Charge 5 Unresponsive

[MisFitz]

I’m trying to pair my Charge 5 to my app. It wouldn’t pair so I did a reset of the Fitbit itself and now the Fitbit is totally unresponsive. No display, no vibrations, nothing. When I attempt to pair, the app says it’s found the Fitbit and then asks to type in the 4 numbers on the screen of the Fitbit, but no numbers come up on the screen. The screen is doing nothing. I’m trying to pair to an iPhone 11. This is probably the 12th Fitbit I’ve had and never had this problem. 

[blueeagle]

Hi,

You have to connect it to the charger to wake it up when new or reset.

If it is and still nothing, try pressing the button in the side of the charger plug USB end 3 times while connected, pausing for 1 second between presses then wait 10 seconds.

Hope this helps.

[Tom1711]

I have the same issue. The reset with the button at the USB plug just shows the Logo and then the display is unresponsive again.

[Wibby]

Hello @MisFitz and @Tom1711 

Have you charged your Charge 5 for very long?  I was just looking at troubleshooting suggestions and it says it needs to be charged to at least 50% before it can pair (at least the Charge 4 did and I'm guessing it's similar for the 5).  It might be worth leaving it on the charger before starting again.

I'm attaching a link for Troubleshooting for setting up devices.  If you click on a few of the things that match your phone, you might find something that helps to fix it for you.

Troubleshooting 

I hope that helps a bit.

[MisFitz]

It’s 100% charged.

Best,

Shanna Clark

[Tom1711]

Hello Libby, thanks for your help. As MisFitz already replied the watch was charged 100% and connected to the charger. Even the reset is not working by pushing the button at the USB plug. And since the display keeps black no reset is possible using just the watch.

[morrik5]

I also have a black display is there a way to change brightness? It worked yesterday for a few hours and then didn't, not even the clock.

Reset also doesn't fix.

[MisFitz]

I had to call and get a replacement ☹️

Best,

Shanna Clark

[Tom1711]

Hello Shanna, same here. I've just ended my chat and already received link to a replacement order. Hope this works.

Best,

Thomas

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Seems that there is non fix. Just a replacement is the right path.

[Wibby]

Hello @MisFitz , @Tom1711 

I’m glad to see you got some help and a resolution in the end.  The link I attached before says to try support if all else fails.

 I’m sorry your trackers didn’t work properly but am really glad Fitbit are replacing them.  

I hope your new ones are trouble free!

[morrik5]

I am getting mine replaced as well. Hopefully they will investigate and
perhaps another firmware update will fix it.

[Tom1711]

Thanks Wibby! Yes I really hope the new one will work properly.

take care, Thomas

[kenney_k]

Glad I'm not the only one with this issue, the wife is pretty bummed out about her Christmas present!
We had it and her phone next to each other all night trying to update (which is what it seems to be stuck on). Tried the power cord restart and that didn't do anything and the face is just blank...no haptic feedback at all when plugging it in to the charger.
Very disappointed, will be trying customer service today!

[Tom1711]

They have to replace it, no fix available. Its a sort of mess not to get a new and fully charged device back into factory mode again. Engineering must find a workaround to get out of this. I‘m wondering what causes the bug? Last thing I remember was changing the clock face. What about you? I just wanna avoid to run into a similar impasse.

best,  Thomas

[morrik5]

One of the suggestions from the agent on Live Chat was to change the clock face. So that must be a known issue with perhaps the stock face it comes with new?

[kenney_k]

I think she had changed the clock face prior to doing any of the updates...maybe? I'm calling their service number now.

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Yeah, customer service took care of it, sending out a new Charge 5. Stepped through a few procedures to get it to "wake up" but the screen just never came back on. It was synching ok, but the display was just blank and there was no haptic feedback at all, even when plugging in the power charger.

[DavideFitbit]

Hi everyone, thank you for all the details that you've shared about the problem you've been experiencing with your Charge 5. 

It seems that many of you have already contacted the Customer Support team for further assistance or have received a replacement device. Thank you for sharing your experience. If you haven't done so already or if you're new to this thread, make sure that you've tried the three pulse restart procedure: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (the USB connector), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Some users have also found helpful to try changing the clock face option. In addition, make sure the problem it's not related to the battery not charging properly by following these steps. 

If you already tried all these suggestions and you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance. 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 great day.