Black screen Charge 5

[halaasaff]

dear Fitbit community, 

i bought my Fitbit Charge 5 last week. After a couple of days with it being completely fine, i showered with it, then slept 

The next day it just didn’t respond anymore had this black screen, wasn’t syncing and was simply dead. When i charged it it started flashing the Fitbit logo then stopping after a minute or so.  i’ve tried all troubleshooting methods and have no idea what to do since it is brand new and hasn’t even continued with me for a week😐

Moderator edit: format

[DavideFitbit]

Hi, welcome back to the Community forums, @halaasaff. 

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

Let me know if you're able to see any condensation on the screen. In the meantime, please try these additional steps that have been useful for other users:  

1. Complete a 3 pulse restart procedure using the charging cable. 
2. Please follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
5. 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. 

[grantmstine]

mine is just a year old and having same problem.  tried the above and didn't work.  had charge 4 before this and never had any problems

[DavideFitbit]

Hi, welcome to to the Community forums, @grantmstine. 

Thanks for confirming that you've been having the same inconvenience. 

Could you please provide a few more details? Let me know if you're able to see the Fitbit logo or anything at all on the display. Did you also start having this issue after showering with the device? Are you seeing any condensation? 

I'll be around. 

[grantmstine]

Couldn't get it to do anything. Black screen, tried all the suggestions.
Was bought in September of 2021. Out of warranty, so I bought replacement.
Sharon


--
In the middle of my little mess I forget how big I'm blessed

[DavideFitbit]

@grantmstine 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're now using a new replacement device. Thanks again for sharing your feedback. 

Have a good day. 

[grantmstine]

The new one I bought in November just stopped working.  was working when I got up was exercising and went to check number of steps and would not come on.  I had check to see if it needed charging when I got up and it was at 61%.

Bought at Target and they will take back, but not sure I won't to try another one.  One I replaced was just over a year old.

[DavideFitbit]

@grantmstine Thanks for sharing your experience with the new device and for confirming that you were able to take the device back to the retailer. 

I'm sorry to see the Charge 5 started showing the same problem. Let me know if you decided to replace it for another Fitbit. 

The team continues to work to improve the quality of products and services. 

[KerrynR]

I am also having this issue. After shower fitbit was working then screen started going dull and then completely black. I have tried all the trouble shooting options but screen is still black. I cannot see any condensation on the screen, fitbit still vibrates and is fully charged and according to app is still tracking my steps. Any other suggestions 😞

[grantmstine]

The first one that did it was a couple months past the year warranty and I
never got it back. No vibration, no sign it was working. I bought a new
one and it did the same thing. I woke up in the morning. It was fine and
about an hour later nothing. I hadn't been in the shower or anything yet.
I did get it back with the charge cord and pushed the button. When it went
off it had a 61% charge on it and when it came on it had to be fully
charged and then there was an update I had to do. So far so good. If
there are updates needed you would thank they would be done when it is
syncing or at least an notice sent that update is needed, just like the
messages for meeting goals or the notice when you hit your goals.

Sharon

[daniel.t]

Hi Davide! 

I also have the same problem. My Charge 5 is from March last year and started vibrating erratically last night. I then noticed it hadn't synched with my phone for a few days so attached the charger and put it next to the phone for the night. And this morning the screen was black.

I tried your steps above but it did not help, unfortunately. 

I can feel it vibrating when restarting but the screen is still black.

The app shows a firmware version of 20001.188.58 and below it says synchronising, but it never finishes.

When I tried to install a new clock face it says it can't connect to the Charge 5.

Any suggestion on how I proceed?

Cheers, Daniel