Black screen and sensors don't work

[Bapeg]

CAN WE HAVE AN ADVICE? MANY PEOPLE ARE IN TROUBLE WITH FITBIT CHARGE 5 THAT STOPPED WORKING. I HAVE A TOTAL BLACKOUT. AT FIRST TIME I HAD 15 MINUTES OF CONTINOUS VIBRATION AND BLACK SCREEN. THAN TOTAL STOP

[Mjj53]

Same thing has happened to my Charge 5 this morning…getting no response.

[nj03]

Same problem today. UGH!

[RiekoC]

Hello @nj03 , @Bapeg , @Mjj53 

Since you've already tried the recommended troubleshooting steps, you might want to consider this user's suggestion (<-- click link). I have some users in the past report that this method worked for them when they had a non-responsive screen. Although there's no guarantee that this will work for you, it might be worth a try.

[Mikey10353]

This happened to me too this morning when I hooked up to the charger.  Help!

[JDS709]

This just happened to me today!! Went through all the steps for support and did npt work. I am past warranty and they are telling me it can't be fixed!?! When I try the reset the Fitbit the logo briefly flashes, it is charging and is syncing to my phone. So clearly the screen works if the logo can display. I don't get it!?!? This is the 3rd Fitbit I have had to replace at 1.5-2 years old or just past warranty. If this can't be resolved I will unfortunately have to try and find another device because this is ridiculous! So frustrating!

[nj03]

Same with me. I'm frustrated that they "break" just after the one year warranty is over. I bought this one in late April 2023. UGH!

Does anyone recommend what to do next? Is anyone on the Fitbit site paying attention to our concerns?

[Mjj53]

I did all the suggestions.  I'm getting a vibration when plugging it in but no screen.  This is my second Fitbit, loved it but it's not even 2 yrs old.  Will not buy another one at $160+.  Should last longer. I've also been having issues when it syncs with my ipad... taking a long time and it won't record my sleep.  Guess those were signs this thing is not worth the $$.

[JDS709]

I voiced my opinion to support when it couldnt be fixed and said to watch my email and they would check for warranty coverage or maybe a discount code. When I expressed that I would not buy a 4th Fitbit only to have the same thing happen.....he told me to come to this group. Which I find hillarious. I hope they monitor it? Seems awfully conincidental for so many people to be having the same issue at the same time? But since past the warranty....I guess they won't do anything??

[Mjj53]

Interesting that so many people are having the same issue.
And yes wondering why Fitbit has no response.


Sent via the Samsung Galaxy Note8, an AT&T 5G Evolution capable smartphone

[JDS709]

On another thread someone suggested putting it in the freezer? Gonna try this as a last resort.

Funny I received a "badge" today celebrating my 5 year anniversary as a Fitbit user....just as the screen on my 3rd device died.  Almost like they plan it. Certainly won't make another 5 years if this isn't fixed.

[Mjj53]

I did do the freezer thing. It caused a vibration response but still nothing on the screen.



Sent via the Samsung Galaxy Note8, an AT&T 5G Evolution capable smartphone

[JDS709]

I put it in for an hour and no improvement. I had a horrible experience with customer support. After 1.5 hrs and 3 chats that I kept getting timed out of they told me I needed to migrate my account to a Google email to get a discount code because they had no other way to "authenticate me." I said no as I have been using rhe same non Gmail email forever and has been linked to my Fitbit for 5 years. While trying to figure out how to add my existing account to the google verify link I was sent, they timed me out of the chat again with no discount code. Anyone have any recommendations for better trackers? I have only used Fitbit and have 5 years of sleep and health data that I like to compare. I am so dissapointed with this whole experience. There is clearly something wrong with Fitbit since Google took over.

[weljj]

If the battery is at 0% you won't get a screen.  Leave it on the charger anyway.  I think mine took about 20 minutes to display anything on the screen when the battery was completely depleted.  If you can get a full charge on it then try the freezer trick again since it seems to have survived the first trip through the freezer.

[JDS709]

FYI, putting it in the freezer for longer seemed to ruin it. Previously it was just the screen that wasn't wprking but it was still tracking steps. After putting it in the freezer the app lost connection with the device entirely. Also, this happened to me after swimming and turning on swim tracking. Something about the water lock seems to be a problem that causes this and has been reported in other threads. So frustrating that Google/ Fitbit will not provide any support!

[AninM]

I’m wondering if it’s happened to a lot of Fitbit charge 5 users at the same time!

[AninM]

Thanks for the suggestion. As crazy as it sounds, I’m going to try it out. Putting it in the freezer now!

[Mjj53]

I think it did! I’m now getting a lot of Google Fitbit ads to buy their product…very suspicious to me. I will not buy another Fitbit product.

Sent from my iPad

[Mjj53]

That didn’t work for me.

Sent from my iPad

[AninM]

Me neither.
Sent from my iPhone