Charge 5 freezes and shows five dots on display

[Blackrat]

I have had issues recently with my device (Charge 5) freezing

the display shows five dots and no tapping or swiping will clear it

it seems to still record data but I have to charge it and reset it via the button on the usb plug to get the screens back

anyone else had this at all ?

-----------

Just found numerous other people with same issues

seems customer support will be getting I call soon

it has only happened since I recently updated the device 

Moderator edit: subject updated for clarity

[FItbitRunner868]

I have same issues and scrolling left or right will create a double image and freeze up on me. Just had a firmware update but didn't fix any issues.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Blackrat @FItbitRunner868. 

Thank you for sharing that you've been experiencing this inconvenience with the Charge 5. 

Before considering other options, make sure that you've tried the restart procedure using the three pulse restart method described here below

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

This has been useful for other users experiencing something similar. If you already tried this procedure mentioned earlier and you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this, or that you continue the communication with them if you already have a case created. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

I'll be around.

[Blackrat]

As I said I had to reset it by using the button on the charge lead

contacted the help desk and they told me to do that !!

after I said I had done that they said do a reset from the device settings screen

i have done that and it still freezes but not every time I use it

i have found that it is possibly the sleeve of my jacket manipulating the screen as I run/cycle

is the sensitivity of the screen possibly an issue and if so can this be altered ?

[FItbitRunner868]

Support just goes through everything I've already did. It's just time to send it back and get a different brand. Too many problems with Fitbit.

[DavideFitbit]

@Blackrat @FItbitRunner868 Thank you for your replies and confirming that you already tried all the restart procedures. Unfortunately it's not possible to adjust the sensitivity of the display. 

If you continue to experience the same behavior, I recommend that you continue the communication with the Support team and that you let them know if the steps that you already tried, so they can provide you with further instructions. They will usually provide the basic steps to make sure that all troubleshooting has been exhausted. 

Have a good day. 

[HoustonBob]

Mine misbehaves when I work outside in the yard. I wear long-sleeve sunshirts and the action of the sleeve seems to confuse it.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @HoustonBob. 

Thank you for sharing that you've also been having a few issues with your Charge 5. 

Could you please provide a few more details about the problem you mentioned earlier? Let me know that you're seeing on the display. 

I'll be around.  

[HoustonBob]

For the freeze, the display showed a row of small dots at the top with the center one green. Reset on the charger solved the issue.

In general, when I work outdoors my long-sleeve sunshirt and work gloves tend to activate various screens, such as payment setup or exercise routines. I have tried pushing it higher on my arm and that helps but it is hard to maintain. Only one time has the display frozen.

My basic solution these days is to wear the Charge 5 while working in the yard but basically ignore it. I just want to track my activity. If I want to check the time, I head back to the garage and the wall clock there.


Sent from Mail<> for Windows

[Vinman628]

Plug charger in and press button on charger wire 3 times and phone will reset.

[DavideFitbit]

@HoustonBob Thank you for sharing all this information. 

Unfortunately there is no option to lock and unlock the screen during certain activities that can cause unwanted interaction with the display. In this case, I recommend that you vote for this idea posted in the Feature Suggestion board of the Community, since this section is regularly monitored by the team of developers: Lock screen/buttons during exercise for all Fitbit devices.

Thanks again for all the information provided. The team continues to work to improve the Fitbit experience and your feedback is an important part of that process. 

[AndreaFitbit · Accepted solution]

Thank you for sharing your experience and troubleshooting. If you are having issues with your Charge 5 display, let’s try the following steps: 

• Confirm your Charge 5 has the latest firmware version. For more information please visit How do I update my Fitbit device? and What's changed in the latest Fitbit device update?
• Let’s try a 3 press restart with your charging cable. For more information please see How do I restart my Fitbit device?

[daveo555]

I don't know if this is the ideal solution, but you could put it in "Water Lock" mode when you're working outdoors.  I use that mode when I'm surfing and it prevents it from constantly getting into various weird modes.  Unlike Sleep Mode, In Water Lock mode you can still view the current time by rotating your wrist towards you, as usual.  However, the touch screen is basically locked.  You can unlock it by double tapping with more force than usual, then tapping again on the lock icon when it prompts you to unlock.

[Alijbruce61]

Thanks very much. Sounds helpful!

Sent from my iPhone

[AndreaFitbit]

Thanks for  getting back to us and for sharing your idea @daveo555. 

We're constantly striving to improve Fitbit products and services, and we appreciate all of the input we receive from our customers. The best place to make your voice heard is the Feature Suggestion board. If a similar suggestion has already been made by another member of the community, you can vote for their suggestion and add your comments. 

Thank you for your comment @Alijbruce61. 

Thanks for your feedback and for participating in our community!

[MartinOConnor]

Hi all

it took a number of times of doing the suggested. But it worked in the end. So my suggestion is do as others suggest. 
if it doesn’t work first try again. If it doesn’t work then try again. And again. And again. It will get there in the end. 

Thanks all

Martin