Blank screen Charge 5

[gzavodnick]

Although it’s working as I see my stats but my screen is dark and nothing shows even when charging

i tried to restart using the button 3x but all that did was allow my wrist to sync with phone ( before that it did not )

Please advise. I bought this when you suddenly decided not to support an older model I was using

Im not real happy 

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @gzavodnick. 

Thank you for sharing that you've having 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 > Tile 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. 

Hope this helps, I'll be around. 

[gzavodnick]

What is a Firmware banner?? Should it appear or no??

is changing clock just going from 12 to 24 hours

Before I spend the time with Customer Service I want to be sure I did all correctly at my end

thks 

[DavideFitbit]

@gzavodnick No problem, thanks for your reply. 

The read banner it's and indicator that appears at the top of the screen when you open the Fitbit app and it let's you know if there's a firmware update pending for your device. 

Regarding the procedure to change the clock face, this procedure allows you to change the design and the way data is displayed on the screen of your Charge 5. You may see your stats differently after you complete this process and you can follow the steps listed here. 

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

Have a good day.