Charge 5 Black Screen

[Debbbbbb]

My Charge 5 has stopped responding after 2 months. 

I have used the reset by pressing the circle on the charger 3 times and I can feel the device vibrate, but the screen remains black. This has been done multiple times over many hours. 

I have even tried to update the software immediately after the reset, but again, the screen remains black. Syncing issues etc.

Does anyone know any other potential solutions?

Cheers!

[DavideFitbit]

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

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 and it seems they've shared some instructions with your. In this case, they will let you know how to proceed. 

See you around in the Community. 

[Comsciguy82]

I am also having this problem with my Charge 5.

It began after my battery died and I was without my charging cable, so it completely died.  After returning home, I put it on the charger.  The next day, I took it off the charger and noticed that it was unresponsive and the screen would not come on.  I tried to reset it using the "press the charger button 3 times" approach, and it would vibrate, show the fitbit logo briefly, and then become unresponsive again.  No green lights for the heart rate monitor or anything. 

According to the app, it has synced once or twice since then, but I can never get it to do anything while I am actively watching it.  My tracker is less than a year old so it should be under warranty.  It is using firmware version 57.20001.171.50.

I noticed that on the help website, in order to contact support I have to direct message on twitter.  Sorry, I don't do twitter.  Is there any other way to get support besides live chat or waiting on hold on the phone?

[DavideFitbit]

@Comsciguy82 Thank you for sharing that you've having the same 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. 

Regarding your question about contacting Support, it is possible to write them an e-mail, to chat with them or to call them directly. You can click here to get connected.