Charge 5 black screen

[Anne-Wies]

My Charge 5 is suddenly black. Battery had 33%. All done what was mentioned in the help center. Anyone knows what to do?

Moderator edit: clarified subject.

[KatherineNY]

If you have done all the troubleshoot you can and it's still within the one year warranty, reach out to customer service.  They will run the troubleshoot again with you and you could be eligible for a replacement.

[ManuFitbit · Accepted solution]

Welcome to the forums @Anne-Wies. 

Thank you for providing the information about this difficulty with the Charge 5. This is not the experience that we want for our customers. 

Please, try to follow the steps listed here below:

1. Sync the device in the Fitbit app.

• From the Today tab in the Fitbit app, tap Devices.
• Chooose the Sense 2.
• Tap Sync Now.

2. Check for available Firmware updates.

• With the Fitbit device nearby, open the Fitbit app (make sure the Fitbit device is charged).
• Tap the Today Tab > Devices > your device.
• Tap Update (This option only appears if an update is available)

Follow the on-screen instructions: Keep the Fitbit device close to your phone during the update. When the update starts, a progress bar appears on the device and in the Fitbit app until the update is complete.

3. Charge the 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).

If these steps don't work:

4. Restart the device: Keep in mind that your data won't be deleted: How do I restart my Fitbit device?

5. Changing the clock face via the Fitbit app can sometimes resolve a black screen issue:

• Open the Fitbit app.
• Choose Device Settings.
• Navigate to the clock face options and try selecting a different clock face.

Thanks for your help @KatherineNY 

[FrancescoTamb]

Same problem here. Since yesterday black screen with no chance to give it back to life. Vibration works and it syncs with the app but the screen is totally black. 

I have tried all the steps above but with no luck. Any suggestions?

Thanks  

[Anne-Wies]

Sync did not work. The screen stays black. No way to connect with my phone. I can send my charge 5 back now. Thank you all for your suggestions

[dcassisi]

Water damage. Fibit charge 5  is a great prodouct for the money but it is not waterpoof as advertised.  I needed 2 of those guys to realize....

I never take a shower with my 3rd fitbit and now has more than one year alive. Any way is always vulnerable.

Just remove the screen and you will find out the problem with water damage in the screen conector. you could try cleaning and glue it again,  it but usualy the screen becomes damaged.

It is a fitibit design problem. Google received this problem but didnt took responsibility ony silence o basic recipes for a known problem