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

[Mariah85-13]

My fitbit doesnt light up, it only vibrates. I tried plugging it in and it still doesnt work. Help 😔

[LizzyFitbit]

Hi @mike.orozco22 and @Mariah85-13. It's good that the community is growing! I'm sorry for my delayed response.

@mike.orozco22, thanks for letting me know about your Charge 3, as well for the steps that you've tried prior posting. You did a fantastic job! Because the screen is still unresponsive, I've gone ahead and requested a case on your behalf. You should be receiving a reply from them soon.

@Mariah85-13, I appreciate you for troubleshooting your device, and I'm sorry that you've had this experience. I've checked with our Support Team and apparently they already took your case under their wings. If you have any other question, feel free to reply back.

Catch you later!

[PatSwayze]

Going all through that couldn't it have simply been you accidentally hit the side button and hit the "screen wake" and it shuts off easily? All that resetting just seems a lot of work if something simple as the "screen wake" being accidentally shut off? I've done that in my sleep.

[CBouc]

The last time, I called Fitbit & I was able to get a replacement. Now, less
than 2 months later, it’s happened on this one too, so I plan to call them
again. I’m a little concerned now...

You tried the restart & changing the clock face, right?

[KonradD]

I've tried the 8 second and 15 second solutions without success.  The moment I disconnect from the charger my Fitbit goes blank again.  I've tried charging to make sure my battery was not somehow depleted.  Nothing is working. 

[mike.orozco22]

I am sure it is possible. However, I have tried everything to get it back
up and running.
Holding down the button 8 seconds. Trying to turn it off and on. Trying to
change the clock face, etc. What else do I need to do?

I would like to get it back up and running again. I lead a very busy life.
I don't really have a lot of time to play around with it.

Moderator edit: personal info removed

[Mike913]

Hey Lizzy, I am having the same issues with my charge 3. It worked great up until the last update and now I cant even get the smiley face to come up when I press the button while charging. I went through all the steps and it worked the 1st time but now it won't do anything. My phone will randomly see it as a BlueTooth option but not all the time.. Any ideas on what to do?

[LizzyFitbit]

Hi @PatSwayze, @CBouc and @mike.orozco22. It's nice to see you around. @KonradD and @Mike913, welcome to the Forums! I'm sorry for my delayed response.

@PatSwayze, thanks for suggesting to check the screen wake settings. I'm sure others will find your post very helpful!

@CBouc and @KonradD, I'm sorry that your Charge 3 devices are having this behavior. Thanks for taking the time to troubleshoot them. You did a good job and I've been informed by our Support Team that you already have a case created with them. They'll keep working with you via email.

@mike.orozco22, thanks for taking the suggestion posted before into consideration. I understand how you're feeling about this situation, and appreciate every step that you've tried. Since you have a case created, I'd recommend to keep in touch with our team so you can receive more details.

@Mike913, thanks for joining this thread and letting me know about your Charge 3. You did a great job with the steps suggested in this thread. Since the screen is still not working correctly, I've requested a case on your behalf so you can receive further assistance. You should be getting a reply soon.

See you around!

[mike.orozco22]

This week I am supposed to get a replacement. Unfortunately, I won't get it
back until next week. Not anything with fitbit, I just travel a lot, and I
won't be home until next week. They were fantastic though. I got the
replacement form that day, and it my fitbit was shipped out that same day!

[LisabethB]

This happened to me last week, basically after an hour on help line phone it was decided it had died and has been replaced

[Jaxhand]

Thanks so much for you clear instructions. My Fitbit 2 is back! 

[pauline99]

Unfortunately, I have the same problem. My Charge 3 was replaced recently because of grey lines on the screen and now the screen has completely died -  no display at all. This happened about 10 days ago and I managed to get the smiley face after upgrading the software. The next day, the screen died again and I cannot restart it with the recommended solutions of hard reboot and/or changing the clock face. Still no display although it was buzzing and recording and also syncing with my phone. 

Then I tried another recommendation which was to remove it from the app and reinstall it. Not such a good idea as it was going through the procedure but I could not use the 4-digit Bluetooth pairing code as the screen has no display, doh!

I am at a complete loss as to what to do next so any suggestions please?

[LisabethB]

Phone Fitbit and complain they talk you through the steps and if it doesn’t work as was the case with me, they sent a replacement. Mine was only 5 months old.
This seems to have happened with quite a few people lately.

Sent from my iPad

[mike.orozco22]

I have received my replacement charge 3. Unfortunately, I was out of town
when I got it back and just got it up and running yesterday. However, so
far so good. It looks to be running correctly and I can see the screen.

[LisabethB]

Glad you got it sorted. Amazing how much you miss it 🏃‍:female_sign:🚴‍:female_sign:🏊🏻‍:male_sign:

Sent from my iPad

[pauline99]

Hello,

Many thanks for for your responses. My screen is still blank so I have emailed Fitbit support. Just waiting for their reply.

Does anyone know what the tiny hole at the back is for? Is this maybe a factory reset and could this be a last resort option?

[PatSwayze]

I never even noticed that little slit on the back. But as a last resort they had me do this long restart. Can't hurt anything. I had screen problems also. This at first didn't work but after I did it and charged it completely. At first it didn't work. Then they sent a new one out. The old one started working fine. This came directly from Fitbit.               

We would recommend for you to do a long restart as it may help fix the issue. The long restart has a different process than the restart. Here are the steps for the long restart:

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. 

[LizzyFitbit]

Hi @LisabethB, @Jaxhand and @pauline99. It's good that the community is growing! @mike.orozco22 and @PatSwayze, I'm glad you're around. I'm sorry for my delay and let me continue helping you with your Charge 3 devices.

@mike.orozco22 and @LisabethB, I'm glad that your devices were replaced. I know how you're feeling as I also feel empty whenever I forgot to wear it. Thanks for your comments, and @PatSwayze, thank you also for sharing the steps for the long restart. That process has helped other users and I'm sure others will find your post very helpful!

@Jaxhand, thanks for joining this thread and I'm glad that the steps posted in this thread helped you!

@pauline99, I'm sorry that your Charge 3 is having this behavior and thanks for the troubleshooting steps that you've tried prior posting. You did a great job! I've checked with our Support Team and apparently they already have your case on their hands. You'll receive an email with more details, keep an eye on your inbox.

About your other question, the small hole on the back of your device is the altimeter sensor which allows the detection of floors. Please don’t insert any items, such as paper clips, into this hole as you can damage your device.

Happy stepping! 😉

[bettyblue22]

I have exactly the same problem with mine, no screen display, can't connect to my phone as there is no display to see the code to enter. tried hard reset but still nothing, this is the second time this has happened since I originally bought one less than 12 months ago. I am very disappointed in this item now.

[LizzyFitbit]

Hi @bettyblue22. It's great to see a new member around the Forums.

I'm sorry about the experience that you've had with your Charge 3 and thanks for the steps that you've tried prior posting. I know how you're feeling about this, and let me help you out with this situation. Just to confirm, by hard reset do you mean to have tried the regular restart? If so, please try performing the long restart by following the steps posted by our friend @PatSwayze.

Give it a try and let me know how it goes.