Only see an horizontal line after setting up my Charge 3

[Dany21]

Just set up my new Charge 3. all is fine until after the finalization of the set up. Then, all get is a horizontal line. I tried the hold the button thing, several times: all I get is a smiley face and then the horizontal line.

I re-set the set up several times: same issue.

When the line is on, I press the button and get a beep, but nothing else.

Moderator Edit: Clarified subject

[BinoiShah]

I have also got the same issue and there is no way I can find to remove it.  I have also posted on the forum about this but not had any feedback.  Hope there is a solution to this.

[AlvaroFitbit]

@Dany21 @BinoiShah It's nice to have you on board!

Let me help you with your Charge 3 screen isn't working correctly. @Dany21 thank you for troubleshooting this issue. Since the issue persists I have created a ticket so our Support team can further assist you via email.

@BinoiShah you don't mention trying any troubleshoots so please try restating 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.

[Dany21]

This method does not work for me: there is a smiley face, a vibration, then I get the set-up screen. I don't know many times I've set up this device! Always get that horizontal bar!

[AlvaroFitbit]

@Dany21 thank you for your reply.

Since the issue persists I suggest you let our Support team know about this. I noticed that you already have a ticket with them so work with the team to find a solution.

Let me know how it goes.