Charge 5 black screen

[Vewes]

Black screen, do not charge, lost conection. Tried to do the 3sek restart but nothing happening.

What to do?! So disapointed!

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @Vewes. 

Thank you for the information provided about this inconvenience with your Charge 5. 

If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please follow these steps in case you're having trouble to charge your device. 
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears and complete any available update. 
4. 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. 

[Vewes]

I have finally made it start, but the battery only lasts for about 2 hours
now..
Tried to change light strenght, clock, and so on but it doesnt make any
differens.

Before it went all dead it lasted for a week.
What shall i do?

[Maria1308]

Hi,

My husband had the same problem and I turned off GPS and made sure the light was going off. That appeared to work!

You have to make sure as little as possible is turned on all of the time and that will then solve the problem

The other thing we had to do was buy a new charging cable as his Fitbit was not charging completely, now we do not appear to have any problems!

Maria Skye

[Sindiehp]

I tried all of this.  I just replaced my Charge 5 in June because my old one started doing this and would not hold a charge.  The new one did the same thing yesterday.   I put it on the charger and then the face said that the charge was really low.  I left it on the charger all night and it looked like it had an 87% charge 9 hours later (wow so slow) but when I took it off the charger the face went black again and was unresponsive.  I put it back on the charger do to the 3 pulse restart procedure and then it said it’s battery was critically low again (1%).   Ugh.   It’s been on the charger for 2 hours and it’s still at 1%.  It seems unlikely it’s a software or firmware problem… but perhaps.  Suggestions?

[DavideFitbit]

Hi everyone, thanks for confirming that you're having the same problem with the Charge 5 and that you already tried all the troubleshooting steps suggested. 

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem with the display not responding, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

[Maria1308]

Hi,

When I had this happen and spoke to someone they told me to change the clock!! Sounds silly but it worked. I changed the clock on my iPad as that is what it syncs with the. Plugged it is to change and tried to sync them both and then it worked!

Maria Skye