Screen display fading on my Charge 2

[Balofski]

So about 2 days ago I noticed that the top of the display on my Charge 2 is beginning to fade away, so that now the time is quite dark and difficult to read. 

I'm not sure what has triggered this, i'm very careful not to get my tracker wet (other than when i sweat when working out, which is unavoidable) however it does seem to be spreading further down the display.

Has anyone had a similar problem?

[iamjulienne]

Just a follow up to this, I followed the advice of some and reported this to the customer hotline. They are sending me a replacement fitbit. Awesome customer service, I love fitbit!

[FitFinIrl]

Tried it 5 times and it's nearly completely faded now. 

[AlvaroFitbit]

@FitFinIrl Welcome to the Fitbit Community! It's great to have you here! Thank you for restarting your tracker following the instructions in previous posts. If the issue persist then the best thing to do is letting our Support team about it so they can find a solution for you. I noticed that you already contacted them so hopefully they will be able to get you back on track.

Let me know how it goes!

[SunsetRunner]

Noticed today that half of my screen is fading on my Fitbit charge 2. Have had it almost a year. Any ideas what is going on and what I can do?

[FitFinIrl]

Excellent service from the people at Fitbit. Replacement sent within a few days. Now that's what I call service!!!

[SunsetRunner]

Contacted support this am. Haven’t heard anything back yet. Does it usually take a while? I had to email them pictures of my screen. 

[FitFinIrl]

They replaced mine very quickly. I think I had it sent to me in about 4 days. Excellent service. 

[AlvaroFitbit]

@SunsetRunner It's great to see that you've visited the Fitbit Community! Did you get a reply from Support? If you did, what did they tell you?

@FitFinIrl really happy to hear that you got a replacement and that the process was fast!

I look forward to your reply!

[AnyTomK]

Mine has just started to do this ! What was the number you called?! 

[SunsetRunner]

Got it by looking on app or online. Thru support. They replaced mine. Gave me the option of replacing it or getting a new Fitbit upgrade at 50% off. Took a bit of time because of weather

Sent from my iPhone

[FitFinIrl]

I emailed the company directly.

Yes I was delighted with the service.

Moderator edit: merged reply

[AlvaroFitbit]

@AnyTomK Welcome! It's good that the community is growing!  Sorry for the delay in my reply. You can always try restarting your tracker by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker. 

I also noticed that you contacted Support so I wanted to know if they were able to help you.

@SunsetRunner happy to hear that you got your tracker replaced.

@FitFinIrl thank you so much for the feedback and really happy to hear that you got great support from our team!

I look forward to your reply!

[jbrbrj]

I am unhappy to report that my fitbit is a little over a year old and not covered under warranty.  I have not only lost the ability to see the top portion of my screen but my sleep stage are no longer being captured.  I do hope the problem with the software is fixed for future owners.  

[AlvaroFitbit]

@jbrbrj Welcome! It's nice to have you on board! Sorry to hear that your Charge 2 screen isn't working. Have you tried the restart suggested in my previous post? 

Regarding sleep stages these will depend on the following factors:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know how it goes!

[Cellywelly88]

I have the same problem and called up the fitbit hotline. Unfortunately in Singapore the warranty period is only one year and I'm in my 16th month of use. They just mentioned it is out of warranty period and they can't do anything about it. Anyone with similar experience? My display started fading 2days ago and is deteriorating rapidly =( 

[AlvaroFitbit]

@Cellywelly88 Welcome! Thanks for being part of our Community! Sorry to hear that you Charge 2 screen is fading. Have you tried restarting it? Restart it by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

As the Support team said your tracker is covered for 1 year warranty (2 if you live in the UK and European Economic Area) so if it is outside this period they won't be able to replace it.

Let me know how it goes!

[jbrbrj]

I had to replace my Fitbit.


Sent from my U.S.Cellular© Smartphone

[AlvaroFitbit]

@jbrbrj thank you for the update. Sorry to hear that the restart didn't work for you but happy to hear that you have a new device with. Hopefully it will help keep up the good work so you can achieve your fitness goals.

I'll be around!

[Chelle1256]

Mine has done it and I don’t think it’s covered as I got it from my daughter any advice ?

[AlvaroFitbit]

@Chelle1256 Welcome to the Fitbit Community! It's great to have you here! Sorry to hear that your display is fading too. I would start by trying the restart suggested in this thread. I don't know how support may handle this but try restarting it and see if this works.

I look forward to your reply!