Charge 5 Can’t connect to Bluetooth

[Queenki-68]

Can’t connect to Bluetooth because Charge 5 won’t shutdown. It’s screen is black with a white syncing line running through it and a :cross_mark: flashing afterwards.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Community forums, @Queenki-68. 

I appreciate all the details that you've provided about this inconvenience with the Charge 5 and the display.

If you haven't done so already, please make sure to complete the 3 pulse restart procedure. If 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. 

Let me know if you continue to have the same inconvenience afterwards. Regarding the device not syncing, and if your display is working again, you can also follow the steps provided in this article. 

I'll be around.

[Parkfit1921]

My charge 5 screen went black 45 days ago.  It buzzes when I connect the charger and when I do the reset by pressing the button on charging cable but the screen remains black.  I have done all troubleshooting including the recommended forget device and now when I try to set it up again, it will not connect to Bluetooth.  Beyond frustrated with support as I still have not heard from anyone to assist. They are too busy.  This charge is only about 6 months old. 

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4-5 days not 45

[DavideFitbit]

@Parkfit1921 Thank you for confirming that you've been experiencing the same inconvenience with your Charge 5. 

I've proceeded to send your information to the Customer Support team again, but I've been informed that you were able to get in touch with them again and it seems they've provided you with further assistance with this. Let me know if you have other questions. 

Thanks for taking the time to share all your feedback and comments as well. 

[Parkfit1921]

I was able to get replacement for my charge 5

Sent from my iPhone

[DavideFitbit]

@Parkfit1921 That's great news! Thanks for sharing this update. 

See you around in the Community.