Black Screen and Vibrating Charge 5

[RGSKILL]

Today my Charge 5 started vibrating repeatedly, the screen wouldn't come on. I put it on the charger and the vibrating stopped. I tried to do a reset by pushing the cable button 3 times for the reset, but nothing happened. It does not vibrate when I put it o. the charger, and I can't get any response. If anyone can help me out, I would appreciate it.

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @RGSKILL. 

I appreciate all the information that you've shared about this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please follow these steps in case you're having trouble to charge your device. 
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

I'll be around. 

[RGSKILL]

My Charge 5 acted strange all day yesterday and is still not quite right. I finally got the screen back on and synced. I saw a firmware update that seemed to start, but got interrupted, it stated it could take 40 minutes. After it was interrupted I ran it again and it said it was complete, the app now says I have version 57.20001.171.50. I also changed the clock face. 

At this point it is on, but every now and then the screen shows the fitbit symbol and stays on, it doesn't respond for a while and then it will be back to the proper screen. Now at this moment it is back to a black screen and won't come on, but seems to still sync.

[19smt]

Mine is doing the exact same thing. I saw a firmware update and I did that and then it started vibrating continuously and now it is black and it won’t do anything. The App can’t even find it. Totally black screen after charging overnight 😟

[Eliza006]

Same. Ive done the pulse restart, changed the clock face and the screen won't come on and I cant force restart. 

It's doing a pulsing vibrate also and its just not working correctly 

[19smt]

Mine was just shy of a year old and they are replacing it.

Sent from my iPhone. Typos courtesy of small keys, old eyes and "auto correct"

[DavideFitbit]

It's good to see you visiting the Fitbit Community for the first time, @Eliza006. 

Thanks for confirming that you've been having the same problem with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

@19smt Thanks for sharing this update. I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you'll be receiving a replacement soon. 

[mochahantas]

My backplate and rubber piece came off as well today. I contacted Fitbit Support and advised. They sent an email back stating I could get 35% discount. This is my 2nd Fitbit in a year. The 1st Charge 5 stopped working after the update that messed up everyone's devices. They replaced it and now this one isn't working after less than 6 months. Of course, they are saying it is no longer under warranty. I'm mad because I said I would never get another one but my boyfriend convinced me to buy another one since I was accustomed to them. Having been a loyal Fitbit user for over 10 years.  And now, a few hours later, it's not charging at all but was working perfectly fine before the pieces came off. I'm not spending another $200 on another one. Lesson learned......

[potatobug89]

Did your fitbit ever start working?

[Eliza006]

Nope. It's dead. 🙃

[potatobug89]

Thanks for the update. Grrr….just shy of 2 years seems to be the lifespan. This was my third charge. 🙄

[mochahantas]

No, it didn't

[RGSKILL]

No, it is dead. 

[19smt]

It was just under a year old and they replaced the face for free.

Sent from my iPhone. Typos courtesy of small keys, old eyes and "auto correct"

[DavideFitbit · Accepted solution]

Hi everyone, thanks for all the updates provided so far. 

If you haven't done so already, please make sure that you've exhausted all the troubleshooting options mentioned here earlier. If the issue persists, I do recommend that you get in touch with the Customer Support team so they can provide you with the next steps. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback; comments from users are always useful to continue improving the quality of products and services.

[mochahantas]

I'm pretty sure most of us have already done that and it has not been
helpful at all. It would be really nice if Fitbit would acknowledge that
they have a major problem with this device. The updates tend to brick the
devices every time.

[DavideFitbit]

@mochahantas Thank for your sharing your feedback about this and the warranty policy.