Charge 5 blank screen

[Gwendolyn33]

My charge 5 screen has gone black suddenly. I have tried to restart by plugging in to charge & pressing the button the charger 3 times. I have also plugged & unplugged 8 times & waited. Sometimes the fitbit logo comes up with a red light at the back, but that's about it. Does this mean it's time for a new one?

Thank you 

Moderator Edit: Clarified subject

[FatimaFitbit]

Hi everyone!

Thank you @Stephen1965 and @Kilngod for your answers. I checked with support and it seems like you already have cases created. My best advice is to keep an open communication with them so they can provide you with more details about your situations. 

@Debbieb44 A warm welcome to the Fitbit Community! Thanks for your efforts. Can you share with us a screenshot of the issue with the clock faces? I suggest you check if you can update the Fitbit app too. 

[gavin76]

@FatimaFitbit
What would you suggest I should do in my circumstances?
Regards,
gavin1976

Sent from Outlook for iOS<>

[gavin76]

Hi Fatimafitbit

what do you suggest I do regarding my Fitbit? I have tried all ways to reset - button on lead and connecting three times etc. 

regards 

gavin76

[DianaD64]

Same issues.  Very frustrating.  I think it’s the firmware update Fitbit did.  Way too many people having the same issues.  I’ve been a Fitbit user since the Charge 2.  Guess I’m switching to Garmin🤷‍:female_sign:good luck, hope you’re able to resolve your issue.

[DianaD64]

Those things do NOT work; I spent several hours yesterday, exploring this page &resolutions.  It came back BRIEFLY last night.  But then overnight, the charge went from 96% to 5 %.  When is Fitbit going to take responsibility & admit the firmware update has caused this?  

[FatimaFitbit]

Hi there! A warm welcome to the Fitbit Community @gavin76 and @DianaD64! 

Thank you so much for informing us about the situations you're having with your trackers and your efforts.

@gavin76 I suggest you as a last step to give it a try changing the clock face.

@DianaD64 I am sorry to hear that now the battery is draining way too fast, I can totally understand your frustration. Have you already tried to follow these troubleshooting steps: Can I extend my Fitbit device's battery life? 

[gavin76]

Unable to change clock face as unable to connect/sync with app and Fitbit. 
Please advise further? 

Send Fitbit for further investigation? 

regards 

gavin76

[FatimaFitbit]

Hi @gavin76! Thank you so much for your answer and for your efforts trying to solve this situation.

Since you have tried the steps and your Charge 5 still doesn't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here.

This form is for you only, so let me know when you have completed it.

[gavin76]

Hello.

I have completed and submitted the form you sent to me and look forward to hearing back from FitBit. 

Regards,

Gavin Shepherd 

[FatimaFitbit]

Hello @gavin76!

Thank you so much for contacting Support. Please check your E-Mail inbox including spam and the junk folder. You'll get an E-Mail soon.

Keep working with Support. They'll take care of you.

[Kilngod]

I’m really unhappy about this situation.
I haven’t heard anything from the Fitbit people.
Am increasingly convinced they are responsible for these problems via their own software. Compensation? Refunds?
Sent from my iPhone

[MariaATL]

I have the same problem starting this morning. The screen is black, the sync option on the ap is not available, and I just tried changing the clock face and got the message 'unable to install.' 

[gavin76]

Surely Fitbit need to do something as so many similar issues with so many people  

[DanceDance]

Fitbit doesn't care. Thousands of people have been affected, hundreds have complained, and absolutely nothing has changed. I've never had such bad service in my life. Amazing that this kind of behavior is even legal.

[FatShetland]

I have exactly the same problem. Comments like suggesting to change the clock face are made in vein as the device won't turn on long enough to sync with the app. I've tried all the hacks suggested too and it has made no difference. Have you had any luck?

[hsrikond]

I have the same issue. Tried all the different troubleshooting steps mentioned in the forums (rebooting by pressing the button on charging cable 3 times, disconnected and connected the charger 3 times, tried to change clock face through the app but it fails to install). It's been a year and a half since I bought this device, so out of warranty. But asking me to buy a new device for no mistake from my side doesn't make sense. Please advise.

[gavin76]

Hi 

I still haven’t heard back from Fitbit 😡😡😡😡

[gavin76]

Hi 

I still haven’t heard back from Fitbit yet 😡😡😡

[gavin76]

I hope so. 
thank you. 

[cristinasaravia]

Hi Fatima I have the same problem. I tried resetting many times, changing faces and nothing is working.

i was able to sync but still black screen.

please let me know what else I can try

thanks