Charge 5 screen is blank, still syncs data

[bazow]

I have had my charge 5 for 2.5 years and the display (over the last week) has started to flicker and has now the charge 5 screen is black/blank - still works in regards to logging information.

I have tried resetting the app and the device still no luck - out of options so unless someone has a magic answer I will have to buy a different make of fitness wearable!

Moderator Edit: Clarified subject

[Kbethy]

My Charge 5 also has a black screen and won't respond to anything and isn't able to be found by Bluetooth to pair.  It has recorded none of my activity since last evening - no sleep or activity today.  Similar problem with non responsive screen but at least yours is recording data.

[SunsetRunner]

Mine too, since yesterday.  Did they do an update that created a software problem?  thats what happened last time and they replaced the unit for free.  Ive tried the reeboot a few times.  It shows the battery level while on the charger but wont display anything else on or off the charger.

[maf13]

Exact same problem since last night 10/21

[meebje79]

My screen is black at this afternoon. Will not synchronize of this morning and no restart. My is working again form this morning!

[SunsetRunner]

Its quite odd there are so many of these reports within 2 days.   was working fine up to 20th October.  I managed to get mine going again by following and answer on a similar post about doing a Factory Reset while connected to the charger.  I managed to get it to work normally for 4 hours but the battery has just gone from 100% to zero in that time so thats not much use.  I'm highly suspicious that an update has caused this.  An update caused my previous Charge 5 to die.  I will never buy another.

[Lesley5]

Mine has died since Saturday.

Have emailed FitBit support but nothing back.

Is there any way to get their attention?

[Tabbikat]

My screen just went blank too! App is still updating. No way to access anything on the watch to reboot the hardware. What now?

[FatimaFitbit]

Hi there everyone! It's nice to see new faces around!

Thank you all so much for letting us know about the situation with your Charge 5, which have blank displays and still sync the data. Thanks for all the efforts too.

For the ones with their Charge 5 still logging the data, please try to change the clock face. For the other please try to follow this steps:

• Restart your Fitbit:
• Clean the contacts of the watch with a toothbrush and fresh water and gently clean the pins on the charging cable with a cotton swab and some rubbing alcohol.
• After that, charge the watch for 30 minutes using a different USB port on a computer or other UL-certified wall charger.
• You can read this article too: Why isn't my Fitbit device's battery charging? 

[SunsetRunner]

Hopefully you have another solution because I have cleaned the contacts repeatedly since the problems arose, used 2 different charging cables at 3 different USB ports. On disconnection from the charger my watch battery depletes from 100% to zero in under 4 hours even when left unused on a table.  This is not a slowly developing fault.  On Friday the unit was working as it always did.  On Saturday the screen only lights when the charger is connected.  I did the reboot process a few times and then the factory reset twice.  It charges, or at least it says it has a full battery on the charger while connected.  My device is an expensive bit of landfill after just over 2 years.

[RiekoC]

Hello @Lesley5 

Email seems to be the least effective way to contact Support.

Please try this link (<-- click) instead. Complete the prompts until you get the option to chat or call.

[Tabbikat]

Nope. Nothing that I have tried has worked. I've changed the clock face, cleaned the contacts points on the charger, & rebooted the watch with the button on the USB. I felt the vibrations when I got a call, when I connected the charger, & when I tried to reboot. The software is tracking everything & shows the newly changed clock face as my current choice. The watch face still remains black.

[Lesley5]

Hi Rieko,

Thanks for your reply.

I think that's where I started looking for help and got lost in various loops of FAQs.

From the amount of complaints I've seen since Saturday, I think Fitbit released an update and it's all gone horribly wrong.

[Lesley5]

Hi Fatima,

My Fitbit would appear to charge ok. It also syncs occasionally following a reset from the USB cable. When that happens I can see the battery charges to 100% then drops overnight to around 17%.

Still nothing on the Fitbit device other than a buzz and a flash of the logo following a USB reset.

Was there an update released over the weekend that's gone wrong???

[SunsetRunner]

How odd, we are all in the same boat on the same day.  From having perfectly working Charge 5's to an unresponsive block.  Lets hope they have a fix for us all that doesn't involve us paying out for new

[Lesley5]

Yes 🤞

Maybe another software update? 🤷

[Teasers]

I HAD a screen but had to reset to try and sync, followed Fitbit guide, telephoned and followed the guide, eventually had online chat only through google and was advise they have and issue. Last time I checked was approximately 15.00 and stated not synced for 16hrs.  Still not being able to connect.  Passed experience with customer service has never been an issue, but when I telephoned I was assured I would receive an email with reference number to follow up, I never received this and eventually contacted chat service just to get a reference number. Diabolical 

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I agree with you there, this is my second one, first one I was constantly charging and eventually died on me, they did replace it, this time round they don't seem to interested with the issue

[Timpo]

Same here,it died at the same time as all these others 

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Except it won’t start to take the software update 

[Teasers]

Just spoken to customer service and was advised the issue will be resolved in the next few WEEKS.  If it is still under warranty get in there fast for a refund, I have failed and sworn will never purchase another of their products.  My fit bit is useless to me now, cant even use it as a watch as settings all cleared and need to connect to app to be able to get it going again

[Lesley5]

No, I'm out warranty sadly. 😥

Will shop around but keep Fitbit as backup 😡