Charge 5 blank screen but still working

[HellPapuff]

My charge 5 screen stopped working, i can still synchronize with my phone, it still monitoring but i don't have access to the watch app itself

I tried resetting by pressing 3 time on the button of the charger and i feel the watch buzzing telling me it has reset but still nothing on the screen

I also tried changing the clock face and again i get the vibration telling me its done but still nothing on screen

I read around the forums and that seems to be the usual two fix so i don't know what to do now, its still monitor my heartbeat so its not totally unusable but lot less useful never the less

Any other suggestion about this one?? seems like a common occurrence...

[hollykim65]

Having same problem 

[SunsetRunner]

Yup, same here.

This is my replacement one under warranty too!

Lasted about 3 months. Time to chuck it in the recycle bin and find something reliable.

[AndreaFitbit]

Welcome to the Fitbit Community, @HellPapuff, @hollykim65, thanks for getting back to us @SunsetRunner. I'm sorry to hear about your Charge 5 black screen and thank you for mentioning that you already restarted your device and changed the clock face. 

Please sync your tracker in the Fitbit app by tapping their profile picture > Charge 5 > Sync Now.

If Sync Now doesn’t work, tap your profile picture > Charge 5 > Tile to see if the firmware banner appears.

I noticed that you already got in touch with our team and are receiving assistance @SunsetRunner.

See you around. 

[McSpenceR]

Hi, my Charge 5 is exactly like what was described here. All the functions seems working properly through the Fitbit App, but the screen remains black. Have tried all the methods to reset, none of them was working.  Can feel the vibration when resetting the device using the charging cable, or updating through the Fitbit App, the lights on the back also blink normally. Kindly advise how to turn on the screen.

Thanks.

[AndreaFitbit]

Welcome to the Fitbit Community, @McSpenceR. I'm sorry to hear that your Charge 5 screen is black and thank you for mentioning the steps you have followed in order to correct this. 

Please try changing your device clock face by following the instructions of: How do I change the clock face on my Fitbit device?

Let me know how it goes.

[McSpenceR]

Thanks for the reply. Have tested changing the clock face for several times, can see the installment occuring in the Fitbit App, and feel the vibration after completion. Too bad I was trying to reconect the device with my phone, now I cannot see the 4 digit verification code although I can feel the vibration...It is basically dead to me now.

[hollykim65]

All is working. Was able to get it charged and no problems now.

Sent from my iPhone

[AndreaFitbit]

Thanks for getting back to us and for letting me know the steps you have followed @McSpenceR.

I understand how frustrating this could be and I went ahead and created a case on your behalf and a customer support representative will contact you soon.

@hollykim65, I'm glad to hear that all is working now.

See you around. 

[HellPapuff]

I did the sync like you asked but it was already syncing fine before

I checked the version and I'm on 20001.188.58 it should be up to date, i updated it last week

I tried changing the face clock again several time and still nothing

The green light is flashing beneath, its only the screen who doesn't work

[AndreaFitbit]

Thanks for getting back to us and for letting me know about the steps you have followed in order to get your Charge 5 screen working again @HellPapuff.

Does your tracker show a smiley face or the Fitbit logo or that doesn´t appear?

I´ll be waiting for your response. 

[HellPapuff]

you clearly miss read what i told you nothing changed, the screen is still not working

[SunsetRunner]

No. It's completely dead now. It won't charge or sync with the app. Can't access it at all to try anything else.Sent from my Super Samsung S20+ 5G

[AndreaFitbit]

Thanks for getting back to us and for the clarification @HellPapuff. 

I understand how frustrating this could be and I went ahead and created a case on your behalf and a customer support representative will contact you soon.

Thank you for your comments @SunsetRunner. Since you already got assistance from our team I would suggest contacting them back if you have more questions about your case.

See you around. 

[McSpenceR]

Please advice on how I can return the charge 5 device and request the replacement since it is still under warranty. Thank you

[AndreaFitbit · Accepted solution]

Thanks for getting back to us and for your request @McSpenceR. 

Please check your email and a customer support representative will contact you.

Have a nice day.

[Seaner01]

I'm having the same problem as everyone else. Charge 5 seems to be functioning (counting steps, measuring heartbeat, monitoring sleep, Vibrates when I get a notification from my phone, etc.) Just no display. This happened right after I got an update to my Charge 5. I've gone through all the suggested fixes (change clock face, push button 3 times, etc.) both by myself and with customer service on the phone, no luck. I was told I'd get additional help by email, but that consisted of a email offering a discount on a new one since my current one is 13 months old. No sure I WANT another one since this one died so quickly. I there anyway to restore the charge 5 to it's pre-upgrade state?

[Loosing007]

I’m having trouble with my Fitbit.  I have no screen but it is monitoring.   I restarted it.    Can u make a file for me?

[AndreaFitbit]

Welcome to the Fitbit Community, @Seaner01, @Loosing007. I´m sorry to hear about your Charge 5 screen and thank you for mentioning the troubleshooting steps to resolve this situation.

@Seaner01, thank you for mentioning your interaction with our team. If you have more questions about your case, please contact them back. There's no way to go to the pre update state with your tracker.

@Loosing007, thank you for mentioning that you have already restarted your Charge 5. Could you please confirm that you forced the sync on the app, checked for updates and changed the clock face?

I'll be waiting for your response.  

[McSpenceR]

Hi Andrea, thank you very much for the help. I have received the replacement device and started to use it. Now it works properly and I am hesitating to upgrade the firmware to 1.188.58 version. Maybe I should wait for the next one.