Charge 5 keeps resetting itself at random times

[Getting]

My charge 5 screen keeps going black at random times. If I plug it in it starts working again straight away, it has plenty of battery charge. Really frustrating when in the middle of a run! 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Getting. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear that your Charge 5 is acting odd. I understand how frustrating this can be, I will do my best to help you with this!

If you haven't done so yet, please restart your Fitbit device and keep an eye on your Charge 5's behavior the next couple of days. 

If the issue persists, may I know if this is only happening when exercising? 

[Getting]

Hi

Thanks for your email.

It happens randomly. Last time I had taken it off & then when I went to put
it back on it was working as I picked it up & died as soon as I had
fastened the strap!

I'll reset it as you suggested.

Kind regards
Rachel

[MarreFitbit]

@Getting Thanks for those details. Please try the restart and if the issue persists, let me know so I can further help! 

I'm positive that the restart should help! 

[Getting]

Hi

I restarted my fitbit as suggested & all has been fine until today when I
went for another run & it stopped working midway through again. Battery was
75%.

Any suggestions please?
Thanks
Rachel

[MarreFitbit]

@Getting Thanks for following the tips and recommendations I've provided.

As our last resort, I'd recommend performing a factory reset on your Charge 5. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please sync your Charge 5 and then, proceed with the steps below in the order listed: 

1. Swipe down from the clock screen to find the Settings app.
2. On your Fitbit device, open the Settings app > Device Info > Clear User Data

You can follow the steps to set up the device after that How do I set up my Fit-bit device?

[Getting]

Thank you for your reply. I have reset to factory settings & hopefully that
will fix it. If not I will let you know.

[MarreFitbit]

@Getting Anytime!  I will be around if you need further assistance. 

[Getting]

Hi

I did as you suggested & put back to factory settings & all was fine but my
fitbit has just gone blank again, 26% battery. It was working fine earlier
today.

What else do you suggest I do?

Many thanks
Rachel

[Nannies67]

I would like an answer to this as well! This has been happening to me for weeks. Again, randomly, plenty of battery life, frustrating as all get out.I would like an answer to this as well! This has been happening to me for weeks. Again, randomly, plenty of battery life, frustrating as all get out.

Thanks!

[Getting]

Hi

This is still happening & more frequently too. It;s just died on me again &
battery level is 59%.

I'm guessing I need a new one?

[JeetuSardana]

After all trying, fitbit is draining battery and randomly going off 

[Getting]

Hello Jogger

I'm now on chat with support, see if they can help.

[MisterMarcoo]

Hey there,

Please check your firmware version in the Fitbit app on your device. (Tap the battery percentage in the top left corner, select your device and there you can see it). 

If the firmware version is 194.41.something, you are screwed. Your device is bricked and if you have warranty, please contact your reseller or Fitbit directly to demand a replacement. That's what happened with my device.I now have a new C5 from Fitbit and that is still on firmware version 188.58 and is not receiving any update at all. I think that means that they paused the update, although they ignoring there are issues with this update (which is the main reason I am switching brands in a few months)

If you are not on that firmware version, I am clueless but I recognize these issues and expect you will have the 194.41 version.

[Getting]

Hi

The firmware version is 194.91.

I have contacted support & they say my warranty has expired but have
offered a 35% discount on an alternative model.

Yet to decide what to do...

[worst_products]

Is the battery life still normal on your Fitbit Charge 5?

[Getting]

Yes, it lasts around 5 days which is normal.

[worst_products]

I see you're also on 194.91. This firmware update seems to bring all sorts of issues that make the Fitbit Charge 5 unusable. Sorry that I can't offer better help but advise you to get a new (better) device if you want to avoid the frustration of lost data.

[Nannies67]

I have followed all of the steps in Marre Fitbit's suggestions. My Charge 5 is still on V188.58 but it still goes dead frequently. When I plug it in, it wakes up again and has between 55 and 65% battery left.

I have noticed that my Fitbit dies most often when I am trying to sync it with my phone. At other times it is while I am sleeping or doing other activities.

If anyone has additional suggestions, I would appreciate them. I have owned many Fitbits since 2016 and this is a new problem to me.

[Getting]

Nannies67, support weren't able to offer any other suggestions to resolve the issue & as I'm out of warranty my only option is to buy a new device. They have offered my 35% discount on a selection of other models so looks like I'm off shopping!