Blank screen Charge 5

[Sengul18]

My Charge 5 Fitbit is fully charged.

I have reset it several times but the screen is still black. I can feel it vibrate but unable to see anything 

Moderator edit: subject updated for clarity

[DavideFitbit · Accepted solution]

Hi, welcome to the Fitbit Community forums, @Sengul18. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

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. If you need to get in touch with them again to continue the assistance process, you can click here to get connected as well. 

Have a good day. 

[H20_]

Same thing happened to me. Got it today and as I was setting it up it went black screen. I’ve read all the bad reviews on this watch and still ordered it like an idiot. 

[DavideFitbit]

Welcome to the Fitbit Community forums, @H20_. 

I appreciate all the feedback that you've shared about the product and for confirming that you're experiencing the same problem with your Charge 5. 

It seems that you already contacted the Customer Support team and they've provided you with more information about this. If you need further assistance, I recommend that you continue the communication with them so they can let you know how to proceed. 

Have a good day. 

[cdcolbeck]

This happened to me too, the screen worked for about an hour during initial,setup and then went blank and stayed blank.

The fitbit is paired with my phone, it vibrates when I get a notification or connect it to the charger, but stays blank.

I tried resetting with the 3 button press method and no dice.

I reached out to support, but am not impressed so far. They required me to send them a video of the blank screen. Not sure how a video of the watch doing nothing is going to provide clarity to the issue.

I loved my charge 3, and have had no issues with it for 4 years. I was really excited for the charge 5 upgrade, and now am just frustrated and disappointed. 

[Sengul18]

Hi
I contacted the place I bought the watch and they replaced mine.
Hope this helps.

Sengul Dogruel

[DavideFitbit]

Hi, thank you for your replies. 

@cdcolbeck Thank you for confirming that you've been having this problem too with your Charge 5 and for confirming that you already tried a few troubleshooting steps. I've been informed that you have indeed contacted the Customer Support team for further assistance with this and it seems they've sent you some instructions or that they were able to help you with this. Let me know if you have further questions. 

@Sengul18 Thank you for taking the time to share your experience with this as well. It's good to know that you've received a replacement from the retailer. 

Have a good day. 

[jglennox]

I am having the same problem. The Fitbit is recording data, as I can see on my app, but its screen went dark  a few hours ago. It’s fully charged and was when it went dark. 

--------------

For what it’s worth I had this happen once before and eventually the screen returned to visibility again, for no obvious reason. 

[DavideFitbit]

@jglennox Thank you for sharing this information and for confirming that you're having the same inconvenience with the display of your Charge 5. 

If you haven't done so already, please make sure that you've tried restarting your device using the charging cable: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, try changing to a different clock face and check if you continue to have the same problem afterwards. 

Hope this helps, I'll be around. 

[jglennox]

Tapping the button 3 times does not work. Still black screen.

Trying to change clock face does not work. I get an error message that says “unable to connect with this device", and tells me to do things I’ve already done, like be close to the Fitbit and make sure it is powered on.

[beccyb]

I’m going to contact place of purchase tomorrow as mine is not a week old and has the black screen after reboot and reset. Hopefully they will change mine. 

[DavideFitbit]

@jglennox @beccyb Thank you for sharing that you're still having this inconvenience with the display. 

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem with the display not responding, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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 great day. 

[DI2019]

For me, restart is not working. I feel it vibrating but the screen is still black. Nothing.

any ideas?

PS  It is a 2 months old Charge 5.

[DavideFitbit]

@DI2019 Thank you for sharing that you're still experiencing this issue with your Charge 5 and that you already tried the troubleshooting steps suggested.  

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem with the display, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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

See you around. 

[jglennox]

I have already resolved this issue—no need for further help.

JGL

[Janet_Stephen_T]

OK, so what did you do that resolved it?

[thouse3]

Me too, tried reset, sync, change clock face. Nothing works still blank

[DavideFitbit]

@jglennox That's great news! Thank you for sharing this update confirming that this issue has been resolved for you. 

@Janet_Stephen_T @thouse3 I've been informed that you were able to get in touch with the Customer Support team and it seems they provided you with more information or instructions. In this case, I recommend that you continue the communication with them. 

See you around. 

[jglennox]

Yes; once they were convinced of the problem, they sent me a new Charge 5 replacement.

JGL

[DavideFitbit]

@jglennox Thank you 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 unit. 

Have a great day.