Charge 5 randomly turns off

[HRuane]

I received a new Charge 5 after having a 4 for many years on Christmas.   Since setting up I have been unable to keep it connected.   It randomly turns off and I can only get it to respond/reset after returning it to the charger.  This is also causing it not to record sleep scores.  I have tried Uninstalling and reinstalling it on my phone.  I have ensured full battery.  I have looked through my settings.  How can thus be fixed? 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hello, welcome back to the Community forums, @HRuane. 

Thank you for the information provided regarding the problem you've been experiencing with your new Charge 5. 

If this is related to the battery, please make sure that you've followed the steps provided in this article. If the device is charging properly as you mentioned, but the screen is completely black, make sure that you've also completed the restart procedure described here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

As you pointed out, if it's randomly turning off, it could have trouble tracking  your sleep score. If you already tried all these steps and you continue to experience the same problem with the device turning off randomly, 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. 

Have a great day. 

[MarisoldlT]

The same thing is happening to me. It is very frustrating because suddenly I’ll be stuck exercising somewhere without my charger and all the steps are missed. I also have woken up to it being off and missing the sleep score for the night.

[Hein4950]

Have the same problem since I bought my Charge 5 on 28 november.

Tried all the advised problem solving advises, and the support team cancelled my problem report after 2 weeks.

Moderator edit: format

[DavideFitbit]

Hi, thank you for your reply. @Hein4950 , and welcome to the Community forums, @MarisoldlT.   

If you're still experiencing the same inconvenience with the device turning off randomly and you already tried all the troubleshooting steps suggested, I do recommend that you get in touch with the Customer Support team. Please let them know of the steps that you already tried so they can let you know how to proceed. Click here to get connected. 

Have a good day. 

[Mohbacha]

I have exactly the same issue on my charge 5. i followed all the troubleshooting steps suggested and still no resolution. 

Did any one actually managed to resolve this issue? 

[ConnorCook]

Seems not, I'm still having the exact same problems. At this rate, I'm going to ask for a replacement because this beyond frustrating.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Mohbacha @ConnorCook. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried the troubleshooting steps suggested. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

See you around in the Community. 

[Hein4950]

Hi Davide
You're right, but the support couldn't solve my problem, due to a defective hartsensor.
So I returned it three times to a fitbit repair team before the vendor decided to send me a new one. Luckely this one doesn't have this hartsensor problem so since march I am very happy with my charge 5.
Greetings
Hendrik

[DavideFitbit]

@Hein4950 Thanks for taking the time to share this update. 

I'm sorry to see that it wasn't possible to resolve the problem with the Charge 5, but it's good to know that you've received a replacement from the vendor and that it's been working properly. 

Have a great day. 

[prq]

I am also having the same problem with my Fitbit 5. It's super frustrating! I have done the restart, and still have the same problem. It's obviously a problem with the watch itself given that there's others here that this is happening to.

It was working great when I bought it. Is there something else that can be done?