Charge 5 - Unable to upgrade and black screen issue

[toverundstrom]

My Fitbit Charge 5 has a black screen. Its still syncing towards the Fitbit app, where I see a message that upgrade is required. However, when trying to hit the "upgrade" button in the app, nothing happens. How can I updrage my Charge 5 when the app is not working? (I have reinstalled the app, restarted my phone, disconnected Bluetooth etc). Thanks a lot in advance! 

Moderator edit - updated subject for clarity

[mccallih]

I am having the same issue! So frustrating! I cannot even get a display on my Charge 5 now. The upgrade button on the app does nothing. It looks like many others are struggling with the same thing for what appears to be months with no fix. I sure with FITBIT would address this issue as now I have a useless device.

[MarioSFitbit]

Hi @toverundstrom and @mccallih ! Welcome to the Fitbit Community! 

I appreciate your messages, and I'm sorry to hear that you are experiencing this issue regarding the black screen of your devices. This is not the experience wanted for our customers, and I understand your concern. 

Firstly, please confirm if you are running the latest Fitbit app update. How do I update the Fitbit app?

Please confirm if you tried these steps: 

• Sync your Charge 5: How do I manually sync my tracker or watch? 
• Charge your device: Double-check the connection: Ensure secure connection to the charging cable and that the cable is plugged into a working USB port (computer or UL-certified wall charger).
• Restart your Charge 5: How do I restart my Fitbit device?
• Change the clock face: How do I change the clock face on my Fitbit device?

[Jf76]

I have the same issue. After attempting to update the watch does not respond to anything. 

[mccallih]

Good Morning MarioSFitbit,

Yes, unfortunately I have tried all of the steps you listed above with no luck. The device is fully charged and nothing seems to work. I no longer have a working device and am certainly hesitant to buy another.

[MarioSFitbit]

Hi @mccallih ! Thank you for your message. @Jf76 warm welcome to the forums. 

I appreciate your messages, and I'm sorry to hear that the situation still remains. I certainly understand your frustration. 

I am grateful for all the troubleshooting steps you tried. 

Since you performed all the suggested steps with no avail, please let me suggest you to contact support, because they have more tools in order to find your options: Contact Us. 

[Jf76]

I did. There answer was a discount on a new tracker.

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Moderator edit - removed personal information 

[toverundstrom]

Hi, 

Thanks for your response! I've tried all the actions listed above but the issue remains. The screen is black and I'm not able to upgrade the device thorugh the app (when hitting the "upgrade" button, nothing happens. I still have warranty on my device and wonder how I get in touch with customer support for a new watch? 

Thanks,

Tove

[MarioSFitbit]

Hi @toverundstrom! Welcome back to the forums. 

I'm sorry to hear that the issue still remains. Thank you for all the troubleshooting steps you tried. 

Since you performed all the suggested steps with no avail, please let me suggest you to contact support, because they have more tools in order to find your options: Contact Us.

[Jf76]

Google the fitbit number .

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Moderator edit - personal information removed

[HeatherPerotti]

Both ine and spouse had charge 5 and within a well both went black.  I was told it was a dead watch but both were still connected and syncing to app.  When I called they told me it was something i did.  All of this happened after an update. I use my info to send to Dr as i have a lot of health issues and it is am ready transfer.

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There is no way to know if my fitbit chaste is doing anything.  The screen is black.  My spouses is the same.  It happened after the latest update.  I had to purchase new one because I need it for medical purposes. 

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Moderator edit - merged messages