Charge 3 won't sync and now screen is grey

[Laurajs]

My charge 3 has been unable to sync with my phone for about a month and now this morning the screen has grey vertical stripes.

Any ideas on how this can be fixed? 

Moderator Edit: Clarified subject

[AlvaroFitbit]

@Laurajs Welcome to the Community. 

Let me help you with this. For the syncing issues please try these suggestions. For the lines on the screen please restart your tracker by doing the following:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know how it goes.

[Laurajs]

Hi, so I've just tried this but no smily face the screen has frozen with a line across the middle. 

[Laurajs]

I thought I'd give it a sieving go incase I didn't do it correctly and did get a smilyface 😊 but unfortunately it still has grey stripes and the time is now wrong. It's showing the time of the 1st attempt to reset x

[AlvaroFitbit]

@Laurajs thank you for the update.

Since the issue persists I have created a ticket so our Support team can further assist you via email.

Keep me posted.

[Laurajs]

Hi, thanks so much for doing that. Any idea how long it takes them to contact me? 

[AlvaroFitbit]

@Laurajs thank you for your reply. Sorry to hear that you haven't received a response. I reached out to our Support team and was informed that they have replied to you so please keep the communication with them open to find a solution.

Keep me posted.