Charge 5 is frozen with a black screen

[normmm]

My Charge 5 is frozen with a black screen.

Attempting the hard reset via the charging cable did not work.  After initiating the reset (3 pushes of the cable button) the Fitbit Logo did appear momentarily as expected.  But that was it... the screen reverted to black and nothing happened after that.  i.e. the reboot didn't happen.  Nothing happened.  The screen remained black.

I don't know of anything else to try.

Moderator edit: subject updated for clarity

[ChrissyNemetz]

Oh my goodness! I hope someone has a solution for you. 

[MillieSwan]

Happened to me too! I don’t know what else to do to try and fix it 

[Kalexa]

This also happened to me - were you able to resolve this?

[normmm]

Well...  I have it working again.  But I cannot, for sure, say how I did it...   

These are some of the things I did...

1.  On my laptop I deleted and re-paired the Charge5 to the recognized Bluetooth devices.  At least I knew that part of it was working, even though the screen remained black.

2.  On my tablet I noticed that Fitbit APP was saying that the Charge5 was ready for an update.  I tried it and the usual small white FITBIT logo and thin progress bar appeared.  So at least the tablet app was communicating with the Charge5.  But anyway, the bottom line is that after the update completed colour and the usual screens returned to my Charge5.  It is working again!

I'm guessing that my partial factory reset worked to the point where it took my Charge5 back to an old firmware version.  And that the APP recognized that it was now ready for an update.  And then the updated somehow took it out of the frozen black screen.

So my delete/add to my laptop Bluetooth devices probably didn't do anything except to tell me that the Charge5 wasn't completely toast.

[TinyAnd]

If someone finds a fix please let me know.

[TaffyC]

I had the same problem. I used all the steps you did and it worked! Thank you.

[Scorpiusuk]

tried your fix,didnt work for me 😞 nevermind was worth a go 🙂

[DavideFitbit]

Hi everyone, thank you for all the information provided about the problem you're experiencing with the Charge 5, and welcome to the new users in the Community. 

From what you mentioned earlier, it seems that you already tried the basic troubleshooting steps shared in the forums. I appreciate all the updates provided about this. If you already tried the three pulse restart method and you continue to see a black screen, make sure that you've also tried changing the clock face option, as this has been useful for other users. 

 If this doesn't work, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed or what options are available for you. 

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.

See you around. 

[Kalexa]

I ended up reaching out to customer service and they are shipping me a replacement. Mine was less than 6 weeks old. 

[DavideFitbit]

@Kalexa Thank you for sharing this update. 

I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know that you'll be receiving a replacement soon. 

Have a good day.