Charge 5 screen goes blank constantly

[Mike1055]

Charge 5 goes black reset works for about 12 hours then black again.

Charge & APP Battery % don't match but do show a decent amount of charge.

Please help!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Mike1055. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that the screen of your Charge 5 is going blank constantly. I will do my best to help you with this!

To better assist you, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

[Mike1055]

I (correctly) reset again, charged, and changed the clock face last night. So far it's working but we'll have to wait to see if it lasts.

When I connected and reset the time on the Charge was 11:47 A.M. (That's apparently when it froze) & it seems like it was the exact same time

that it froze the day before...I just can't stop troubleshooting/looking for clues...

The battery % did synchronize, I'm hoping that is a good sign for all of it.

Do you happen to know if there is any way to reset the Charge 5 without connecting to the charge cable? 

Thank you!

Mike Vail

p.s. I'll update you if/when it lasts for a day or 2.

[RiekoC]

Hello @Mike1055 

You can restart your Charge 5 from the Settings menu on the device:

• Swipe down from the clock face until you get to the Settings tile (last one)
• Tap on the Settings tile
• Swipe up until you see the Restart Device tile and tap on it
• Swipe up and tap Restart

These steps are also available in the How do I restart my Fitbit link that @MarreFitbit  provided

Note: This is to restart your Charge 5 which turns it off, then back on. This is not the same as a Factory reset, which clears all the tracked user data in the device.

[Mike1055]

Thanks, but I meant to specify "hardware reset": if I am away from my
charging cable & CHARGE 5 screen won't work, is there a physical option ?

[RiekoC]

Hello @Mike1055 

I only know of 1 way to do a factory reset on the Charge 5 and that's from the Settings menu on the device:

• If you can, do a manual sync in the Fitbit app to prevent loss of tracked data
• Swipe down from the Charge 5 clock face until you see the Settings tile and tap on it
• Swipe up until you see the Device Info tile and tap on it
• Swipe up until you see Clear User Data and tap on it
• Tap and hold on the blue tile until the Charge 5 starts the reset process

Unfortunately, you have to be able to see the screen in order to do the factory reset. Like many other users, I really wish there was a physical way to do the reset.

[Mike1055]

I was about to post that it's cured but it is frozen (black screen, no function, ...)

[Mike1055]

I lasted about 2.5 days then froze, reset & froze again in just a few hours(black screen, no function, ...)