Charge 5 not updating and randomly restarts

[Chelsinpdx]

I just got my new Charge 5 and it is not able to do the firmware update that is recommended and I have not been able to fully set up the device. I have worked through all the troubleshooting steps and am still unsuccessful. Additionally, the device will also randomly flash the fit bit logo like it does when it restarts. I've contacted support but have not received an answer and really bummed it's not working. Any recommendations?

Moderator edit: format

[DavideFitbit · Accepted solution]

Welcome to the Fitbit Community forums, @Chelsinpdx. 

Thank you for sharing that you've been having this inconvenience with your Charge 5. 

It seems that you already tried all the basic troubleshooting steps to resolve problems to update the firmware and that your case with the Customer Support team has been sent to another department for further assistance. In these cases, it may take a bit longer to receive a reply than usual, but you should receive a response soon. Please keep an eye on your inbox. 

Have a good day. 

[rmswe2]

I have the same issues with updating my new Charge 5. Will not finish the update and fails at the end. Why has Fitbit not addressed these issues?! Find the glitch in the software and fix it please! About ready to return and get a refund. 

[DavideFitbit]

Hi, welcome to the Community forums, @rmswe2. 

Thank you for sharing that you've been experiencing the same inconvenience with your Charge 5. 

Before considering other options, please make sure that you've tried all the steps listed in this article to resolve problems during the firmware update. 

If you continue to have the same problem, I recommend that you get in touch with the Customer Support team so they can provide you with further instructions. 

Have a good day. 

[2421]

just so everyone's aware: i have been having this problem with my charge 5 since i got it at the end of september. I've followed all instructions, been on with customer support innumerable times, had the situation escalated to the "email team" who have now stopped responding to my requests for assistance. There's no question that I've a defective unit, and the customer support has been useless throughout in either solving the problem or replacing the unit.  So if you're having this problem... good luck to you.  hope you fare better than i have.

[DavideFitbit]

@2421 Thank you for your reply and for sharing your experience with the Customer Support team. 

It seems that the Support team is still reviewing your case and they've sent you a response. In some cases, it's possible that it may take a bit longer than usual to receive a response, keep in mind that since this is a new device they often need to verify certain information with a higher level of Support. 

Thank you again for taking the time to share your feedback about this. 

Have a good day.