Charge 3 white line across the screen

[Michelle49]

Please help, my Fitbit charge has a white line across the screen, like a software update. I can’t use the Fitbit and nothing that I have tried to reset per the instructions has worked. I don’t want to completely wipe my data. What should I do.

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome on board @Michelle49, it's nice to see you here! Thanks so much for taking the time to restart your Charge 3 prior contacting us. 

Since the restart didn't solve the issue with the screen, I'd recommend performing a long restart by following the steps 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 the other hand,  I've seen you contacted our Support Team after posting here and that they have helped you since then. Please keep an eye on your inbox!

Let me know if there's anything else I may do to assist you in the meantime. 

[Michelle49]

Thanks for your help. The white line has gone from my screen but now the problem I have is that if I use the time clock or the exercise tracker the watch switches off. As well as that my fitbit still lights up at night even when it is fully charged when I move in my sleep.

I am finding the whole thing very frustrating to say the least.

Please help.

Regards

Michelle

[MarreFitbit]

Hello there @Michelle49, thanks for coming back and letting me know the white line has disappeared. I'm sorry to hear that your device is switching off during your exercise routines. Rest assured that I will do my best to help you. 

If you've tried to restart your device again with no luck, I'd recommend to manually reboot your Charge 3. From the clock face, swipe to Settings and tap Reboot Device. 

Then, try testing the exercise functionality and see if it keeps quitting itself. If so, try with any of the available shortcuts and let me know if the issue remains no matter the exercise you choose. 

I'll be around, keep me in the loop. 

[Michelle49]

Hey thanks for getting back to me.

I have rebooted the Fitbit a few times. I have just tried to do this again. To see if this makes a difference.

Cheers
Michelle49

[MarreFitbit]

Hey @Michelle49! Thanks for trying the recommendation again. Did it make a difference this time? How did it go?

I'm looking forward to you response. 

[TerriD84]

I have the same problem with my fitbit and I've tried the reset and theres  ot change. What else can I do? Only had it since December.

[MarreFitbit]

Welcome on board @TerriD84! Thanks so much for trying the tips and recommendations I've provided above.

Since they didn't work, please check on the Fitbit app if your Charge 3 is still syncing. If so, change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.

Give this a shot and let me know the outcome. 

[Ramoore]

Hi! I have done all this as I had the exact same problem. I have done all the steps but the charge is not increasing and just says battery empty even though it has been on charge for an hour. Any advice? 

[MarreFitbit]

Welcome on board @Ramoore! Thanks for reporting this situation to us.

If your device is not charging, please take a look at the help article: Why isn't my battery charging? and follow the instructions provide there.

We recommend to charge your trackers via the USB port over a wall adapter. However, it is also possible to charge your Fitbit tracker with a UL certified wall adapter. What may actually cause damage to the tracker's battery (either on a computer or a wall adapter) is the charging time, which if excessive over time may damage the battery and therefore cause quick battery drain or prevent the tracker from charging at all. 

Tips to best charge Fitbit trackers are:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

I'll be around if you need further assistance. 

[Jersey975]

I've had the exact same problem. My Charge 3 hasn't turned on for over 2 weeks. Tried all recommendations but nothing worked. Then today I tried, but this time the watch vibrates and a white line appeared. I thought success at long last. However white line disappeared and watch wont switch on or charge. Am trying with wall AC adaptor used for smartphones. Am getting so frustrated with this.  Is there anything I can do related to watch or the App that may restart my watch