Charge 5 is unresponsive

[Helley01]

I've used my charge 5 for just over a year. A few days ago out of nothing it vibrated once, then flashed the fitbit logo briefly as if it was trying to restart, but then just got a black screen and it didn't respond to anything. This happende a few times in a row without me doing anything. When I connect the charging cable the same thing happens. Brief vibration, logo, nothing. After the reset with the button on the charging cable, same story. It seems that it doesn't manage to start. Last time it still synced the battery was at more than 90% and it's been on the charger for some time after that. So it can't be the battery.

I assumed that this would be a hardware problem, but in the app reviews in the Goolge play store it seems like more people are having problems with fitbit becoming unresponsive after the latest update. 

Anyone else having these issues?

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Helley01, welcome, you will find this thread -  Charge 5 won't respond unless it's connected to th... - Fitbit Community discusses a similar issue. Try changing the clock face on your Fitbit app, if this fails contact "Customer Support" using the chat facility or phone for a prompt response. It's a good idea to make notes of the steps you've taken & the results so you can brief the agent clearly.

Depending on where you are located you may still have the benefit of Fitbit's return and warranty policy

I hope this helps.

Cheers

[MarreFitbit]

Hi there, @Helley01. 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 is still unresponsive. I understand where your concern is coming from, we're here to help! @Gr4ndp4 Thanks for your help and advice!

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance! 

[Helley01]

Dear Marre,

Correct that I contacted the support team. I also posted here wondering whether I'm the only one experiencing this. If yes, it's likely due to my device. If it happens a lot it might be a software problem that needs to be solved elsewhere than my device. Seems like people are having a lot of issues after recent software updates.

The advice I got from the support agent (kudos for quick response) was to go into settings on the device and reset to factory settings. Apparently she didn't read the part about the device not responding to anything, so I don't understand how to do this? I replied to the email, hopefully I'll get a real solution this time. 

@Gr4ndp4 Thanks for thinking along. I read the earlier posts, but in those cases the device did respond when on the charger and/or to the app. Mine doesn't respond to anything and doesn't connect to the app. 

The warranty link is useful. I see that since I'm in the EEA zone it's still within the warranty period (2 years). So I assume Fitbit support will offer a real solution the second time around. 

[Helley01]

Update: since my device is still under warranty fitbit support says they'll send a replacement. Hope it gets here soon!

[Annabanana59 · Accepted solution]

Yep woke up to fitbit logo on Charge 5 which says at 84% charge.  Just flits between logo, and  vibration. Had issues a few months ago too. Alas think this might be my last fitbit purchade 

[Gr4ndp4]

Hi, @Annabanana59, welcome to the community, did you follow my advice and that of @MarreFitbit ? Let us know how you got on by posting here again.

Cheers