Charge 5 - black screen

[Jsy_87]

My Fitbit screen went black, but the green flashing light on the underside stayed on. I sync’s my fit bit and the states updates on the app but the screen remained black. I force reset using the charger button, which rebooted it and the screen came back on, but about 10min later I had a notification my Fitbit battery was critically low, but it had been on about 80% charge beforehand. I charged my Fitbit and it seemed fine, but has since turned it’s self off. I cannot get it to stay on regardless of battery or forced reset. 

[DavideFitbit]

Hi, welcome to the Community Forums, @Jsy_87. 

I appreciate all the information provided about this issue with your Charge 5. 

There are a few general recommendations that have been useful for other users experiencing issues with the display. If you haven't done so already, please try the following combination of steps, or let me know if you already tried them: 

1. Complete the 3 pulse restart procedure using the charging cable. 
2. Follow these steps in case you're having trouble to charge your device. 
3. Please 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 > Tile 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. 

[Jsy_87]

I have tried this, but there battery is still draining incredibly fast. I charged it to over 30% and within 10min it was down to 18%

[RiekoC]

@Jsy_87 

I suggest that you contact Fitbit support. They will walk you through a series of troubleshooting procedures. Once they confirm that none of the procedures returns your device to normal operation and if it's still under warranty, they should send you an offer to replace the tracker/pebble or a discount on a different Fitbit. If your Charge 5 is no longer under warranty, from what I've read they should send you a discount to replace your device. Note: the discount is on the full price even if the device is on sale in the Fitbit store. 

This is what I had to do when the screen on my 6 month old Charge 5 became non-responsive shortly after I updated the firmware. So far, my replacement is working fine even after updating the firmware. 

[DavideFitbit]

@Jsy_87 Thank you for your reply and for confirming that you already tried the steps suggested. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

Have a good day.