Charge 5 screen keeps getting black

[CIndyRChasSC]

Has Google issued a patch for the Charge 5 black screen problem? My Charge 5 began showing the black screen in April, 14 months after purchase. Happened when dealing with the death of a loved one, so initially thought I forgot to charge it. But, each time it was attached to charger, the logo came up, and device was over 50%. This happened randomly for a couple of months. In June, it became a more common occurrence, and now it is a daily event. I've followed all the troubleshooting directions. Restarting from the device. Restarting from the button on the charger, which didn't work. It quit at 2:20 pm July 2 and failed to track a couple of hours that included a mile of walking. Put on the charger, then took the pic. Kitchen clock is correct, 5:10 pm. After sync, correct time appeared but data was lost. Last week, the black screen showed up three times in one day. Attached to the charger each time, device comes back up, and tracks. But, if I cannot count on the device, what good is it? Very disappointed in brand.

Moderator Edit: Clarified subject & word choice

[MarreFitbit]

Hi there, @CIndyRChasSC. 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 the screen of your Charge 5 is still going black. I understand how you must be feeling, I will do my best to help you with this!

If you haven't done so yet, please try the steps below:

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap your Fitbit device image. 
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device once again as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[LucyN]

I’ve had the same problem for weeks and now my fitbit has a totally black screen and won’t do anything, thought initially it was. because it kept asking me to add a card to wallet and had drained battery but everything i have tried today my fitbit is black 

[CIndyRChasSC]

Forced sync multiple times.

[Unfitphil]

i also have occasional black screen. Briefly connecting the charger restores the normal screen. Can't keep doing this. Please fix or i'll never buy another Fitbit.

[GoldenG]

I have had these same issues this past week. I tried all of the troubleshooting and none have worked. 

I purchased a new Fitbit charge cord, but that has not helped. I have black screen, wrong time when I recharge it, and the battery drains within hours. 

[CIndyRChasSC]

I disconnected the device today. I will reconnect and try the clock face fix. I have not tried that one. But, that is not really the problem. Also, noticed that you "moderated" my post to remove an opinion that was a joke. Well, sort of. When customers pay this much for a device and take care of it, we expect it to last. I take care of my devices. For example, I have an 8 year old Chromebook that's still going strong. What's up with all the Fitbit problems? When Google purchased, I thought we would see improvement, not problems. 

[rfowlie]

Same issue.  Blank screen becoming a daily, actually now multiple times daily experience since the newest thing to cause it to shut down is logging food or water into the app.  So frustrated and not sure what to do.  I'm used to Fitbit since I've had one (not the same one since their shelf life seems limited to 2 years) for years, but wonder if the Charge 6 is also suffering from the same issues.  Debating switching to a totally different smart/fitness watch, but like everything that's tracked all in the Fitbit app.

[CIndyRChasSC]

Update: This afternoon, I created a new and separate account for the Charge 5 pictured above. The device has been reset, and I'm leaving the default clock in place, as moderator MarreFitbit suggested. Let's see if that makes a difference and solves the black screen problem. In the meantime, after receiving an unexpected windfall in the form of a refund from an unrelated purchase, I chose to buy another Fitbit. I went cheaper this time, opting for the same model that a friend has used since Oct. 2022 with no issues. However, as rfowlie pointed out in this thread, a 2 year lifespan seems typical.  The new tracker is narrow on my small wrist and very lightweight, a nice bonus. Before purchasing, I searched through the community and noted there are also some issues with this new model, so we will see how it goes...If neither of these options work, I'll give up and wear my old Seiko. 😂

[Marg-NewSing]

Thanks for the update. I am very pissed off with my charge 5. Just blanked out on me a couple days ago. Tried all the solutions suggested, but nothing works. This is my second fitbit charger (had a Charge 4 previously and that conked out on me after two years!!). My current charge 5 is only 2 years old (ridiculous!). After being a loyal Fitbit customer, I am looking for other products. It seems the shelf life for Fitbit is 2 years. Extremely disappointed!

[CIndyRChasSC]

As an early adopter of tracking devices, I feel your pain. I had the first Nike Fuel Band - loved that thing!  Nike stopped supporting Fuel they moved to integrate with the Apple platform over time. I switched to Fitbit and the Charge HR. Had some problems with the band, but then the Alta came out and it was easy to source new bands and change them. I "upgraded" to the Charge 4 and gave the Alta to a friend. Long story short, she's still using that same Alta! The Charge 4 didn't make two whole years, so I bought the Charge 5 which developed problems after only 14 months, and now this little Inspire 3. My friend definitely got the best deal with the with what she calls her "hand-me-down tracker." Scattered among those purchases over the years, I've tried Garmin and other brands. The Fitbit definitely has the best UI in my opinion, but if it continues to be unreliable, I'll consider purchasing a simple step counter and go back to wearing a watch. I'll update again in a week or two. 

[Marg-NewSing]

"The Fitbit definitely has the best UI in my opinion, but if it continues
to be unreliable"
--I agree with that assessment.

"I'll consider purchasing a simple step counter and go back to wearing a
watch."

--That's where I'm heading. Can't see me purchasing the Charge 6 only to
have that conk out on me in 2 years or less.

Thank you for sharing your experiences. Much appreciated.

Margery

[CIndyRChasSC]

The black screen of death is still a daily occurrence with the Charge 5. July 14, I started over and connected the device to a new account, using the default clock face and settings. Despite this, spontaneous shut downs are still occurring. Multiple restarts have not solved the problem. For example, Monday, July 29, I noticed the black screen again. I had placed the device on the charger Sunday night, and it read 100% Monday morning, so lack of charge was not the issue. The screen came up when connected to the charger. The screen read 6:15 PM and charge remaining 90%. The actual time was 10 PM. I performed a sync and the time corrected. I met a friend at the gym that evening, and we were on the treadmills about 6:30 to 7:15, and those steps were not tracked. It's very frustrating. Is there no solution to this problem?

[Marg-NewSing]

It sucks, but there is no solution.

Fitbit might replace if you have a warranty, or offer 35% off new purchase.

Fitbits are great trackers, but the company MUST improve their product if
they want to maintain customer loyalty.

[CIndyRChasSC]

The Charge 5 warranty expired. I recall an offer to extend the warranty that popped up on my phone when initially setting up the device last year. I tried to purchase, but the transaction would not complete. Maybe that should have been my first clue that the device has issues! 🤔 Fortunately, the little Inspire 3 mentioned in my previous post is working, for now! When Google purchased Fitbit, I thought it would improve! I was wrong. Unless Google follows through on an actual fix for the Charge 5, that little Inspire 3 is my last device from the company. When that dies, I'll implement my plan to track with a step counter and wear a watch. Your point about loyalty is spot on. I have no more loyalty to this brand. For many years, I told everyone how I loved Fitbit devices. Now, I will make it my mission to tell everyone "buyer beware!" whenever the subject is introduced.

Best of luck to you, Marg, on your health journey.

Cindy

[LPreston2004]

I'm thinking that when the Charge 7 comes out I'll get that. 

[CIndyRChasSC]

Checking in. Any more ideas to try? Will Google stand behind the device or will customers continue to be disappointed by the lack of support after the sale?

[Marg-NewSing]

I'm afraid it'll be both! Disappointed Fitbit customers and lackluster
product support from the company.

[Tazzydean]

I have been having the same issue the last 3 months. It also happens when i take it off when i have a shower.. i now have to carry a charger when i travel and go to work. Not impressed 

[Thehuss5256]

I am in exactly the same boat. Just started playing up and randomly comes on. It still tracks everything but no screen so can’t see it until it randomly comes on. Have tried the three button push hundreds of times it’s never resetting. It still syncs every time. It’s a joke the after care is dreadful really what a joke