Charge 5 screen is blank

[Sidestepper]

Yesterday I didn't get a chance to charge my Charge 5 before it went to 0%. When I plugged it into the charger, nothing happened. The screen remained blank. I've tried the hard reset (push the reset button on the cable 3 times, waiting one second before each press) multiple times, with no success. I've left it on the charger for 10 hours, with no change.

This is the third Charge 5 I've had in the past 12 months and the same thing has happened with the previous two - the retailer couldn't solve it and gave me a replacement each time. 

I don't do anything unusual with my Fitbit - I wear it most of the time but take it off if gardening or doing anything dirty or messy. It is not damaged in any way - it just doesn't work!

[DavideFitbit]

Hi, I appreciate the information that you've shared about this inconvenience with the Charge 5 and the steps that you already tried, @Sidestepper.  

In addition to the three pulse restart you mentioned, could you please also confirm if you already tried changing the clock face option? Let me know if you continue to see a black screen regardless of the clock face selected. 

Please confirm that you have the Charge 5 updated to the latest firmware version as well. 

I'll be around. 

[Sidestepper]

Hi, it seems it is also not charging, as my phone cannot now locate the device. So I cannot use my phone to change the clock face or do anything else.

I can feel a pulse when the charger is connected and when I press the reset button but it seems the device is not holding the charge.

[Sergio_U]

Dear Fitbit Moderator,

I have the same problem!

What should we do?

I confirm it happened after upgrading to the latest firmware version. 

[Znowflake]

I also have the exact same issue with my Charge 5 as Sidestepper. Hard reset and changing clockface does not help. Unit is aprox one year old so no warranty. Love the working unit but will probably look for a different brand replacement.

Update: My Charge 5 is mysteriously back alive. Left it for 36 hours and then gave it a last try with another hard reset and voila..........

[Loriwhy]

I have the same problem!  But mine is holding the charge and syncing with my phone .  Screen is just blank

[pumpernikel69]

Dear Fitbit Moderator,

I have the same problem!

What should we do?

I confirm it happened after upgrading to the latest firmware version. 

I have also tried to change the face and it’s still black. 

[Bruno1011]

I am having the same issue with my charge 5. It won't charge or talk to my phone. It is less than a year old so maybe I can get a replacement. 

[chcho_baires]

Hi, yes, ask for a replacement. I have four fitbit charge 5: I bought 2 and the company replaced both. Maybe it's a software problem but they don't recognized it. I am very disappointed, they tried to blame on me: use, battery... one of them registered data after green screen, other vibrates when charging, two dead... Hope you solve your issue. 

[Znowflake]

Well, I was a little quick to declare my unit fully functional again, still suffering from high battery drainage and non working apps (EDA scan, EKG and SpO2). Hopefully there will be a new firmware update soon to solve this.

[pumpernikel69]

Yeah all I did was tell them that I tried all the troubleshooting (which I did ). And they are sending me a new. This one wasn’t even a year old. 

--------

I wouldn’t hold me breath

[tracypage999]

I have exactly the same problem 

[LuizManetti]

I received the firmware update today and I had multiple issues with my Charge 5. Blank screen, battery drained quickly e device reboots by itself. What should we do to get it working normally again ?

[DavideFitbit]

Hi, and welcome to all the the new users in the Community forums. 

Thank you for confirming that you've been having the same problem with your Charge 5 and that you already tried a few steps. 

If you're new to this thread, please make sure to try the following first:

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. 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. 

If you already tried these steps and you continue to experienced the same problem, 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. You can click here to get connected.

[Anniered]

have exactly same prob as u have 

[Sidestepper]

I took my Charge 5 back to the retailer for a refund and replaced it with a different model. After three failed Charge 5s I wasn't willing to try a 4th!

[pumpernikel69]

They sent me a new. Guess they don’t know why they haven’t figured this out yet 

[LolaPDX]

I have the same issue.