Charge 5 black screen

[Skyrose]

We have a Charge 5 that's only a few months old. This morning it stopped synching. The screen is black. We have tried the reset and it only flashes the Fitbit logo and does nothing else. Not sure what else to do.

[Jamysgirl85]

Mine started this today. I got it for Christmas and I hadn't  had any problems so far. I went running this morning,  charged it while I was in the shower. It was fully charged. I went to work and with in 3 hrs at work, it quit working. I got home did the reset thing, my battery was completely drained. I fully charged it, then it went black again. I had to force restart again and this time I deleted it from my app and re-paired it to my phone. So far it's working, but I'm worried it will quit again. I contacted customer support and they gave me a case number and said to call back if it starts again. I'm seriously disappointed though. 

[ReidB25]

Check if you have an update. If so, hit update on your app then do the 3 button press on the charging cord. Once the logo pops up spam the button. You will feel it vibrate a bunch. Let your fitbit app search for your device until it connects. You should be able to see the update happening on the clockface. It should work. Mine started working with 100% 

[Jamysgirl85]

I don't have any updates. Customer support said their releasing a new update Tuesday that's suppose to fix this issue. If not I will not be buying another fitbit. I had a cheap one from Amazon and never had any problems like.this. It's ridiculous. 

[Eguzman]

 I too have the same issue. Screen went black halfway through the day. I feel it vibrate when trying the 3 pulse reboot, but nothing on screen. Starts to get very hot when i keep on charger trying to reboot and reconnect. Can't re-pair it now because i can't see the code pop up. Only 4 months old

[A_qatar]

Sorry for you, I got main as pre-order it works around 9 months then died!! @Fitbit ask me to remove it from the app but I did not, because with black screen I will not see the code as you say.  I just bought new Huawei band 7. 

No update, nothing.. screen is black, green sensor lights are not working, battery life is from 100% to 7% in 10-20min . Restart doing nothing.  This is the case. @Fitbit 

[mlawnjay]

Me too. Screen went black a few days ago. I feel it vibrate when trying the 3 pulse reboot, shows the logo, then nothing on screen. It initially continued to show battery charging screen, where it was obvious that the battery was draining rapidly when not charging. No updates listed.

[Jamysgirl85]

So here is what I did. I kept it charging all day. Unplugged at nighttime. Did this for 4 days. I did all the trouble shooting stuff more than once. On Sunday night I took it off the charger and it started dropping quickly like it had been. I decided to try one more time, so I completely wiped all my stuff off of it, deleted it from my fitbit account, unpaired from my phone, I signed out of my account and then deleted the app. I then reinstalled the app, signed in, hooked my watch to it, then when everything was paired I changed the screen on my fitbit to a different face. I left it unhooked from the charger all night and when I got up it was at 83%. The first day it did drop some but nowhere near as bad as before. As of right now, it's working like it did before and I really hope it continues. I did talk to fitbit about this supposed update and they told me it's rolling out between the 9th and 16th. I have yet to receive one. I don't know if this will help anyone or not but it's worth a shot. 

[TTomlinson]

Me too! But I don't even get the logo 😞

[mlawnjay]

Fitbit customer service is going to replace it. 

[Zx8]

Hi, I charged my 5 last night. This morning I couldn’t get the screen to come on.  Connected to the charge and it was reading only 5% charge!  I have been having issues since the update a few weeks ago.  When it is charged I have issues getting the face it come on.  No amount of tapping works.  Also it keeps losing time.  
go back to the side buttons, they were so much better!!

[engineermikey]

Unfortunately, this didn't work. I can't sync back the Fitbit since the screen isn't showing the 4 digit code. I have what is now close to a brick, a Charge 5 that only charges to 12% and cannot track my activities since it's no longer paired.

Any help here is very much welcome. I just need my fitbit back.

[Faye1974]

Have tried all the options

But now I have uninstall the charge 5 it won't reinstall as I can't see the 4 digit code 

[AndromedaStone]

Your fix does not work!!!!!

[PEEGER18]

My Fitbit 4 worked yesterday morning also until the new update tried to run. Contacted customer service for help. I tried resetting. Fitbit vibrates can see smiley face but screen goes black. Customer service had me remove the device and tried to add again. No luck. They sent me a coupon for 35 % off a new tracker. I am contacting Better Business Bureau. Their flawed update has caused this issue.

[DavideFitbit]

Hi everyone, I'm sorry to see that you've been experiencing this problem with your Charge 5, but it's good to see that some of you have been able to resolve or that you've received a replacement device. 

If you haven't done so already or if you're new to this thread, please make sure to exhaust all the troubleshooting options listed here below: 

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
5. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

In case you continue to experience the same issue with the display and you already tried all the steps suggested earlier, I do recommend that you continue the communication with the Customer Support team so they can provide you with the next steps. You can click here click here to get connected and chat with us online or give us a call. 

Thanks again for all the information provided so far and for sharing all your feedback. Every case is being evaluated individually and the team continues to work to improve the quality of products and services. 

[engineermikey]

The device was deemed defective and I got a replacement device via
warranty. That's one way to fix it right?

[LizzyFitbit · Accepted solution]

Hello everyone!

Thank you for sharing your experience and troubleshooting. If your Charge 5 display is unresponsive, try restarting it by doing the following: 

• Connect your device to the charging cable.
• Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears. For more information please see How do I restart my Fitbit device?

If the issue persists, please get in touch with our Support team. Hope this helps!

[SunsetRunner]

Not working. Still black screen after restart. Don’t even see the logo. Screen flashes a single white line when tabbed.

[Borivette]

I suggest you contact Fitbit support.  I recently had my Fitbit Charge 5 replaced under warranty for the black screen condition.    Got a replacement that for the last month seemed to work, however, the ECG wasn't working.   Today, the Find my phone feature wouldn't work.  I restarted the watch using the Settings right on the watch.   Now the screen on the new device is black, and restarting with the button on the charger cable makes it vibrate and the Fitbit logo comes on but it goes to black screen.  I contacted Fitbit and they escalated the support call.   It can't be coincidence that so many people have the failing black screen.   So frustrating!    Good luck to you!

[PEEGER18]

Good luck to you as well! I had bought an extended warranty and was able to get my charge 4 replaced with a 5 because the 4 was discontinued. I believe this was done through the update. Way too many people with the same problem and it was always a black screen during or after the update.

Sent from my iPhone