Charge 5 screen is unresponsive

[F1171]

My charge 5, a few months old, screen stays black and doesn’t react on the reset. When trying to reconnect it to the app the app connects and asks for the code on the screen (which stays black).

Anybody some idea how to solve this?

Moderator Edit: Clarified subject

[RiekoC]

Hello @F1171 

Since you tried to restart your device without success and your device is less than a year old, you should contact Fitbit support (<-- click link) to what are your warranty options. 

[MarreFitbit · Accepted solution]

Hi there, @F1171. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Charge 5 is not working properly. Thanks for taking the time to troubleshoot the issue before posting here, I'll be glad to continue assisting you. 

Before proceeding with different troubleshooting steps, please make sure you've restarted your Charge 5 as described in this help article How do I restart my Fitbit device?

If the restart doesn't work and you haven't felt a vibration on your watch during this process, confirm that you've tried the following steps:

• Clean the charging contacts on the back of your Charge 5 using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If you continue getting the Fitbit logo only, please connect your Charge 5 to the charger and try the following (while it's connected to the charging cable and even if  you've tried some of these steps already):

• Unpair your Charge 5 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Charge 5.
• If there is no connection, restart your Charge 5.
• Once your Charge 5 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 
  
  

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

Sorry if my post is too long, I just want to exhaust all steps we can try to bring your Charge 5 to life again. 

If none of the steps shared above do the trick, please follow @RiekoC's advice and chat with us online or give us a call. Click here to get connected.

Hope your issue gets solved soon. 

[F1171]

Hi MarreFitbit,

The problem is that during device reset it is vibrating but I never get the fitbit logo (at least not visible). 
When on the wrist the green light is flashing continuously.

Thanks

[MarreFitbit]

@F1171 Thank you so much for taking the time to follow the suggestions I've provided above. I understand where your concern is coming from. 

To review whether your Charge 5 is defective, I've created a case to get you in contact with our Support Team about this issue. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you shortly! 

We hope to get you back on track soon!