Charge 5 blank screen

[IanBoss]

I know that similar problems have already been reported to the user community but they seem to have met with a series of, unsatisfactory, replies. I have tried to report this problem by telephone to Fitbit but when I phone them, nobody picks up and when I book a call back it does not happen.

So to the problem: the screen on my Charge 5 has gone blank. I have tried to restart the device (by the three pulses, button on the charger and disconnecting from the charger). Occasionally the device vibrates once and the Fitbit logo appears momentarily. But then nothing.

If the device is left connected to the charger then a red circle appears with a superimposed white cross. I imagine somebody at Fitbit could explain this phenomenon and, hopefully fix the problem.

Yours

Ian Bull

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @IanBoss. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 screen is not working properly. I understand your concern and how you must be feeling, I will do my best to help you with this!

If you haven't done so yet, I'd recommend trying the steps below in the order listed:

• From the Today tab, tap the devices icon >  your device > Sync Now.
• If Sync Now doesn’t show an update banner, to tap the devices icon > your device > Gallery. The app should show a popup to install the missing apps and recover the device.
• If the firmware update banner doesn't show, please press and hold the side button for 10 seconds until the Fitbit logo appears on the screen, then release the button. For more information please visit How do I restart my Fitbit device?

[IanBoss]

From my phone I tried tapping the "your device" icon and the phone reported it was attempting to sync: without success!

I don't understand "their device" and how to get to Gallery!

When you reference the "side button" do you mean the button on the charging lead? If so I tried this but nothing happened.

Since disconnecting the device from the charger it occasionally flashes the Fitbit logo, but that is all it does

Sorry if I have not understood your advice

Regards

Ian

[brookslv]

No I don't think you are doing anything wrong.  I am having the same issue as well and nothing works.  

Lisa

[OceanMary]

I’m suddenly having the exact same issue.  Dead screen.  I took the watch off for a little while to swim, and when it picked it up again, the back of the case was hot to the touch (I kept it shaded, so sunlight was not the issue here).  Also, the battery had discharged down to 3%. I let it cool down and put it on the charger, and fully charged it.  When I tapped it, no display.  I pressed the button on the charge wire 3 times as directed, and the logo appeared briefly, then vanished.  I tried this reset multiple times with the same outcome, no display.  However, the Fitbit app on my phone DOES recognize and syncs with the watch.  But no display.  It sounds hinky that a number of us are suddenly experiencing the loss of display on the same day.

---

I followed your instructions, there is no popup in device/gallery for recovery or missing apps, or firmware updates.  It appears that all my apps are still installed, yet I have no display.  I’ve also gone through the restart procedure with the charge wire multiple times.  The Fitbit logo appears momentarily, then vanishes.  I also held the side buttons on the watch, together and individually for 10+ seconds each, no response.  The app shows the device synced as if there is no problem.

[Fujisan54]

I had the same issue and reported it in another thread on this forum. Got some advice which was what I had already tried and then nothing after I said it hadn’t worked. 

[Jp304]

Having same issue also. No solutions/fix yet. 

Now having a red circle with white x displaying on fitbit screen. 

[Sanjee]

I just came to the community because I'm having the same issue!

[Ggfgt]

I am having the same issue.

[jlt131]

Me too! last night it just shut down and stopped working. sometimes it will flash the fitbit logo a couple of times, sometimes i see a little flicker of light, but it won't connect to my phone, it won't show any screen, and the trick with the button on the charge cord does nothing. sounds like fitbit screwed up if there are a whole bunch of people with the same issue on the same day!

[TylerDurden94]

It's quite interesting we are all having this similar experience on a device that has been solidly working for years.  It's almost as if something "external" has caused this. 

[OceanMary]

My Charge 5 continues to sync and show data on the app, despite the black screen on the tracker.  It is still counting steps, monitoring heart rate, etc., and as of this moment, shows 74% battery remaining after 4 days, so I know it’s definitely not a battery issue. I contacted Fitbit directly through Messenger, and they assigned me a case number 2 days ago.  I have heard nothing further.  My husband has the newer Charge 6, and honestly, I like the functions on my Charge 5 better.  If Fitbit won’t admit that there seems to be a connection with all the users suddenly going dark after July 18, I’m tossing this one in the trash and never going near Fitbit products again.  They need to examine their recent firmware updates, and find a way to jumpstart these devices back to life.  I know the screen hasn’t died altogether, because when I did multiple restarts with the charger button, the Fitbit logo displayed on the screen every time before disappearing.  The restart procedure does NOTHING.  >>> MODIFY THE APP TO ALLOW REMOTE RESTARTS.

[TylerDurden94]

Yeah... the only thing obsolete will be my Premium subscription and further fitbit device purchases.  They need to fix this if they want my continued revenue contribution.  It will be interesting to see if they ever contact me about my open case number on file.

[OceanMary]

Yes, just like what Apple does.  I have 3 older IPods, and 2 older IPads that are barely more usable than coasters, because most of the apps no longer run on the outdated versions.  Sad thing is that all the units still work and their batteries are still good.  But they can run little more than basic music and photo functions.  One by one, their installed apps stop working, because the iOS is old.  That’s why I will never own an iPhone- you’ll have to forever chase new hardware.  

[Clairejayne]

I'm also having this issue. Black screen, charges and then battery drains quickly. Won't sync. No flashing green light. Completely useless

[IanBoss]

Well it's been a week since my first communication with this problem and in spite of my reply a week ago (or possibly because of it) I do not feel that "my voice has been heard by the larger Fitbit team". However, it does seem as though this problem is being experienced by other Charge 5 users, who are being similarly ignored.

Just to clarify, my Fitbit app does not have the Gallery icon and so there is no opportunity to install the missing apps. Additionally, my device does not have a side button (perhaps I have an old one).

Looking at other communications it would appear that restart is the universal antidote to all Fitbit problems (the old cycle power approach) but it does not appear to do anything.

It would appear that I, and others, are becoming increasingly frustrated by the silence emanating from Fitbit/Google. If I could make a suggestion then could Fitbit start to operate a proper Technical Support capability instead of throwing all problems into the Community Forum (a sort of "patient heal thyself"). Perhaps a statement from the Company would be useful admitting that the lifetime of their devices is short and they should be treated as throw-away items. Whichever it is, I will not be buying another Fitbit device

Regards

Ian

[Sanjee]

Update from me - i was able to get through to the FitBit team via the online contact me page. I troubleshooted with a rep online and nothing worked so i've been asked to send my pebble back and that i'll be getting a replacement pebble. Hope this helps others

[Katrina8923]

I'm also having the same issue today! My Fitbit was charged, connected and working fine last night but since waking up this morning, I can't get any feedback from the screen. My phone can't find it to connect it again and I have no idea what to do?

[OceanMary]

Update to my original post: about a week or more after the screen on my Charge 5 went black (and I tried every known restart/reset/disconnect/reconnect remedy), the screen suddenly returned, like nothing ever happened.  But then I started having battery problems.  During the time that the screen was black, the device continued to function normally and log health stats despite having no display. I could see everything on the app, including sync and battery functions. The battery remained high with normal discharge during the blackout.  However, once the screen display returned, the battery drain became severe.  Where before, I needed to recharge only once per week, when the screen returned, I was having to recharge the device at least twice DAILY.  Yesterday, the screen blacked out AGAIN, but (from the app) the device continues to log stats.  Battery is showing 90%.  2 weeks ago, I contacted Fitbit Support, and they opened a service ticket.  They offered no explanation, but replied requesting that I HAND WRITE THE TICKET NUMBER ON A PIECE OF PAPER, AND TAKE A PHOTO OF THE DEVICE NEXT TO THE HANDWRITTEN NOTE, ALONG WITH PHOTOS OF THE FITBIT 5 WITH THE ORIGINAL CHARGE WIRE AND WRISTBAND, and email that back to them.  I asked them why they required photos of a handwritten number, but their only reply was to repeat the request.  So, I guess if I want any help from them, I must comply.  I am sure that they are aware of others having the same issues with this device.  I am convinced that it’s a software bug.  A battery dying is one thing, but a device that worked great for 2 years that is in near-perfect condition suddenly goes dark with a full battery that still syncs and logs data isn’t normal.  Then it returns for a week but has battery issues?  Then goes dark for a second time, again still transmitting data and a stable battery?  I don’t believe this whole issue is about the battery.  The software seems scrambled.

[IanBoss]

Sanjee

Thanks for this input. Very useful

Regards

Ian