Charge 5 black screen

[cahsezsaywhat]

Hello,

I thought my Charge 5 was dead because of a black screen. Plugged it in to charge, no change. Went to the app- saw it was full battery, synching with data, etc.

Cleaned all connection points. Reset via the button on the charger. I feel vibrations but nothing appearing on screen. Repeated with no success..seems like it’s the screen?

Or is it a glitch because it seems like everyone’s Charge 5 is going out the same week? Could it be an app update caused all of ours to fail? Love my device otherwise, I’ll be disappointed if I’m SOL

[MarreFitbit]

Hi there, @cahsezsaywhat. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. I understand how you must be feeling. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[Gillian_Hol]

No help whatsoever. Strange or suspicious that the black screen has happened to so many people at the same time….what’s changed at your end Fitbit???

[MarreFitbit]

Hi there, @Gillian_Hol. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. I understand where your concern is coming from. 

I've seen you too contacted our Support Team before posting here but your chat got disconnected while they were providing some troubleshooting steps. If you still need help, please feel free to contact our team back for further assistance. Click here to get connected.

In the meantime, you can try restarting your Charge 5 as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[Gillian_Hol]

Thanks for responding but none of the troubleshooting steps have fixed the issue. 
Will be claiming on my warranty as a next step as it doesn’t appear anyone with this issue is able to overcome it.
Very disappointed customer.
Gillian 


Sent from Yahoo Mail for iPhone

[lwhitman]

Have the same issue and none of the fixes work but my warranty is expired so I guess my Fitbit is trash now. I won’t be getting another one. 

[LeeKaren]

I believe I'm in the same boat.  I was on the help desk twice last night for the same reason.  I was disconnected once.  They wanted a video of me trying to reboot my watch but it wouldn't download because it was too large of a file.  Ugh. I'm not tech savvy.  Anyhow, they ended up referring me to someone else and was disconnected again.  Very frustrating.  Not sure if I'm under warranty anymore but  I want to find before I give up on Fitbit for good.

[flanamom]

I contacted support twice within the past hour. First through chat, which strangely  disconnected a few minutes in. Secondly, by phone, and when I told "Josh" I could barely hear him (my volume was all the way up, on speaker) he disconnected me. My Charge 5 screen died today, 91% charge, cannot restart through any of the usual methods (3 pulse, Bluetooth restart, etc.), there's no vibration upon placing the device on or off the charger itself. Please help.