Charge 5 began to have sync issue with my phone and it will go dark when it is charged

[dc7669]

Hi,

Charge 5 began to have sync issue with my phone and it will go dark when it is charged.

Starting a few days ago, my Charge 5 began to go dark every now and then. 

Go dark means that it will not turn on when I tapped on its screen twice.  Charge 5 DOES have power (more than 50%).

At first, I put the Charge 5 back on the charger and then, it will show me the time it was last work.  A minutes or so later, it will sync with my phone again and get the "right" time. 

I thought it may be related to "DND" (Do not disturbed) mode.  But, it was turned off.

This behavior is getting annoying that it happened may be every 3 hours or so.  Thus, even the clock function the Charge 5 will not work when it went dark on me. 

I tried

1. Delete and re-find my Charge 5 from my phone App

2. Re-installing the Apps on my phone. 

3. Turn off/on Bluetooth on my phone.

All the above actions did not solve the problem.

I saw other threads on this Forum that Fitbit management is aware of this issue and is working on a fix without any time line.  And some users decided to returned Charge 5. 

Version of my Charge 5 is 57.20001.149.11

The Fitbit app version is 3.58 (20263692).

Any solution out there to resolve this issue?  C

Is there a way to reactivate the Charge 5 without plugging it back to its charger?  When I am out and about and the black screen happened to me, I would be stuck without the charger.  This is BAD!

dc7669

[Rostrevor]

I followed the steps and the phone has synced with my Fitbit.  However, it has not credited the full activity for today and has defaulted to the results from earlier in the day rather than now at the end of the day.

[Rich_Laue]

Have you checked the sleep mode, in rewards to the display? 

As for steps, does the app say the Charge 5, recently or just synced? 

[dc7669]

Hi all,

Problem on my Charge 5 seems to be getting worse today.  It went dead on me three times.  The time between I re-sync the Charge 5 by connecting to the charging cable and it went dead varied from almost 6 hours to as little as 30 minutes. 

I called Customer Support at (877) 623-4997 after re-sync the Charge 5. 

.  

I was told that they could not do anything as the Charge 5 was working at this time. 

They did tell me to press the button on the charging cable three times to reset the device.  I was told that  this action was different from the "Reset Device" button under the Setting on Charge 5.  

I was given a case number and I am told to call again when Charge 5 went dead. 

I bet it is a matter of when, not if, I will call again.

dc7669

[pajac]

To reset watch, scroll down to settings then scroll up to reset device. Enter reset and scroll up one more time and choose reset again.

[dc7669 · Accepted solution]

On my third call to Fitbit support, they finally granted my warranty request.  And emails about sending me a warranty replacement came 2 hours later.  I am currently waiting for the replacement to arrive.  Hopefully, it will last way longer than the 3 months as my current had.

dc7669

[untalkativejen]

I’ve called twice now, maybe third time is the charm for me too!

[For_Me]

I am having the same problems, I have chatted with the help feature and niw I have 2 pending case numbers, but as of today my problems have not been fixed. I am frustrated and very unhappy.

[dc7669]

Fitbit's warranty replacement Charge 5 arrived and it is working now.  Hopefully, it will last for a few years.   

@For_Me I suggest you to follow up on 1 case number and asked them for warranty replacement, which should be valid for 1 year after purchase.  If Charge 5 indeed shut down with good charge for no reason, I think Fitbit will honor a warranty replacement request. 

dc7669

[For_Me]

Thank You!!!