Charge 5 screen not working

[A.M.S]

I have a Fitbit Charge 5 and it does not work. It just shows an incomplete white line on the black screen. I tried to restart it from the button on the cable, but it does not accept it.
I think it needs new software. Is there a way to restart it from the computer and update the software from it? Because unfortunately it is not linked to the application.

Thank you

Update: Sometimes when charging showing X inside a red circle on the screen instead of the white line.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @A.M.S. 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 not working properly. I understand your concern, I will do my best to help you with this!

To better assist you, please confirm that you've tried completing the the 3 pulse restart procedure method using the charging cable as described here.

[A.M.S]

Holle Marre

Thank you for your quick response 

I tried to restart the device using the button on the cable correctly and something actually happened. It gave a completely black screen, then a single vibration and the incomplete white line was displayed again.

Thank you 

[MarreFitbit]

@A.M.S You're very welcome! Since all the steps you tried didn't work, you have a Charge 5 and report that the screen is not working, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it.