Charge 5 screen is black

[bcaillat]

Hello,

the screen of my Fitbit Charge 5 suddenly went very bright and then stopped working. The device itself is still on: the alarms are going off and I can snooze/cancel them, but the screen remains black.

I did the basic troubleshooting:

1. restarted the device (when I had access to the bright screen and another time with the cable)

2. change the clock front from the app

But that didn't help. Is there anything else to try?

Thank you

Moderator Edit: Clarified subject

[RiekoC]

Hi @bcaillat 

It sounds like you might have a defective Charge 5.

I recommend that you contact Fitbit support. They will walk you through a series of troubleshooting procedures. Once they confirm that none of the procedures return your device to normal operation and if it is still under warranty, they should send you an offer to replace your tracker/pebble or a discount on a different device. If your Charge 5 is out of warranty, they should send you an offer with a discount on a replacement. Note: the discount is on the full price even if the device is on sale in the Fitbit store.

This is what I did when my Charge 5 had a non-responsive screen shortly after I updated to the current firmware. So far my replacement is working fine, even after updating the firmware.