Syncing and Black Screen

[Lulumcq]

I posted a few weeks ago about my Charge 3 (which I just got for Christmas) not syncing with my phone. Not long after my post, the Fitbit miraculously began syncing with my phone, but then stopped syncing AGAIN as of February 3. I was hoping it would fix itself again, but it did not. Now, not only is the Fitbit not reconnecting with my phone, but the screen has gone completely black and will not come back on. So far I have been very dissatisfied with the performance of my Charge 3 and regret purchasing it at all. 

[NellyG]

Hi @Lulumcq That does sound very frustrating. What phone are you using? Is it on the Supported Devices List?  Try the suggestions in THIS Help Article on syncing problems.

As far as the black screen goes there a a few things to try. First restart you tracker several times. If that doesnt work try a Long Restart.

Restart your tracker

CHARGE 3 LONG RESTART
Plug the device into the charging cable. While the device is plugged into the charging cable, hold the button down for 15 seconds. Remove your finger from button. Note: Device won't have a smiley face icon and should be off with a black screen. Remove the device from the charging cable. Plug the device into the charging cable again. The smiley face icon appears on the screen.

If that doesnt work try changingnthe clockface from your app.

Please come back if none of that helps you

[Lulumcq]

Hi @NellyG, 

I have the latest Apple update on my IPhone X, have the latest update of the Fitbit app, and I’ve tried all of the restarts multiple times for the syncing (including the long restart suggested by the help desk the last time I posted). I tried this morning restarting my Fitbit, and it restarts and shows the smiley face, but then goes right back to the black screen. I can’t even attempt to change the clock face on my app, because the Fitbit is no longer a device on my app, and when I try to add it to my app again, my phone says it can’t find the Fitbit when searching for it. (My guess is that’s why I was having the syncing issue in the first place.

[NellyG]

@Lulumcq  Ok, that is sad.  There is nothing more you can do so I will flag your post for a moderator so they can assist you further.

[Lulumcq]

Thank you so much for your help! 

[LanuzaFitbit]

Hello @Lulumcq and @NellyG.

Thanks for being around to help @NellyG! @Lulumcq Let me try to help you figure out what is going on.

In this case let's try to run the setup on your Charge 3 as if it was a brand new Fitbit. That should help so that it starts syncing and working properly.

Let me know if you have any further questions.

[Lulumcq]

Is this when you remove the Fitbit from the app and add the Fitbit as a new device? If so, I’ve already tried this and my phone isn’t finding the Fitbit. 

[LanuzaFitbit]

Hello @Lulumcq.

Thanks for letting me know.

In that case let's try these steps:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Restart your Fitbit once again.
3. Reboot your phone.
4. Try setting up your device again.
5. If you can't set up after removing all other Fitbit devices, try uninstalling and reinstalling the Fitbit app.
6. Run the set up once again.

Let me know how it goes or if you have any further questions.

[Lulumcq]

I’ve tried all of these options and none of them have worked. My screen has been black all week now, and the only thing the screen will do is the reset smiley face, but then it goes right back to black. 

[LanuzaFitbit]

Hello @Lulumcq.

Thanks for trying those steps to get it to work correctly to no avail.

Our team should be getting in touch with you shortly about this situation. Be sure to keep an eye on your email's inbox,  also spam or trash folders in case the mail is filtered to those. 

Let me know if you have any further questions.

[kelmom]

I am having the same issue, Black Screen on my Fitbit Charge 4.
have reset to smiley face several times to no avail. Can feel it vibrate.
Followed the suggestion of removing the device from phone app and the doing a reset. no avail.
Now I am unable to do anything...please help.