Charge 3 turning off while exercising

[westynz]

Hi There,

My problem is a bit strange so please bear with me as I describe what is happening and what I've done to remedy it up until now.

Device info:

Device: Charge 3 - First one bought in Nov 2018, replaced yesterday 27 June 2019

Firmware Version: 20001.60.39

Paired Phone: iPhone XS (Current), iPhone 6 (previous)

Problem

1. At the beginning of exercise, start the "exercise" from my Charge 3
2. While I'm exercising, at sometime after starting (1-20 mins after) the device will go blank
3. Device comes back alive (I've assumed it is restarting) and the exercise is only recorded to the time the device went blank
4. Note this did not happen with the first device immediately, seemed to start about 2 months ago

What I've tried to do to remedy

1. Restarted/rebooted the device on a number of occasions
2. Changed wrists in case there was some issue with the haptic button being on my right wrist. Problem continued with the device on my left wrist
3. Tried to monitor under what conditions during exercise it happened. No pattern emerged
4. Used a different "exercise" to see if it was just the "bootcamp" one
5. Finally replaced the device with a new one yesterday. This morning the problem was even worse, happening 5 times

I'm now at a loss about this. A brand new device doing this seems to me to point to a possible firmware issue. The Charge 3 has been problematic from the start. I've had the blank screen issue, the sync issue, both of these well documented in this forum.

I ran a Charge 2 before this device for nearly 2 years with absolutely no issues. I also own the Aria scales and the Flyer headphones so I'm a big user of Fitbit gear but... I need a reliable wearable and I'm considering looking at a Garmin if I can't get this solved.

Attached are a number of screenshots for problem diagnosis:

Hoping someone at Fitbit can help

Rgds

Chris

Results from working out this morning. Everyone of these was an aborted recording where I restarted the exercise when I noticed the device has restarted

• Exercise Results
• The shortcuts I have configured and synced to my device
• Exercise Shortcuts
•  
• The settings for the "bootcamp" exercise. These are the same for the "weights" exercise
• Bootcamp Settings

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to see you around @westynz.

Thanks for troubleshooting this resetting issue before contacting us and for the attachments. Since the steps you tried didn't work, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

In the meantime, let me know if you need anything else. 

[westynz]

Hi there. Just to let you know I’m still working through this with Customer Support. I’ll report back here when I have a resolution. 

[westynz]

Just to be clear this is not “solved”. Could you unmark it please?

[Asnoeren]

@AlejandraFitbit as it also exists in C3 as well as C4 can you merge it. 

[Sturdygirl]

I’m having the same issue with my Fitbit Charge 3 randomly turning off during exercise.  This is very frustrating that this was reported by someone else over a year ago but is still an issue.  Please send update as soon as possible!