Charge 5 Keeps restarting

[swhopkins]

I just got my Charge 5 and it keeps restarting just from tapping through the stats.  Is anyone else having this issue?  I've tried manually restarting.  I tried changing the clock face and it wouldn't complete and now its stuck on 'Clock error'. Is my Fitbit faulty or is the software not ready for primetime?

Moderator edit: format

[DavideFitbit]

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

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

In this case, since you already tried a manual restart and changing the clock face, and you continue to experience the same inconvenience, I recommend that you get in touch with the Customer Support team so they can provide you with further 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. 

[swhopkins]

Thanks for the response.  I've been talking the support over Twitter.  Now the fitbit is completely blank and when I reset it via the power cord, I see the fitbit logo and it goes back to being completely unresponsive.  It seems to be a faulty unit or something and the support hasn't been that helpful except pointing me to help articles which I've already tried myself.  

[J4k3_Ry4n]

100% a faulty unit.

[swhopkins]

Whats the best thing to do in this case?  I've been talking to FitBit support over Twitter but now they say they're going to escalate to their support team.  I thought I was already talking to the support team!  I bought it at BestBuy so it seems like I should just return it rather than bother with this prolonged support chain. In the past I always heard FitBit support was good but its been slow and pretty useless so far. 

[SunsetRunner]

Suggest to return/exchange at Best Buy if you still can. Lots of opinions on trying to return/exchange to fitbit directly, head over Sense forum and you'll see posts of experience of directly returning the item to fitbit. 

[DavideFitbit]

Thank you for all your replies @swhopkins @J4k3_Ry4n @SunsetRunner.  

If this is related to the battery, please make sure that you've followed the steps provided in this article. If the device is charging, but the screen is completely black, make sure that you've also completed the restart procedure described here. 

In you're still having trouble with the device not responding or if the device is rebooting constantly and you already tried the restart, changing the clock face option and the battery troubleshooting steps mentioned earlier, please continue the assistance process with the Customer Support team here, so they can provide you with further instructions. Since this is a new product, they may be taking a bit longer than usual to reply because they often need to verify information with a higher level of Support, but you should be receiving a reply soon. 

Have a great day.

[newsman]

I returned my defective first Charge 5 to Fitbit because I bought directly from them. Still awaiting refund. It is a too long process. My second unit bought from Best Buy. Have 14 day return policy. If you’re still in that 14 days, take it back there. You’ll get quick action as likely not to occur with Fitbit. 

[DavideFitbit]

Thank you for sharing your feedback and experience with this, @newsman. 

Have a good day.