Charge 5 is unresponsive

[Diane3104]

My Charge 5 stopped responding in any way this week after only about 2 years of ownership. It still had battery life, but the screen wouldn’t light up and charging or pressing the reset button on the charger had no effect. What can I do?

[MarreFitbit]

Hi there, @Diane3104. It's nice to see you around 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 your concern, I will do my best to help you with this!

Even if you cannot see anything on the screen, please try the steps below:

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap your Fitbit device image. 
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device once again as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[SusanUK]

Hello

I have a similar issue.  My Fitbit Charge 5 died on Friday 30th March after 2 years of use.  I can't sync it with the phone, the phone doesn't recognise it even when literally next to it, the screen is black and does not wake up at all.  I have tried the "press the charger button three times" several times and it beeps and flashes up the Fitbit logo for a second but does nothing else.  I can't try turning it off/on as it doesn't wake up. I can't change the clock face from the watch as it doesn't wake up.  I've tried installing a new clock face from the phone but the installation always fails.  I can't tell how much charge it has as the watch doesn't wake up and the phone won't sync with it.  Any ideas?

Thank you.

I've tried changing the 

[Fiona27]

I have exactly the same problem. Nothing seems to work.

Hopefully  someone  will be able to help

[RiekoC]

Hello @Diane3104 , @SusanUK , @Fiona27 

It looks like you've tried the recommended troubleshooting without success. 

There's an unconventional method that you might consider. Another user was able to restore their Charge 5 by exposing it to freezer temps. If you want to give this a try, here's the thread (<-- click link) where they describe what they did. Although there's no guarantee that this will work in your case, it's worth a try.

[Fiona27]

Thank you for the info. How long would you leave it in the freezer for?

[wawadu]

@Fiona27 brilliant! I have the same problem with my Charge 5 . It's unresponsive and after doing all that is recommended,  it's still Nada. And the thread connection this bot keeps throwing us to, just goes round and round in a loop that never ends. Nothing solved. 

[Fiona27]

I've tried everything including putting it in the freezer for 4 hours!!
Nothing works. Buying a new tracker but not a fitbit

[RebeccaAB]

Hi,

I am also having the issue where my watch (Charge 5) shuts down when I sync on the app.  I have tried the reset (3 button presses on the charger) the watch comes back to life but then shuts down again when trying to sync with the app.  I have also tried changing the clock face.  Unfortunately it hasn't resolved the issue.  What can I try next?

Thanks

Becky

[CB_Magdalen]

Hi Diane3104 and others, I posted this earlier as it worked for me.

Hi, My Charger 5 has the same problem since last week. Today I have used the Fitbit page "How do I restart my Fitbit device". Seemed to do something, but still no Fitbit clock etc on screen. But dime light on one of the 4 positions on the back now.

Now when my mobile app is trying to sync, it is stating I need to update the Fitbit software whilst being close and blue tooth linked to the mobile. I waited an hour for the phone to find the Fitbit and no joy.

But now I have restarted my mobile and this time the Mobile Fitbit app can see/pair to the Fitbit. The update has started and stating it will take up to 40 mins. I have had the Fitbit on top of Mobile the whole time. And, it worked. I can see the time on the Fitbit screen again. Seems OK for now.

Good luck to you.

[Diane3104]

Thank you! I will try this.

[Fiona27]

Thanks for your reply but it didn't work. So given up on it and ordered a
new tracker that isn't a fitbit