Charge 5 screen is dark

[PFalcon]

Unexpectedly yesterday afternoon the screen went dark. No response to anything. Couldn't restart. Placed on charger overnight. Tried restart and was rewarded with a flashing gray screen with a solid red light on back. Coincidentally (?) the Charge 5 is not recognized as a connected device on iPhone bluetooth. Help?


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @PFalcon. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not responding. I understand your concern, I will do my best to help you with this!

It sounds like your Charge 5 might not be charging properly. There are some issues that affect this, being which power source is used and how clean the contacts are and how well the charger is seated. If you haven't done so yet, please see Why isn't my Fitbit device's battery charging?, in this help article are the instructions on how to restart your device, please make sure you've followed those steps in the order listed. 

Once trying the above, I'd recommend leaving your Charge 5 on the charger for a good two hours, even if it doesn’t seem to be charging. 

[PFalcon]

I appreciate your feedback, but I believe that there is more going on than
simply a recharging fault. The Charge 5 was at a charge of ~77% when the
problems occurred...a totally blank display...nothing. Couldn't activate
the unit by tapping. When attempting to recharge/restart the best I have
been able to achieve is a flashing gray/white display with a solid red
light emitting from the back of the unit whether or not it is being
recharged. Also lost connectivity with bluetooth with the unit not even
being recognized as existing.

I am accepting that the unit is faulty and needs to be replaced. However,
since Google is stepping back from the Fitbit products in favor of
promoting the Pixel watch products, I doubt that I will purchase another
Fitbit.

PFalcon

[MarreFitbit]

@PFalcon Thanks for getting back to me and for the details provided in your post. 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance!