Charge 5 screen black, won't sync, vibrates with charger button press, can't reboot.

[x96connelly]

Not sure how long I've had my Charge 5 but have really been enjoying it.  Every so often I'll clean it in the shower with soap and water, did that last night and shortly after, the device is unresponsive.  I cannot tap to turn it on (tried varying degrees of firmness when tapping), it will not reboot when connected to the charging cable and pressing the button 3 times within 8 seconds with 1 second pause between, and I cannot sync it to my phone.  Because I can't sync it to my phone, I cannot try changing the clock face as is sometimes suggested.  When I try to reboot it while connected to the charger, the device will vibrate with each button press on the USB cable, and the device will vibrate when connecting to the charging cable but nothing happens.  Within the last 2 days I had it charged up to around 80% so the battery should not be near empty.  Open to any other suggestions, I've scoured the community forums and the internet and am at a loss - thank you!

[Gr4ndp4]

Hi, @x96connelly, welcome, you clearly know your way around your Charge 5, may I suggest you review the syncing process Why won't my Fitbit device sync?

I apologise if you have already done this. As your device vibrates when you attempt a reboot there is clearly power to the charging cable. If your device has lost charge over the last couple of days (not unheard of) leave it on charge for at least 60 minutes (check the USB socket you are using is "Live" by plugging in another device) and try the 3 button presses again.

If you are still stuck I suggest you contact "Customer Support" using the chat facility or phone for a prompt response. Before making the call note the steps you have taken and results so you can brief the agent accurately and quickly. You do not mention how long you've had your Charge 5, are you still in the Warranty? 

If you think so note when & where you bought it as the agent will need this information.

I hope this helps.

Cheers

[x96connelly]

Thank you for the reply and suggestions, I tried the link for trouble shooting syncing problems, kept it charged overnight (USB charging port is live) and still producing the same results.  I appreciate the customer support link, I'll start there now.  Not sure how long I've had this Charge 5 which makes me think it's out of warranty but I guess we'll see.  Thanks again!

[StaffanC]

Dear all, 

I simply love Fitbit Charge 5 as long as its working. I got my first one in January last year. Six to seven months later, it showed all the symptoms you have described here already. So, I contacted Fitbit support (easier said than done for someone who simply hates social media) but it was eventually acknowledged that I was obliged to get a new Fitbit Charge 5; thanks to the one year warranty, of course. So, I happily received a brand new Fitbit Charge 5 a few months later. However, seven months later, also the warranty tracker went bananas showing pretty much the same symptoms as described by x96connely, in the above. Actually, my warranty tracker failed last Friday, June 9th.  And what did I do? No, I did not contact Fitbit support. I purchased a new Fitbit Charge 5 from Amazon. It was delivered yesterday. So, now I'm happy again. At least for 6-7 months, I guess.

Conclusion: having Googled about problematic Fitbit Charge 5s, for some time now,  it's pretty obvious that Fitbit Charge 5 is anything but reliable. In my experience, Fitbit Charge 5 life expectancy could be said to be 7-8 months. At the most. I guess that the designers have something to improve on? Or, is it just an extreme example of American lack of quality (greed) ?  

Cheers,

Staffan Carlsson
Turkey