Fitbit Charge 3 Blank screen -have tried everything

[kiwinvan]

I'm really very upset and disappointed. I went to bed with a working Fitbit Charge 3 and woke up to a completely blank screen. I have had it about 18 months I think. After a year I already had to replace the strap (not cheap) and now it's toast. 

Things I have tried: I did the clock face change......nothing.

I tried the reset......no smiley face......nothing.

I let the battery completely run down then fully recharged......nothing........tried the reset again......nothing.

I tried to see if the software was up to date.........there is no software version listed and also no update option.

I can't check the Fitbit for version as it's blank.

This has been going on for a couple of weeks......

Today I tried removing it from my app thinking to resync it and see if that helps. Guess what? I can not add a new device because the screen is blank so I can't see the code for bluetooth connect.

Very very frustrating.

This device was not cheap but clearly is faulty. My question is.......FITBIT - what are you going to do about it? 

[EdsonFitbit · Accepted solution]

Welcome to the Fitbit Community @kiwinvan.

I'm sorry to hear that you are having difficulties you experienced with the screen of your Fitbit Charge 3. Thank you for the information provided and for trying different troubleshooting steps before contacting us.

Before going any further, could you please confirm that you have done a long restart by doing the following:

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. 

If this doesn't work, please contact customer support. 

Please let us know if you have any question.

[gjohnson566]

Likewise. How the heck are suppose to know anything when the danged screen is completely blank. Mine started out slowly fading but now is totally blank and I just tried the "Fitbit" solution which was not solution

[kiwinvan]

Hi, yes I tried the long reset. I do get vibrations but no battery icon, no smiley face, just a blank screen. I have tried this process several times and only get blank screen

[kiwinvan]

So @EdsonFitbit any ideas or help?

[D2206]

I've been battling this problem for a couple of months. I've tried everything I was told to try and read, nothing will work.

[kiwinvan]

Seems like Fitbit have a faulty product but they don't care

[EdsonFitbit]

Thank you for visiting the Fitbit Community @gjohnson566 @kiwinvan @D2206.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

To evaluate this situation, I created a case with Customer Support for each one of you. Please check your inbox on the next days. They will let you know how to proceed as soon as possible. Thank you for your patience.

If you have any question, please let us know.

[BabyBoy8]

The same thing happened to me. I only had the it for 10 months. I would also like resolution From Fitbit

[EdsonFitbit]

Welcome to the Fitbit Community @BabyBoy8.

I regret to hear that you experienced the same issue with your Charge 3. Thank you for the information provided.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Please let us know if you have any question.

[JillWeighell]

Hi. I also am having the black screen problem.  I have reset it many times and my app is up to date.  What should I do now?

[BabyBoy8]

Hi

i did live chat with them and they were very helpful. I didn’t know where it was purchased because it was a gift but knew I had it less than 1 yr & I had the box it came in if they needed bar code.   Mine needed to be replaced they gave me option to replace with same model or buy new at a discount

good luck! 

[EdsonFitbit]

Welcome to the Fitbit Community @JillWeighell.

Thank you for letting us know about the issue you are experiencing with the screen of your Fitbit Charge 3. Thank you for resetting your Tracker before contacting us and for the information provided.

Before going any further, please confirm that you've restarted your Tracker by following these instructions. In addition, you can try to change the clock face as explained in this article.

@BabyBoy8, it's great to see you around.

I'm glad to hear that your problem was resolved. Thank you for sharing your experience with us.

If you have any question, please let us know.

[kiwinvan]

Thank you for the response and great service. My Fitbit was replaced and the new one works great!

[JillWeighell]

Thank you for your response. I look forward to hearing from customer support.

Jill

[Margiolina]

Hi!!! I’m having exactly the same problem ☹️

[EdsonFitbit]

Thanks for visiting the Fitbit Community @kiwinvan @JillWeighell @Margiolina.

@kiwinvan, I'm glad to hear that your Fitbit Charge 3 was replaced and the new one works great.

@JillWeighell, I'm pretty sure our team will get in touch with you as soon as possible.

@Margiolina, I just sent this information to Customer Support. Please keep an eye on your inbox on the next days. They will let you know how to proceed. 

Please let us know if you have any question.

[Margiolina]

Thank you. I really miss my Fitbit. 😞 I really hope to hear from the customer service soon. Best, Margiolina 

[ms6141]

I am having this problem as well. My fitbit will vibrate if I touch the side of it, but the screen remains blank. I have tried shutting it down, nothing happens. Please help! My Charge 3 is less than 2 years old.

[JillWeighell]

This is what they asked me to do and it seems to have worked.  I can now take it off and it doesn’t black screen anymore.  

Before going any further, please confirm that you've restarted your Tracker by following these instructions. In addition, you can try to change the clock face as explained in this article.

Hope it works for you.