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Charge 5 blank screen

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‎03-08-2023 04:42 - last edited on ‎03-09-2023 04:47 by Fitbit Moderator

‎03-08-2023 04:42 - last edited on ‎03-09-2023 04:47 by Fitbit Moderator

Hi all,

I was tracking my swim session yesterday morning, but after my session it appeared that my Charge 5 went off sometime during the session. This had happened early as well, but after charging the device, it always came back alife. Unfortunately, this time not and the screen remains black/off. The weird thing is that the green tracking lights on the back still burn, and after synchronising with my phone, it appeared that it's still tracking my steps and heart rate etc.

 

I am not able to restart or reset the device as the screen is not working. I also tried to change the clock page via my phone. After installing another clock type, the device vibrated, but the screen remains black. Has anyone experience with this or knows a solution?

 

Thanks! Laura

 

Moderator Edit: Clarified subject

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‎03-08-2023 04:59

‎03-08-2023 04:59

Welcome back to the Fitbit community, @LauraSelina!

Sad to hear that you're having issues with your Charge 5. Please try restarting your device performing these steps:

 

1.) Connect your Charge 5 to the charging cable which has to be connected to a power source.

2.) Press the button located on the USB plug of the charger 3 times within 8 seconds, holding each press for about 1 second(!).

3.) Wait 10 seconds or until the Fitbit logo appears.

 

If this doesn't work for you I'd suggest contacting Fitbit support to get further assistance:

 

Fitbit Support Contact 

Stefan
Charge, Charge HR, Blaze, Versa, Versa 2, Charge 5, Charge 6, Versa 4, Aria, Aria 2, Pixel 4a, Pixel 7
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‎03-08-2023 08:27

‎03-08-2023 08:27

@LauraSelina  A number of us experienced non-responsive screen, especially after updating our Charge 5 to the latest firmware. If your Charge 5 is still under warranty, I suggest that you contact Fitbit support. They will walk you through a series of troubleshooting procedures - the same ones you've already done. Once they confirm that none of the procedures returns your device back to normal operation and that it's still under warranty, they should send you an offer to replace your tracker/pebble or a discount on a different device. If your Fitbit is out of warranty, I've seen posts that mention the person received a lesser discount to replace their Charge 5. Note: the discount is on the full price even if the device is on sale in the Fitbit store. 

 

So far, my replacement Charge 5 is working fine, even after updating to the current firmware.  

Rieko | N California USA MBG PE

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