Brand new Charge 5 - screen mostly stays black, and cannot update

[RobotSparkles]

I just bought a Charge 5 last night after my Charge 4 died. 

I've seen the main screen once, and then tried to update it using my app. Double tapping the screen does not seem to wake it up. 

I thought updating the device via the app would help, but the update never completes. 

I've researched this issue and updated the app, uninstalled and reinstalled the app, restarted my phone, restarted the device multiple times using the charger... nothing is working and I'm about ready to be done with Fitbit because I honestly had a lot of trouble with the four, too.

Is this possibly a faulty product or is there anything else I could try to use this device?

EDIT: I think I've determined it's a faulty device - I deactivated it from my account, thinking maybe starting fresh would help, but now the screen wont even show the four numbers to pair it.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing this information and all the troubleshooting steps that you've tried so far, @RobotSparkles.  

In this case, since you continue to experience the same problem after all the steps that you've tried, I recommend that you get in touch with the Customer Support team for further assistance with this, so they can provide you with more instructions. 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.