Charge 5 frozen

[Quit]

Fitbit logo frozen on screen. Won’t reset on charge. iPhone app has only water, exercise, and one more: no heart rate, sleep, steps, distance etc. don’t understand what happened as it worked well before. Frustrated trying to get it back.

[Julia_G]

Hi, @Quit , if you can get it to reset this will almost certainly solve the problem.  Since the screen is stuck on the logo, the only way to make it reset is to put it on the charger and use the button reset.

The button reset must be done very precisely or it does not work.  You need to set the Charge 5 on the charger - make sure it is using a charging plug known to be working - and press the button on charging cord 3 times, pausing briefly between each press.

To get the timing right I find it is helpful to say out loud, while doing the actions, “press, pause, press, pause, press”.  Saying “pause” aloud should give exactly the right interval.  The final interval after the last press is much longer.  Don’t press again, just wait. You should see the screen go black and feel a slight vibration before the logo reappears.  

You may need to try this several times before you get it just right, but hopefully when it does reset it will spring back to life again.  Good luck, and let us know how it goes.  Welcome to the forums!

[rachel.estrin]

I do not have a button on my charging cord, and my screen is blank. What do I do?

[Quit]

Thanks. I’ve tried this numerous times in the past two days and just now multiple times as to your instructions. I get a vibration and screen rolling for second(s). Then the logo again. I’ve deleted the app and reinstalled but the app isn’t the same or what it should look like and my charge 5 does not appear on my iPhones Bluetooth.

[Julia_G]

Hi, @rachel.estrin do you have the charging cable that came with your Charge 5?  It should have a button on the USB end of the cable.  

 

If you bought a third party charging cable it will probably be missing the button.

When the screen is frozen you need the button to reset.  If your screen is not frozen or blank you can use the settings app on your Charge 5 to restart.  On the clock screen swipe down until you come to settings and then swipe up until you come to restart.

The only alternative if you cannot restart any other way is to unplug the Fitbit and allow the battery to die completely and then plug it back in to charge.  The battery may take up to 5 days to die completely.

[Quit]

Done all this several times. Can’t access settings as screen is locked/frozen with logo. No access.

[Julia_G]

@Quit , if you have tried the button restart several times with no luck, then it is time to get in touch with Fitbit Customer Support on Contact.Fitbit.com .

[Mechelle1213]

It does that pretty frequently. The stuff you are seeing on the app is just basics, nothing tracked by the device. I had this happen multiple times leave it on the charger for hours/days and it comes back. It is so bad i went and bought an apple watch. I am chalking it up to lesson learned. All customer service wants to do is replace it again making it my third one since December. The whole point is track on a consistent basis but that doesnt work if every few months i lose days due needing a new one shipped to me. Smh the charge 4 wasn’t any better either so 2 trackers in 2 yrs and i still had to buy an apple watch. Never will wear a fitbit again!

[Mechelle1213]

Actually in this instance the reset button wont fix it. Leaving it on the charger for hours/days is what does it. Fitbit is terrible now!