Charge 5 Stuck on Logo LED lights off

[SunsetRunner]

Woke up to my Charge 5 stuck on the logo. The LED lights aren't working. Went through troubleshooting on the chat. Nothing worked. He had me email my receipt to send it up the chain. Come to find out the Fitbit Store on Amazon is not run by Fitbit (I had no clue, especially since they honored my promotion) It's been less than a year and they will not honor my warranty. I wasted my birthday money and trying to live healthier on a piece of junk. No more for me. I'll try another company that honors the warranties on their products. Be careful where you buy your products. 

[Talahthas]

Welcome to the Fitbit community, @SunsetRunner!

I fully understand your feelings after all what you've experienced with your Charge 5 so far. I conclude you haven't bought your Fitbit device directly from Amazon but from an Amazon Marketplace dealer which is always a little bit risky. Before throwing the towel I'd suggest to get in contact with the seller to clarify your claim for warranty.

I'll keep my fingers crossed.

[SunsetRunner]

I contacted customer service at Amazon and they said there is only a 30 day return window and Fitbit has agreed to take over the warranty after that.

I told her that is not the case and I have the email stating they will not honor the warranty. She is contacting the seller. They have 48 hours to respond, so we shall see.

Either way, I'm kind of annoyed that Fitbit won't honor the warranty of their own product. So if I bought it from Target or Kohl's or Costco, they wouldn't honor it either? I still have the box, receipt, and took care of it. It hasn't been a year and from other threads on here I can see it is a problem with their product. 

[Mac2022]

Wanted to post my experience in case that helps.  Just like you, my Charge 5 was stuck on the logo a few days ago, with the LED lights not working, and not responding to any attempts to reboot or do anything.  I went through troubleshooting with customer service and in the end they just sent me a coupon for 35% off of a new one.

However, I left my Charge 5 plugged into the charger and didn't disconnect it from the app.  Two days later, I picked it up and it started responding again!

I had assumed that I was experiencing the firmware upgrade problems everyone is complaining about.  But for some reason, right now it seems to be working again.  I don't know for how long.  But if yours was also stuck on the logo, try leaving it on the charger for a while and try it again in a few days, just in case.

[SunsetRunner]

That's good to know! I had it plugged in for a while, then gave up. I'll plug it in now and hope for the best. Thank you for the suggestion!

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[Mac2022]

I may have spoken too soon.  After working for about two days, last night my Charge 5 suddenly froze on the logo again.  Wouldn't respond to anything, couldn't reboot, and the app couldn't find the device.  This went on for maybe 5-6 hours.  At that point I checked it again and it had a very low battery (probably from shining the logo non-stop for so long).  I plugged it back in and now it's working again... for now.

I really rely on my Charge 5 and I might still have to use the discount to buy a new one, if this is going to keep happening... but I'm afraid that the new one will still have the same problems that everyone is experiencing.

[SunsetRunner]

Oh no! I'm sorry yours went haywire again. I came back to say mine started working again out of the blue. I'm afraid to get it wet or mess with anything on it now. I hope it continues to work but I heard there is an update that's causing havoc. I don't think I've gotten the update yet, maybe you did? I hope it starts working again. It sucks when you pay a good chunk of money for something and it just doesn't work. I also really on it for the heart, sleep, time, and steps. 

Good luck!!

[SunsetRunner]

Well, I must be a couple of days behind you in this Fitbit saga. It's been working fine. I wanted to go swim, but was afraid to leave it on so I took it off and went swimming. We came in and I forgot about it until dinner. I went to put it back on and it's completely dead. Black screen and no LED lights. I tried syncing it but nothing works. 

Fitbit wrote me back and because I didn't purchase through an "authorized" dealer. They won't do anything. They list Amazon on their list of authorized retailers, but you have to be careful when you choose Amazon. I clicked on the Fitbit Store on Amazon and somehow ended up purchasing through another party. I give up. I really like Fitbit because it's easy to use, works with my phone, and before this I trusted the brand. I'm going to start looking for something else. Super disappointing. 

[Mac2022]

I'm now on the third time in about a week where my Charge 5 just lights up with the logo and won't respond to anything or reboot.  Each time it came back after maybe 6-12 hours.  But I don't know what's causing it or how to fix it.  I don't think my Charge 5 has gone through the update yet (the one that's breaking everyone else's Charge 5's) but I don't know what else could be causing it.

No one from FitBit has responded to any of my posts about this, or my asking whether a new Charge 5 will have the same problems or not.  I'm doing some specific fitness training and about to go on a long trip in a few weeks, so I need to decide whether to try buying a new one or switch to a different company.

Has anyone else had this problem specifically, with it getting stuck on the logo for long periods of time and not responding?  Does anyone have any insights into what could be going wrong, and whether a new one will also have the same problem?

[SunsetRunner]

Yes! Mine is doing the exact same thing now. I think it might have tried to update one of the times it lit up, but it didn't get to finish because it only stays lit up for a very short time. (Seconds) It was stuck on an ex with a red circle around it for a while and when I googled it, it said it was a failed update.
I'm afraid to get another Charge 5 or any other Fitbit product at this point, even though I really liked this one.
I've been looking around at other brands and a lot of varying prices. I'm not really sure what to get yet, I wanted to have all the same features this one has and be compatible with my phone.
Also, I have a message on the Fitbit app saying that I can switch to my Google account. I am afraid to do that because I don't know if it's going to make the situation any worse. I wish someone would give some sort of answer so we know what to do. Very frustrating.

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[Mac2022]

My Charge 5 is now working again after being stuck on the logo for a few hours yesterday (for the third time).

Interestingly, it seems like it was still tracking during the time it was stuck on the logo (I experimented with wearing it while stuck on the logo).  When it started working again, the clock was off by a few hours until I synced with the app, at which time the clock started showing the right time.  I could see tracking for that time, with a gap for where the clock adjusted instantly from about 5pm to about 9pm.

Is anyone from FitBit reading these posts?  Does anyone have any idea what could be happening when it gets stuck on the logo?

I still seem to be on the older firmware version, and I haven't seen the red X yet.

[SunsetRunner]

Wow, this is just insane. After the X with the red circle it went completely dead again. I keep messing with it and the logo will appear for a fraction of a second but won't stay. The update never downloaded because it didn't stay working long enough. It doesn't sync. It sits on the charger in hopes that it will start working again. I guess I can try putting it on, but truthfully, until the powers that be stop hiding, address the issue, and make it right with their loyal customers that spent their hard earned money on this brick I'm done with this brand. I purchased an Amazfit today which is less than half the price of this Fitbit brick. The only thing it doesn't have on it is the ECG, which I will miss greatly but this is a better fix than waiting on the Fitbit / Google company to address this issue.

I hope yours stays working!