Charge 3 won’t light up only vibrates

[sc3321]

I got my fitbit not long ago and it was working perfectly fine today until I looked at it and saw the screen wouldn’t light up. I tried double tapping the screen, hitting the button and charging it. Nothing works, but it will vibrate if I get a text or hit the button on the side. I tried resetting it but that didn’t work because I can’t see the code on the screen to plug into my phone!! So now it is not even connected to my phone and I have no clue what to do.

Moderator edit: updated subject for clarity

[bettyblue22]

I ended up taking it to Curry's where I bought it from, they couldn't restart it or get any results either. I had tried both restarts and nothing. What is most annoying is that I bought a charge 3 last october but made sure that I paid out an extra £30 to curry's for 3 year protection (I'm glad I did this else I would be without my fitbit for at least a week each time it broke down). So far I have had to get a replacement in june and again now, so the charge 3 doesn't appear to be that good at the moment. First one lasting just 7 months before the screen had lines across it and had to be changed, and now this time the display going alltogether and disconnecting from the app on my phone as well.

[pauline99]

Hello Lizzy and all who have contributed,

My experience is very similar to bettyblue22’s with grey lines after 7 months and then the replacement lasting around 2 months before the screen died. This is a concern and I have just completed the details for a second replacement. I am apprehensive about the same thing happening again as it seems there are a lot of people reporting major problems. Is there an issue with the quality control of the Charge 3?.

i was also offered a 50% discount on a different model as an alternative to a replacement Charge 3 but I am very reluctant to spend more money when my device is still under warranty. I suppose it is just fingers crossed.

The level of support from both Fitbit and the community is excellent so at least there is some comfort in that.

regards to all

[LizzyFitbit]

Hi @bettyblue22 and @pauline99. Great to see you here, and thanks for keeping me updated.

I truly understand how you're feeling as the Charge 3 was designed to motivate you towards your goals, and I'm sorry that you've had this experience with your devices. While we don't have more details about why the screen got unresponsive, our team will review the feedback posted in the Community to work on our devices and improve their performance. I'm glad that you received other options for your devices, and be sure that your feedback will not go unnoticed.

If you have any question, feel free to let me know.

[bettyblue22]

I have got a replacement, but the new one has connected to my app. Is there any reason why it is not syncing with all my data? Is this a known issue?

Also if i try to do the solo challenges, when you try too look at the treasures, all i get is a blank screen. Its getting to the point that I feel like I just wasted my money getting the charge 3.

[LisabethB]

I think from memory that you need to go to the main Fitbit website and sign into your account then it picks up your previous data. If this isn’t right try the Fitbit help desk they will give you advice.

Sent from my iPad

[bettyblue22]

Hi Lisbeth,

this is not the old data. yesterday my fitbit on my wrist stated that I had done 9 out of 9 of my active hours, but on the app it still says that I have only done 1 out of 9. then today it is stating that I have not slept last night

[Ellen18]

My charge 3 has also gone blank for the last 2 days I have been trying to restart as suggested above and tried changing clock face. Neither have worked. It is not even a year old which is very disappointing. Suggestions please ?? 

[PatSwayze]

This is the last thing they had me do before replacing it. You know that it's been working since like new. My warranty was going to be up in a couple month's.

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. 

[bettyblue22]

I tried al that and still nothing, had to get another replacement

[pauline99]

Hello all,

I also tried all the reboot suggestions (several times) but without success. I have now received my second replacement which is working fine at the moment - fingers crossed.

I suggest that you email customer services with the specific details of your purchase but the options available depend on where you bought it. My experience with the Fitbit team was excellent and they were extremely efficient in their response and actions.

Good luck

[PatSwayze]

Mine started working fine after they sent the new one out. not activating the new one until the other one starts up again.

[LizzyFitbit]

Hi everyone. It's great to see you here in the Forums and welcome to our new members. I'm sorry for the delay in my response and I'll continue helping you.

@LisabethB, @PatSwayze and @pauline99, thanks for stopping by and sharing great suggestions to our friends. You guys are great and happy stepping!

@bettyblue22, thanks for sharing about the issues that you've had with your Charge 3, and the steps that you've tried prior posting. I'm glad that you've received a replacement and appreciate your feedback. Feel free to reply back if you continue having issues with the Fitbit app so we can work on that together.

@Ellen18, thanks for troubleshooting your Charge 3. I understand how you're feeling about this situation and I've contacted our Support team to request a case on your behalf. They'll take a look into this and send you an email with more details. Keep an eye on your inbox.

Keep me posted!

[redjax]

I have this issue every now and then, and while the suggested fix of plugging the Charge into the cable and holding the power button does work, there's a simpler way for when you don't have access to the cable.

If you open the app, you'll see your Charge is still connected. If you open your Charge's settings and change the clock face, a check mark will appear on the Fitbit and it'll start working again. It seems to work with any face, so just pick one and set it back when the screen comes back on.

[redjax]

I didn't read far down enough... This has already been suggested, and I saw it did not work for you.

Hopefully it will work for others who get to this page!

[LizzyFitbit]

Hi @redjax. Welcome! It's nice to have you on board.

Thanks for stopping by and sharing this other way to restart the Charge 3. I'm sure others users will find your post very helpful when troubleshooting their devices. I'm also wondering if you're still having this situation with your Fitbit device. If that's the case, please confirm if you've tried to change the clock face and perform a long restart, this way I can request a case for you.

I'll look forward to your reply.

[Melparks55]

This worked! Thank you 

[LizzyFitbit]

HI @Melparks55. Hope you'redoing well.

You're welcome and I'm glad the steps posted above worked on your Charge 3! In case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and encouragement from other members.

Hope to see you around more often! 😊

[Jillycube]

I’m having this issue and I’ve followed all the steps on this thread from holding the button to changing the clock face (it can’t because my Fitbit has gone to the point it can not detect my phone.) and it hasn’t changed anything. My Fitbit charge 3 remains black screen with only buzzing when pressing the button. When I plug it in to charge and hold the side button it only gives a long buzz but never turns on. 

[Mike913]

Contact the fitbit team. I had a replacement within 5 days.

[LizzyFitbit]

Hi @Jillycube, welcome to the Forums. @Mike913, I'm glad to see you here. I'm sorry for my delayed response.

@Jillycube, thanks for taking the time to try the steps suggested in this thread. You did a good job and since your Charge 3 is still not working, I've gone ahead and contacted our Support team. Apparently they already took your case under their wings and will provide you with further assistance via email. Keep an eye on your inbox.

@Mike913, thanks for your great advice!

See you around.