Charge 3 won't pair and screen is blank

[Doridonder]

I got a new fitbit charge 3 yesterday and tried to install it, entered the code, made connection and tried to install the firmware update. With previous fitbits I have the experience that you need a lot of patience with that, so I gave it a couple of times.

I few times the update was cancelled halfway, so I restarted the fitbit and installed it again.

Last nigt I was hopefull, since the firmware update almost seemed te be ready. But unfortunately, just befor the end something went wrong.

So I removed the fitbit from the app, restarted it and tried to install it again, but now ik gets complicated. I need to put the connectioncode, but the screen doesn't show that anymore.

I dont see any reaction on the screen unless when I press on restart, then it shows a smiley. Otherwise the screen is black.

I've seen options in the forum for changing the clocks, but I can't do that since the fitbit isn't installed yet.

Does anybody have any idea what I can do?

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hi there @Doridonder, welcome to the Community Forums. Thanks for the details provided and taking the time to troubleshoot your Charge 3 prior to contacting us. 

Please restart your Charge 3 once again by following these steps, then charge your tracker for at least 1 hour.

If the restart doesn't work and the display is still not turning on after performing the steps above, please take a look at the help article: Why isn't my Fitbit device's battery charging?

While reading your post I was wondering if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

If you've not done so, I'd suggest to try the following:

1. Remove the Charge 3 from the phone's Bluetooth settings (or make sure it was properly removed).

2. Turn off other Bluetooth connections when not in use.

3. Plug it into the charging cable and open the Fitbit app.

4. Setup your Charge 3 as a replacement.

Give this a go and let me know the outcome. 

[Doridonder]

Hi,

Thanks for your answer.


*
I tried to restart the fitbit, with the same result as before. A smile and then the screen turns black again.
*
Last night (when I first tried to install te fitbit) the battery indicated it was charged for more then 90%, but I charged it once again. I don't think there is a problem with the battery, because the green light at the back goes on and of and when I press on the side I feel a sort of resistance.
*
I have tried to install it on 2 phones and 1 tablet (2 out of 3 are on the list of supported devices and the old fitbit, also a charge 3, was connected to the phone that is not on the list).
*
I already removed the old tracker and tried to replace it, but something went wrong while updating the firmware so I removed the new tracker. Now I only have the option to add a new tracker. When I do that I go through te steps until I have to put the code. Yesterday I got the code on the screen, but now the screen stays black.

[MarreFitbit]

Hi there @Doridonder, thanks for following the steps I've provided in my previous post. 

I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

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

[Afield]

I tried to uninstall my charge 3 because the screen isn’t working. I’ve tried many times to restart it but it won’t work. I deleted my charge 3 from my app and reinstalled it but it’s asking for an access code. I can’t see the code because my screen is still not working! 

[m_zhu]

This is also happening to me!! I've tried all sorts of things that was suggested on the forum since three weeks ago when the screen turned black after an update (I've kept up with updates hoping that that'll do the trick, but it still hasn't worked). Now, I can't even reinstall my Charge 3 to the app because I can't see the access code. It has been very frustrating.

[ross.susana]

looking at how to fix the black screen, i found your post... how did you get the code to re-pair?  or what did they do?

thanks

[Randomname1]

I'm having the same issue I can't pair the device because I can't see the 4 digit code. Should not have removed it as a way to try and fix. This screen problem has occurred every since I got it has this been resolved for the charge 4? It hasn't happened on my previous titbits 

[ross.susana]

I never got it fixed.  No satisfaction in regards to help or answers. I gave up. No more Fitbit for me. Got an Apple 6 Watch and love it!!!

[m_zhu]

Same, I couldn’t find any repair help, so my husband got me an Apple Watch instead. And, I haven’t had any issues with it. Bye bye, Fitbit!

[Jmjintx]

I gave up on my Charge 3 last year. I just bought an Inspire 3. Foolish choice. They’ve mucked with the app functionality, touch on device is a royal pain for alarm settings.  My husband bought the Versa, and had many setup issues. I remembered the black screen tissue, and came here to see if there was any news (slightly hopeful that I could get my old one working, too! I see that support never did acknowledge their obvious DEFECT, and continued to give impossible solutions. more research on complaints convinced me that we needed to return these new devices, and find a more trustworthy brand. Going to try Withings.