Charge 5 screen is blacked out and won't start

[Nessli]

Got my charge 5 today but the screen is blacked out.

the app can find the Charge 5 but the screen will not start. It worked earlier but is now blacked out.

tried the press 3 times on USB cable to reboot, and it will with the logoscreen, then goes back to black. 

Ive read on the charge 4 and 3 you can hold the button until smileyface appear, like a ”harder reboot”, anyone knows if its possible on the charge 5? 

Moderator Edit: Clarified subject

[JMC1955]

I never even get the Logo. 

[JMC1955]

How can those of us with a blank screen possible reset in the method described. We can’t see anything on the screen. Perhaps you could share another restart method.  

[JMC1955]

Oops. Possibly!

[lollo1111]

Well, I just found another page on here with users experiencing the same thing. And they’ll continue to trickle in .. Then he’ll have plenty records😛

[eagle-eye]

No logo here either.  Problem with display started two days after I received it.  Fitbit support very helpful and they are sending me a replacement. 

[CindyLouWooHoo]

I was told they were going to escalate too. Called back this morning and there was no record of “escalation.” They sent me a return label. I’m disappointed. I have been using Fitbit since they clipped to your pocket and I’ve never had anything but a great experience until now. 

[charliefoxb]

Are you in the uk and what number did you call please 

[JaneyB40]

I sent mine back yesterday. Hoping it will all be sorted quickly. I just
couldn’t get it to work. Hope all goes well with you.

[SilviaFitbit]

Hi everyone, 

Thank you for the details mentioned and the troubleshooting performed prior to posting. I see where your disappointment is coming from. 

If your Charge 5 display is unresponsive, try restarting it by doing the following: 

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.

If you experience difficulties after this, get in touch with our Support team, they'll continue assisting you. In case you already have a case with them, continue the communication through email, they'll provide the options available. 

Last but not least, your reports have been shared with my team, they will further investigate this. 

Hope this helps. 

[Mclegg]

How do I remove +Me too

[DavideFitbit · Accepted solution]

Hi everyone!

I wanted to thank you all for sharing your experience and troubleshooting. It seems that no other new users have been reporting this inconvenience for a while with the Charge 5 and the display being blacked out, so I will be closing this thread. 

If your Charge 5 display is unresponsive, try restarting it by doing the following: 

• Connect your device to the charging cable.
• 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. For more information please see How do I restart my Fitbit device?

If the issue persists, please get in touch with our Support team.

Hope this helps!