so, please follow the steps bellow:

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. *Press it had please. 
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. 

If the issue persists, please repeat the long restart 2-3 consecutive times. 

[AlejandraFitbit]

Thanks for the sharing these steps with us @tomastomas. I would like to know if you received a solution from our support team? Are you still working with them?

Keep me posted. 

[Voteforjim]

I've tried this long reset a few times but can't get it to work. I plug it in to the cable, press and hold the button. It goes through the smiley face icon then shows the battery icon. But it doesn't turn off or show any progress bar. I am pressing as hard as I can for more than 20 seconds.

[brandibrock]

Hello! I have had my Fitbit Charge 3 for about 6 months. It worked great up until recently--the touch/display screen has stopped working. The haptic feedback still works, and the smiley face appears upon restart, but then the display goes blank.  

I have tried some of the other solutions I've seen on this forum such as setting it on the charger, changing the clock face from the mobile, and restarting the device--as well as a combination of these. 

I'm not sure there's much more I can do on my end? I'm super disappointed, as this was a pricey gift to myself that didn't last half a year. Please help!

Brandi

[brandibrock]

I have tried the "long restart" method, however step 3 does not happen for me. No matter how long or hard I hold down the button, the battery icon never appears. 

I only get the smiley face and progress bar. 

[TulsaMicki]

This seems to be common practice, my first Charge 3 stopped working after 10 months, they sent me a replacement and now I have this touchscreen problem after only 3 months.  I guess they replace their watches with even worse product!  I will never buy another one.  They have tried to trouble shoot and can't fix it so they offered me 25% off a not