Charge 5 black screen

[joyserene5]

I took a shower this morning and forgot to take my fitbit off.  It now has a black screen.  I have tried rebooting but I am not seeing anything on the device.  The screen is black.  I haven't had it for a year yet.  Is this covered under the warranty?

Moderator edit: updated subject for clarity. 

[joyserene5]

Forgot to say that I feel the device respond when I connect to the charger.  The light on the back comes on but there is no display only a black screen.

[AndreaFitbit]

Welcome to the Fitbit Community, @joyserene5. I'm sorry to hear that your Charge 5 has a black screen and thank you for letting us know that you have tried rebooting and that the device responds when you connect it to the charging cable. 

Please sync your Charge 5 in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.

[joyserene5]

I synced the device. It says there is firmware available. It says the
battery is empty. Usually when the battery is dead and I hook it up to the
charger, the display will show that it is charging. I don't get that now.
I feel a physical response when I connect to the charger, but I see nothing
on the display. It is a black screen.

[joyserene5]

I tried the reboot again.  I feel something after I push the button on the charger, but after 10 seconds, I still have the black screen.  I don't know if it is charging or not.  I fully charged the device yesterday so I don't know how the charge could be gone today.

[AndreaFitbit]

Thanks for getting back to us and for following troubleshooting advise @joyserene5. 

Please try updating your Charge 5 with the instrucitons of: How do I update my Fitbit device? Also try changing your tracker's clock face with the instructions of: How do I change the clock face on my Fitbit device?

[joyserene5]

I updated the device and I change the clock face. Still black screen.   The phone seems to be responding because I feel or hear it respond when the update completed and when the clock face install was completed.  It simply is not displaying anything..  

[PEARLIEE]

Mine won’t sync, even after attempts to reboot.  It should have a full charge.  

[Lawson36]

Same. It’s connected to the charger, I press the button three time and it vibrates once and that’s it. Just black screen. I am not able to push the update to the device. 

[PEARLIEE]

I still have this issue too.  I read through some past threads and the only resolution I can find is to contact community support. A replacement device may be required. 

[Lawson36]

Well, that’s a bummer. I just got off a chat with support and they said they would have to check about my warranty. I got it from this website in January of last year. 🤞

[Beez16]

Have recently had issues with difficulty in waking up the screen. Even some hard taps leave the screen black. Any suggestions ?

[joyserene5]

I did all of what was recommended. The app says I am all updated. Still
black screen.

[MaxK12]

I'm having the exact same issue, except the lights don't appear on the back.

[Lawson36]

I’m just under four months past their one year warranty and the device failed. They only offered a 35% discount on the purchase of a new device. I’ll be looking at other smartwatch/ fitness tracker options 

[AndreaFitbit]

Thanks for troubleshooting this issue with us @joyserene5. I understand how frustrating this could be and went ahead and requested a case on your behalf. A customer representative will contact you soon.

@PEARLIEE, please check: Why won't my Fitbit device sync? help article and follow the other advised troubleshooting steps. 

@Lawson36, if you have more questions about your case, you can contact our Support Team again.

@Beez16, please confirm that you have followed the recomended steps on my previous posts.

@MaxK12, please stay in touch with our team in order to receive assistance.

We look forward to get you back on track. 

[PEARLIEE]

I’m still not sure what was wrong with my device... It seems to be working now, after leaving it on the charger with its unresponsive black screen overnight and performing a hard and soft reset in the morning.  I’m very disappointed. If this happens again, I will request a replacement.  

[PEARLIEE]

—successful sync required two hard resets, one soft reset; removing the device from the app, and my phone; and reconnecting to the software and my bluetooth. 

[MaxK12]

They only offer a slight discount, won’t even send a replacement for free. They’re going to lose a lot of customers including me 

[AndreaFitbit]

Thanks for getting back to us and for letting us know about the steps you followed in order to sync your Charge 3 again @PEARLIEE. I'm glad that you're back on track.

@MaxK12, I know how frustrating this could be and appreciate your feedback.