Charge 5 black screen

[macy1234]

How do I fix my Charge 5? I tried the reboot by connecting to a charger and pressing 3x but my screen is still black. Sensors are working just fine but not the screen. Is there a repair center in the Philippines?

Moderator edit: clarified subject.

[ManuFitbit]

Hi @macy1234. Welcome to the community forums. 

Thank you for sharing the inquiry regarding this difficulty with Charge 5.

Please, in addition to the reset you already performed, try changing the clockface as indicated here: How do I change the clock face on my Fitbit device?

[samrale]

My screen also started doing this same thing this morning. At first I thought the battery was dead but then I took it off my arm and saw the green light still working. It also still syncs to my app but the screen is black. What's going on?

[macy1234]

YOUR CUSTOMER SERVICE WAS NO HELP. I HAD TO PUT MY BABY DOWN TO REPEAT THE SAME INSTRUCTIONS I FOUND ON THE COMMUNITY WHICH NONE FIXED THE ISSUE ONLY TO BE TOLD I AM NOT QUALIFIED FOR A REPLACEMENT! I GUESS IT IS TIME FOR A BRAND CHANGE.

[samrale]

I believe Fitbit has done something to render the Charge 5 useless because it sure is ODD that so many Charge 5 users are ALL having/reporting the SAME ISSUE ALL OF A SUDDEN!?!? Mine was working fine up until this morning.

[macy1234]

fitbit's customer service sucks. i told the agent i already did whatever i can find in the community but had to repeat everything "as standard protocol". had to do it while attending to my baby! nothing happened it is still black and all i got in the end was "you are not eligible for a product replacement" like... all the inconveniences for nothing. the issue was not fixed and just like that end of conversation. 

[DRRRR]

Yesterday, my Charge 5 simply stopped working.  All the normal restart processes do not work. 

A little background - I have had my Charge 5 for almost 2 years.  I really like the device.  However, it has stopped several times in the past. 

-2-3 times it unexpectedly ran out of power - simple fix was to attach it to the charger and in about 10 to 15 minutes later, it started back up.

-2 times before, it stopped working.  Following the reset procedure, I attached it to the charger and pressed the USB-A button 3 times and it came back to life..

Yesterday, though, it simply stopped dead. Black screen and not green light on the back. The App showed that its last sync, at around 4PM, as having 79% power.  But it would not sync to the App after that time.  The device would not reset or restart using the 3 press button procedure.  I tried it 10 to12 times.  The first several times, the charger would vibrate but the device would not turn on.  Once, after the 4 or 5 attempts, the charger head vibrated for about 15 seconds but the device stayed dead.  After that, I could not get the charger head to vibrate again.  The device is still dead. 

What other remedies are possible?

[macy1234]

Customer service troubleshooting we performed:

1. Connect to charger wait 10secs remove then sync instruction

2. Press usb 3x remove then sync instruction

All instructions can be searched on the Community but NONE worked for me. I also tried changing watch face and charging it to full batt. STILL DEAD. The agent I talked said my device was not eligible for product replacement and there are no repair/service center in the Philippines. FITBIT LEFT ME HANGING WITHOUT ANY HELP/OPTIONS TO FIX THE ISSUE. SUCH A DISAPPOINTMENT AFTER ALL THESE YEARS OF BEING LOYAL TO THE PRODUCT.

[macy1234]

Fitbit sent an email to remove my comment but did not provide any advice or offer any replacement for the defective product. LOL. CRUEL.

[Servali]

The same happened to me. Last sync was 18 hours ago and it had 58% power. It's completely dead, no vibration, no green light in the back, nothing. I've tried charging it and the reset and nothing happened. 

[provolone]

how were you able to contact them I can’t seem to find a number 

[macy1234]

via the website. i used chat option

[weljj]

https://community.fitbit.com/t5/Charge-5/How-I-brought-my-charge5-back-from-the-black-screen/m-p/562...

Try that.  It is a more complete way to do a reset.  Also please tell us your firmware version and the name of your clockface

[RiekoC]

Hello @provolone 

Here's the link for Support (<-- click). Complete the prompts until you get to the option to chat or call.

[macy1234]

the agent who handled my case did not ask any of these questions. after 2 troubleshooting instructions, i was told i am not eligible for product replacement