Charge 5 blank screen and it won't sync

[Otisan]

Like everyone else, mine suddenly died. My firmware is 57.20001.188.58

My Charge 5 was working like normal and fully charged as of this morning. I just finished my workout and ended the exercise. Half and hour later it's blank screen and the fitbit app is not able to locate my device anymore. I didn't do anything out of the ordinary and it just died. Tried the reset procedure but does not work - it doesn't turn on.

Is it dead? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Otisan. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. 

To better assist you, please make sure you've restarted your Fitbit device 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.

If the above doesn't work, please let me know if your Charge 5 vibrated during the restart process. 

[Otisan]

Hello, 

I couldn't restart because my device's screen is blank, i.e. there's no interface... 

[MarreFitbit]

@Otisan Please note you can restart your Charge 5 even if the screen is blank. To do so, please follow the instructions shared in the link I provided in my post above. 

[Otisan]

Hi @MarreFitbit, I did try the cable approach but it didn't respond.

However, I left the device on its own overnight and this morning I attached it to the charger and it vibrates and shows 2% battery. Currently it's charging.

Why does this happen tho, and the battery is so low? It was full when it "died" and after that I left it on the charger the whole day and unplugged it before I went to bed last night (after trying to restart). 

[stephanderson]

This same thing happened to me today! My Fitbit Charge 5 is suddenly unresponsive with a black screen after the App prompted a “Charge 5 Update Available”. The device had 42% battery, was syncing fine all day, but since receiving the Update notification, the device now won’t turn on or connect to Bluetooth. I tried restarting via the charging cable button and it’s still unresponsive. Fitbit Customer Support sent a link with further troubleshooting and still no luck.

[Veritee]

Same here. Had a charge 4 before for a few years. No issue like this. But the mounting for the strap broke and I couldn’t wear it 

So bought the charge 5 February this year. I’ve had to reset it 3 times.

Then the screen went blank. Did the while troubleshooting thing with them on chat. Nothing worked 

I have just filled out a form to get a free replacement

But they also offered me to upgrade for 50%

I’m wondering if I did the right thing to accept a replacement? As so many have had issues with the charge 5

[Veritee]

If you have the original charger there is a button on the USB plug

To reset you press it three times with a second in between.

It worked for me once. But not now. Chat or phone Fitbit. As it’s a known fault. And they are sending me a replacement 

[Otisan]

Just curious - when doing the cable reset step, is the usb-end with the button need to be connected to power, or not necessary? 

[tarenth]

I’m in the same boat. Was working fine this morning, battery was at 24%. Plugged it in to charge and screen went black. Tried reconnecting multiple times, a few times it briefly showed the logo and vibrated, then showed battery dropped to 1% and wasn’t charging. No longer responsive and doesn’t vibrate when I plug into charger. Have tried to restart multiple times with the 3 bottom press but nonresponsive. Called customer service and they said nothing else they could recommend. Of course was out of warranty so gave me a 35% discount to buy a new one. Given this appears to be a common issue, Fitbit should stand behind its product and replace it. I’ve been a Fitbit user since 2012, bought more trackers than I care to admit, and this seems to be their M.O. every time a firmware issue. May be time to explore other brands

[Jabir]

I tried restarting with cable multiple times, but my device still has a black screen.

[MagisAer]

I have the same problem, started two days ago when my Charge 5 went flat without notice despite having been around 35pc earlier that afternoon. 

Now, I charge it to 100 and it immediately falls to flat after removing from the cable. 

I have successfully changed the clock face while it has been charging, but that has not fixed the fact that it still goes instantly flat. 

[Veritee]

If you have the original charger there is a button on the usb plug. To reset without a screen display you push this button three times with a second in between.

if your Fitbit isn’t dead it will vibrate when you press this button.

It worked once with mine but doesn’t work anymore.

so I contacted customer support through the app and they are sending a replacement 

[MagisAer]

Thanks. I have done that and it restarts with a vibration (but unfortunately without fixing the battery issue).

Glad you're getting a replacement. Have been a loyal customer for a long time myself but this is extremely disappointing.

[MagisAer]

Update that it now appears completely bricked. Vibrates on restart, but screen is blank and doesn't appear to be charging anymore either even though connected to the cable. 

Please Fitbit can I have an effective fix or full replacement. If not I'll be moving to another brand. 

[Veritee]

Hi You have to contact customer support through the app to get a replacement. Not here, they won't read it.
You get the option to talk to them in a chat or a call. I used the chat option.
They agreed the same day to a direct replacement or 50% off a different upgraded model.
Good luck.

[MagisAer]

Great. Appreciate the suggestion. 

[Jabir]

Thank you, in touch with customer service Team.

[Mallyg1]

Yes. This is my 2nd charge 5 and the 1st went to blank screen after 10 months. This one is the same after 10months. However this seems to work as I can see steps, and heart rate on phone plus sleep but it needs charging all the time. It was ok before the recent update

[Otisan]

Mine stopped working again today (2 days after I opened this topic). Went to workout (firdt workout since it died the first time) started the exercise on the device, 1 hour later tried to stop the exercise but the screen is blank. Tried restarting using the cable but doesn't work.