Charge 3 won't respond to swipes

[Vervenne]

Swiping the screen does not work but the device syncs with the PC and seem functional. "restart" procedure (press button for x seconds) has no effect. Battery fully charged, no physical damage.

Moderator edit: subject for clarity 

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Vervenne.

I am sorry to hear the screen on your Charge 3 won't respond to swipes. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend trying the following:

1. Confirm that your tracker's firmware is updated: How do I update my Fitbit device?

2. Confirm the steps to restart the tracker: How do I restart my Fitbit device?

3. Perform a long restart if the issue persists:  

• Connect the device to the charging cable.
• While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
• The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration
• The device turns off.
• 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.
• Remove the device from the charging cable. The device shuts down.
• Important: Plug the device into the charging cable again.

Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

Keep me posted on the outcome. I'll be around if you have any questions.

[Vervenne]

Dear moderator,

I had already tried to restart this fitbit (it is in fact last new years' gift to my wife), but that did not work.

As you suggested, I then tried to update the firmware. The first attempt was aborted with the phone at about 30% of the download: device not responding. For the second attempt I connected both devices to the power source and put the fitbit on top of the phone. can't get any closer, isn't it?

This time the download completed and the device restarted! Everything works fine!

Thanks for the quick response and correct suggestions!.

Note: upgrading is a real pain in the **ahem**! In my case the last attempt took over 35 minutes to complete and you have to stand by to keep the smart thing awake! Fitbit should improve this process!

[LiliyaFitbit]

Hi @Vervenne, thank you for your reply.

I am glad to hear the issue is resolved! Thank you for your time and efforts. I appreciate your feedback regarding the update process, our team is always working on our products and services, and your comments are always welcome. I hope you continue enjoying the Fitbit experience and working on your goals. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

Keep on visiting the forums. Happy stepping! 

[Mousefing]

I have tried all of the above on my Charge 3 but swipe facility is still not responding. By double tapping the screen, it turns on and shows the home screen, however when I tap it again to change the view below the time and date, nothing happens. Also I cannot swipe left or right... nothing happens. As I mentioned above I have tried restarting it many times as directed but his has not solved anything.

What else can I try as this is very frustrating as all that I can see is the time, date, and how many steps I have done. New text message, emails etc do pop on my wrist however again I am unable to swipe up to read all of the message.

Please help

Many Thanks

Helen

[Vervenne]

My problem was solved by updating the firmware.  See fitbit site for "how to". Beware! It takes a veeeery long time to install. Both your phone and fitbit must be powered and You must keep your phone awake!

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mousefing. It's nice to see you around, @Vervenne.

@Vervenne I appreciate your efforts to help other users and sharing your experience. 

@Mousefing Thank you for joining the thread and sharing that you're experiencing the same issue with your tracker. I understand how frustrating this is for you and appreciate your troubleshooting efforts. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.