White lines on display of Charge 3

[Olgaa]

Hi, I have tried a restart, change the clock face, and a long restart but the problem is still there. The vertical lines are all throughout the display no matter what step I do and even during both of the resets where there was the bad and the smiley face. Not sure what I can do.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Olgaa, welcome to our Fitbit Community. I'm sorry to hear about the vertical lines that the screen of your Charge 3 has across. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a long restart. To do so on your device, follow the steps below:

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.
8. Set up your tracker from scratch and see if the screen works properly.

Keep me posted on the outcome.

[Olgaa]

Thank you for getting back to me, I’ve already tried that and unfortunately the problem has still continued. When I do the resets, the lines are less visible but go back to usual when it stops the reset 

[AlvaroFitbit]

@Olgaa thank you for following our previous suggestions.

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

Keep me posted.