Black Screen on Charge 5

[Ddeivisson]

After a week of use my Charge 5 dawned with black screen.

I followed the restart instructions, as I read in many articles here and on Fitbit website, but the screen remained black.

I followed new instructions to forget the device in the bluetooth of my smartphone, Samsung Note 20, and try to pair my Charge 5 again. The problem continues. Black screen and now I can't even see the 4 digits and pair the Charge 5 again.

Any concrete help? I've already talked to the chat and they said they're going to take the issue to another level of decision.

As other people have reported the same situation, I ask: Is there a real solution today?

Modifica del moderatore: formato

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Ddeivisson. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

In this case, since you already tried all the steps found in the forums, it would be necessary to continue the assistance process with the Customer Support team. I noticed they've been taking a bit longer than usual to reply, since this is a new product and they often need to verify things with a higher level of Support, but you should be receiving a reply soon. 

Thank you again for sharing your feedback, have a good day. 

[tylernow]

There is no hard reset button on the device to perform a factory reset. It seems like it was designed to have to be sent in if a software issue arises. Would be nice to be able to wipe the data ourselves even if the device screen is off.

[DavideFitbit]

@tylernow Thank you for your reply. 

There is a hard reset option on the device when you go to the settings app, but in this case it would not be possible to complete this procedure, since this display is completely black. 

In this case, if you already tried the restart procedure (using the charging cable) and you continue to experience the same problem with the display, I recommend that you reach out to our Support team so they can let you know how to proceed or that you continue the communication with them of you already have a case created. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day.