Charge 5 charges and syncs but screen is black

[Pilou.l.h]

I have had my Charge 5 for around 6 months and this morning I tried turning it on. But the screen stayed black, and I went to charge it just in case it had no battery. I was able to sync it and it charge but still won’t turn on. Nothing I have tried helped.

[SomeRandomGuy12]

Same thing here just started a couple days ago out of the blue. I tried all the troubleshooting steps I saw on the forum and live chatted with support who had me do the same this again. None of it worked. Support said there was nothing left to do and since it was 15 months old, said I was on the hook to replace it (though they did give a modest coupon code). 

I've kept wearing it while I wait for the replacement, since it seemed to track steps still. Then, just as suddenly as the issue started, it resolved about two days later. Now it seems to be working again. So, now I've paid for a replacement that's on the way, but the original is at least temporarily working. Not sure how I'll handle this

[Talahthas]

Welcome to the Fitbit community, @Pilou.l.h!

Sad to hear you're having issues with your Charge 5. As a first attempt to get things fixed I'd suggest restarting it. Before doing so you should make sure you've synced your device to not lose any data tracked so far. Next please closely follow these instructions as timing is crucial for this procedure:

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 flat end of the charging cable 3 times within 8 seconds(!), holding each press for about 1 second(!).
3.) Wait around 10 seconds until the Fitbit logo appears on your device's display.

If that didn't work on first attempt, please give it another try. I'll keep my fingers crossed.

[BGZ58]

Same.

Charges but then looses battery life quickly.

Screen is black but still records heart rate and steps. I installed software update after screen went black. I try to reset but cant tell if it is resetting b/c screen is black.

They agreed to send replacement but since it is on back order wont be available until Aug 4, 2023. 

[RiekoC]

Hi @Pilou.l.h 

When I had this same issue, Fitbit support had me try changing the clock face as another troubleshooting step. Sometimes changing the clock face can get the Fitbit "unstuck". Although it didn't work for me, I have read user posts where it worked for them. Also, I read that it could take several attempts at changing the clock face and/or restarting your Charge 5. If these steps are successful, you can change the clock face back to the one you prefer. Click here if you would like instructions on: How to change Charge 5 clock face 

If these troubleshooting steps don't work, I suggest you contact Fitbit support especially since your Charge 5 should still be under warranty. When Fitbit support confirmed that the troubleshooting steps did not return my Charge 5 back to normal operation and that it was still under warranty, they sent me an offer to select replacing the tracker/pebble or use a provided discount on a different device. Note: I confirmed with them that the discount is on the full price even if the device is on sale in the Fitbit store. I choose to replace the tracker and so far it's been working fine.

Click here for: Fitbit support 

[mik6]

it didn't work for me 😑

[AndreaFitbit]

Welcome to the Fitbit Community. @Pilou.l.h, @SomeRandomGuy12, @mik6. Thanks for getting back to us and for your assistance @Talahthas, @BGZ58, @RiekoC. We're sorry to hear that your Charge 5 screen is black.

@Pilou.l.h, thank you for mentioning the steps you have followed in order to correct this. Could you please confirm that you have restarted your tracker? 

@SomeRandomGuy12, thank you for sharing your experience.

@mik6, I noticed that you already got in touch with our team. Please contact them back if you need further assistance. 

[chernegirl]

Same problem on my 8 month old watch. Started when firmware upgrade was pushed last week.  Watch still works, the app still tracks, but watch screen stays black. Reset the watch numerous times per other posts, selected another clock several times per other posts.  Two days later the screen magically returns, but then goes black again later in the day.  While the screen is black, the watch still vibrates with notifications.  Chatted with support who had me do the same steps again to no avail.  Now awaiting warranty contact but this looks suspiciously like a software and quality control issue. Wish they could push another update to fix rather than having to work with a warranty replacement.

[Pilou.l.h]

I have tried to restart my Fitbit but it didn’t work. I tried a few time around 1 min apart, nothing helped. I have also tried switching clock faces because I read it might help. Sadly it didn’t help. I will try to wait and see if it will resolve its self. But otherwise I am currently not in my home country, so once I get back to my house. I think I will try to replace, if my Fitbit still has a problem. 

[heidi.byron]

Hi Talahthas, I completed steps 1-3. But now the fitbit logo is on my screen and that's the only thing it shows. it's not responding to anything, and not syncing, just displaying the logo 😞 

[AndreaFitbit]

Welcome to the Fitbit Community, @chernegirl, @heidi.byron and thanks for getting back to us @heidi.byron. 

I really appreciate your feedback @chernegirl. 

@Pilou.l.h, Please contact our Support Team in order to get assistance when you get home. 

@heidi.byron, thank you for following advised troubleshooting steps. Please try setting up your tracker again. 

[heidi.byron]

Hi,

I tried a few times to set up my Fitbit again with no success. The screen
is still just showing the logo. (Everything phone/and Fitbit app is up to
date).


--

Respectfully,
Heidi Byron

*Semper Fidelis *

[AndreaFitbit]

Thanks for getting back to us and for following advised troubleshooting steps @heidi.byron. Thank you for letting us know that your phone and Fitbit app are up to date.

Please confirm that you have followed the steps of help article: Why can't I set up my Fitbit device?

[SomeRandomGuy12]

Since my last post, my Charge 5 has become unresponsive twice - once while changing the clock face and once just randomly. In both cases it rebooted on its own as soon as I connected it to its charger (did NOT have to push the button). I'm going to try moving over to the replacement I bought and hope I get better reliability with it. 

[AndreaFitbit]

Thanks for getting back to us and for your comments @SomeRandomGuy12. 

I hope that it goes well with your replacement Charge 5.

Have a nice day. 

[SweeTea]

I am also having the same problem. Started about the 29th of July. I have not updated to the new firmware but my battery dies within hours and the screen sometimes will not come on even if it's on the charger.

I have done the three button push and the Fitbit sign comes up on the screen, it continues to charge, but nothing else will come up on the screen. When we tried it yesterday, and vibrated a whole bunch of times which I assume is a hard restart, but I can't get it to do that again now.

Of course my warranty expired end of April. I can't afford to spend $130 ish dollars a year on a new device. Been using Fitbit since 2011. I don't want to switch. Help?

[SweeTea]

I have also tried to change the clock face, that was mentioned several times in other forum posts.

[AndreaFitbit]

Thanks for getting back to us and for mentioning the troubleshooting steps you have followed in order to correct your Charge 5 screen @SweeTea. 

I understand how frustrating this could be and went ahead and created a case on your behalf.

You can check your email. 

[SweeTea]

Thank you! I did just uninstall and reinstalled the app. No change on
pebble screen. It did charge back to 100% and is holding that as of now.
Improvement. 🥴

[AndreaFitbit]

Thanks for getting back to us and for your feedback @SweeTea.

I'd suggest waiting for our support contact and their assistance.

We look forward to get you back on track.