Charge 3 went black and it is stuck on Smiley Face

[SunsetRunner]

All of a sudden today my Charge 3 went black and now is stuck on Smiley Face. I have tried holding the button down for 8 seconds to reboot, but this has not worked.

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @SunsetRunner. Welcome to the community forums! 

Thank you for the detailed information and for the troubleshooting steps you've tried prior to posting. If the basic restart didn't work, I recommend performing a long restart to your Charge 3. You can complete this process by following the instructions 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.

On a side note, if you un-paired your Charge 3 from your Fitbit account, I recommend setting it up one more time. This is only if the long restart helped. For the set up process, please check: How do I set up my Fitbit device?

Hope this helps. 

[SunsetRunner]

Thank you Wilson, but none of this helped. It either get's stuck with the Smiley face or on the 100 error. I even tried setting up the device as new, but my Charge 3 can't be found.

[Falasco]

I am having the same problems. 

[Fitfi1]

Thank you, Wilson. I have followed you instructions, but it did not work. My Charge 3 went black and the red light appears periodically. It is connected to the charging cable and a smily face briefly shown when performing the restart. Otherwise the device is unresponsive. Looks like it can not be charged. I have checked an electrical outlet, it is good. Can the charging cable be a problem?    

[WilsonFitbit · Accepted solution]

Hello @Falasco, @Fitfi1. Welcome to the community forums. @SunsetRunner Thank you very much for your reply. 

@SunsetRunner Thank you for following the suggested tips. I was able to see that you have reached out to our Support Team and they have provided information and assistance. If you still have questions about the outcome of your case, I recommend replying back to your case and they will continue assisting you. 

@Falasco, @Fitfi1 Since the inconvenience has persisted and I'm not sure about what exactly could have caused this, I recommend contacting our Support Team for further assistance. Note that you can contact them through chat or over the phone and you can click here to get connected. 

Please make sure to explain the inconvenience and the troubleshooting steps you've followed, this way they can assist you from there. 

See you around.