Charge 5 screen not working

[kmerc]

• my charge 5 suddenly went black I've tried the the 3 button restart no change not syncing not even sure it's charging. ever since Google bought you guys nothing works 

[EstuardoFitbit]

Hi, welcome to the Fitbit Community forums, @kmerc.

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps.

I've been informed that you were able to get in touch with the Customer Support team for further assistance with this. In this case, they will let you know how to proceed.

[Jfeen82 · Accepted solution]

You’re most likely experiencing these issues due to a faulty firmware update released by Fitbit. As of yet, Fitbit has refused to take responsibility and have not provided customers as to when a fix or patch will be available to download.

[Rebbecca]

Kmerc, did they fix your issues?

[Strykar1960]

What version is the suspect firmware? 

My Charge 5 bricked yesterday... already contacted the support team, and the only thing that was offered was to clean the contacts on the charge cable and the charge 5 and try the push 3x reset.

[MarcRThompson]

Im in the same boat with my charge 5.   started at the last sync at 5:21pm on 5/20/2024     Has not worked since then.   Black screen, not charging.   Have retried the 3x on the usb port.. .nothing.  

[tzingg]

Same here.  Charge 5 went black right around the same time on 5/20.  No connection, no charging, no syncing. No idea if an update happened or not as I wasn’t watching it. 🤨 

[Meike70]

Same here. Screen black since 21st. Company logo will appear briefly after 3 button push reset. 

[kmerc]

pretty odd that so many are breaking at the same time ! sorry to hear about
yours

[kmerc]

I was lucky enough that it was under warrenty, but as it seems to be a firmware issue that lots of people are having I assume that when they send me a new charge 5 it will just break again. 

[Meike70]

Talked to customer service. After checking that I followed all steps screen is still black. Luckily I'm getting a new one under warranty.

[questionef]

Mine did the same thing on the evening of 5/17! All of a sudden just went black. It clearly charges but the screen remains black. Fitbit support was no help as I did all the suggestions. Unfortunately, I'm no longer under warranty. It is so crazy that everyone's did it at the same-ish time. There has to be more going on (like the firmware update issue). I wish I knew if any fix/patch would actually fix the black screen issue before buying new (though I'm also considering other brands as this is ridiculous). 

[MarcRThompson]

Right. I'm done with FITBIT/GOOGLE. I'll bite the bullet and get an
iWatch...

[inmostlight]

Same thing just happened to me this morning.  It will vibrate when I connect the power cable and attempt to restart, but the screen won't turn on no matter what and it won't sync to my android.

[SunsetRunner]

Mine is the same thing … after the 3x button for reset, either get a red circle with white X, or the Fitbit logo blinking occasionally. Fairly certain I’m out of warranty.

[jwm4]

My Charge 5 stopped working altogether yesterday with 30% charge remaining (according to the app). Blank screen, will not display anything or show that it is charging. Triedd 3 button pushes (using same cable, charger, and outlet that have worked for over a year). Nothing on the screen. I do see a brief, erratic green flicker on the back of the device, sporadically and not easily reproduced, so that suggests there still energy inside it.

What's up with this Fitbit, Google? Too many devices bricking simultaneously for this to be a coincidence.

[Anupadin]

Same problem here too, charges and vibrates when the 'magic' button is pressed by the screen remains stubbornly blank. Unfortunately I decided to install my Google Watch in its place so it's not connected and because the screen is blank I cannot see the PIN to reconnect it. So sad that the problem is so common yet there seems to be little tech support available 🥺

[jwm4]

Update to previous post.

I contacted Fitbit through the support function in the Fitbit iPhone app. Got a helpful person. He walked me through attempting to change the clock face on the app. The screen lit and showed that it was installing something, however, once the Fitbit app showed the install complete, the screen went blank again and would not display anything when tapped or moved.

The support person said the device was faulty and since under warranty, it would be replaced. He sent me an email with instructions to fill out an online form for replacement. I have completed the form and submittedit. Fitbit's automated system has responded with an acknowledgement of the replacement request.

I will keep the board posted on further developments.

[Saz.C]

My Fitbit did the sane last night (21/05/24), showed as fully charged but the time was about 20/25 minutes out. Then the screen went black and had remained so since. Tried the x3 reset on the charger to no avail.

[Cora84]

The same for me since yesterday