White flickering strobe/line at bottom of frozen screen

[Smitad]

My Sense screen is freezing and a white line flickers/strobes at the bottom until I press the side button. it then returns to normal before happening again. I've tried holding the side button until it resets and I see the logo. I have the latest firmware i.e. no pending update in my update to date fitbit app. The flashing also happens at night and is waking me up as it is extremely bright when it happens in the pitch black. I've started taking it off at night now which defeats a lot of the reason for buying the device. When I am in exercise mode this doesn't happen. I have not installed any third party apps as yet. Let me know if you need more info.

Thanks,

Adam

[kawaiiko]

@Smitad I have personally not encountered this, but does it occur if you put your sense on sleep mode?  

Also is it the Heart rate that is flickering? or the screen?  

[Smitad]

Thanks for prompt response, it happens in both sleep and none sleep mode. It is a white line about 4 pixels high and about half the screen across right at the very bottom of the screen that flashes white on and off. Is there a way I can upload video or images here? Would help to show you ideally

[Smitad]

I tried changing the clock face from the default one but issue still occurs, it's doing it about 10-20% of the time, seems to be impacting battery life from what I can tell

[Smitad]

I'm going to attempt to return the watch at point of sale

[Smitad]

I installed new firmware this morning and swapped back to the default clock face, 6 hours in and no strobing so far so will report back if this has resolved it

[JuanFitbit]

Hi @kawaiiko , nice to see you around. Thank you for your help and tips.

Hello @Smitad , thank you for keeping us updated. I'm glad to read that everything is working fine after the firmware update. 

Please let me know if the situation occurs again or you should have any question. 

[Smitad]

Hi Juan, sorry to say the problem is still occurring, white flashing bar at the bottom of the screen, I had to take the watch off again last night to sleep. What's the best course of action here, looking like a hardware issue I think? See photo below, I also have a small 2.9Mb .MOV file of it flashing but the website won't allow me to upload it, it's like an erratic strobe. This image shows the non-default clock face but I've tried with a variety of faces and they all exhibit the problem....

[westsidekilla1]

You need to exchange the device.

[Smitad]

hi All, I've an open ticket now with fitbit support via the point of sale, they requested a video which I've sent in so progressing there now, thanks all

[JuanFitbit]

Hi @westsidekilla1 , thank you for your help and tips. 

Hello @Smitad , thank you for keeping us updated. As you already contacted Support I'll advice you to keep working with them.

As you mentioned, you sent the video so that they can investigate your case. 

Please keep us posted

[Smitad]

I had a call with the support team on the 14th, the asked for a video of the issues with a reference number in the video, sent that the evening of the 14th and got a holding email in response saying "Your case is currently being reviewed. We will reach out to you shortly.". Have pinged them a few times since then but nothing back as yet. The flashing is definitely affecting battery life, full charge is lasting less than a day now. Will let you know when there is any new news

[JuanFitbit]

Hi @Smitad , thank you for your reply. I've verified with Support and was informed that the wrote you on Dec. 21st, and are expecting a reply from you with further information. If you cannot find the Email on you r inbox, please check the spam/junk folder. Sometimes the mails from Support are redirected there. 

Please keep me posted. 

[Smitad]

Hi Juan, thanks for following up - I have a replacement arranged now thanks, I'll be dispatching the watch body tomorrow and it will be either fixed or replaced by post so I think we are all sorted now, appreciate your help with this thanks

[JuanFitbit]

Hi @Smitad , thank you for your reply and good news.  Please keep stepping and do not hesitate to post again, should you need further assistance.