Charge 5 screen is blank

[Kiwigill]

I have a new Charge 5, about 2 weeks old.  Today the screen is blank except for coloured lines.  I’ve tried resetting with no success.  Any ideas? 

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @Kiwigill. 

I appreciate all this information that you've shared about this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please sync your device in the Fitbit app. 
2. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
3. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

Hope this helps, I'll be around. 

[Kiwigill]

Hi there. I’ve tried all of the above and it went good for 2 days then back to the black screen with some coloured lines

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[DavideFitbit · Accepted solution]

@Kiwigill Thank you for sharing that you're still experiencing this problem and that you already tried the troubleshooting steps suggested.  

In this case, since you already tried the steps in the forums, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around.