Charge 5 is working but will not display anything

[Beniii]

My Charge 5 does not display any data, icons, etc, and just shows a black screen.  I know it's working though because when the iPhone app is open and on I can see the heartbeat changes and steps are recorded.  Is my display dead and therefore the Charge 5 is dead and I should toss it?

Thanks.

Ben.

[njr61]

This just happened to me too!  Quite frustrating.

[Beniii]

Yes, very frustrating. What are you going to do? Throw it out an buy a new
one; find another tracker of a different company?

[moonfairy56]

Following as I'm having the same problem.

I just got mine as a gift this Christmas & was loving it. All was fine and good until I tried to update it😥

Mine is tracking most things fine as it syncs with the app on my Samsung with no problems. Unfortunately, I've been having issues since I tried to update it. It got about 35min into the update, then rebooted itself and stopped the update. since the initial update attempt, I began having issues. a couple of times got the red circle with an x, turning on and off randomly. so I attempted to do the update again.. each time the update failed due to a disconnect. eventually, I gave up and just reset it to factor settings and it was working fine. But then I woke up 2 days ago and the screen isn't working, but it is still tracking to the app with data on most of the things.  

*I tried resetting it by pressing the button on the charger 3 times (multiple times). It vibrates, shows the logo, then just goes black and is completely unresponsive. I tried swiping up, down, left, and right, with no change to the screen. so I can't even reset the device to factory settings. 

*I tried changing the clock face but they all say install, (including the one it was using) and hitting install does nothing but shows it is installing in the app, but nothing on the phone. I had it plugged in and tried to install the clock face for over 15 min. then the app froze. so I had to force stop on the app. 

I'm extremely frustrated. I don't want to remove it from my app & Bluetooth & reinstall it because I've seen a couple of people in the forums saying that they can't relink because the screen won't show the number code. so I'm not gonna try that. at least it's half working now.

Any advice would be greatly appreciated

[Beniii]

Hello moonfairy56,  My Fitbit was several years old when I started having this problem and I have never resolved it.  I would have to look, but I think I removed the watch bands and threw the "guts" of the watch in the trash.  I am toying with the idea of buying a new one, but I'm a little skeptical after reading about your problems.

The good thing about your issue is your device is new and you should be able to return it for a replacement.  Yes, you'll have to go through all that setup again, but it might be worth a try to get a good working FitBit.  Hopefully your gift "giver" kept the receipt.

Good luck!  And let me know how this works out.

[moonfairy56]

@Beniii I already sent my friend a message to see if they still have the receipt.... my fingers are crossed. 

[Beniii]

You might contact FitBit customer service and ask for advice on the basis you received this as a gift.

Sent from my iPhone

[DavideFitbit]

Hi everyone, welcome to the Community forums. 

I appreciate all the information provided about this issue with the display of the Charge 5 and for confirming that you already tried a few troubleshooting steps. It seems that some of you have also contacted the Support team for more instructions. 

Keep in mind there are a few steps that are usually helpful with these type of display issues: 

1. Complete the 3 pulse restart procedure 
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

If these steps are not helpful to resolve the problem and you continue to have the problem with the display, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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 in the Community.