Charge 5 screen stays black

[SabPlu1808]

Hello,

My devise is working. Only the screen stays black. I try a reboot. (3×8 sec.), I synchronized it and I changed the clock face. It still remains black. What else can I try?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @SabPlu1808. 

Thank you for sharing that you've been having this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps suggested. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Please keep an eye on your inbox. 

Have a good day. 

[RiekoC]

I'm having the same issue with my Charge 5. I confirmed that my Fitbit is still working. It charged and synced. I tried changing the clock faces, but I can't get the screen to respond. It will momentary flash a white screen then the screen is completely unresponsive/stays black. I've tried rebooting using the charger several times. I can feel it vibrate, but the screen still stays black. 

Yesterday, it wouldn't sync with the app on my phone. I had to force stop the app and restart my Fitbit several times to finally get it to sync.
My Charge 5 is less than 6 months old. 

[LeifS]

I'm having the same issue. Happened last night. Resets and changing click faces hasn't done anything. 

[Bmary]

Hi all

Having exactly the same issues as you all. My fibit is only 4 months old.  It now is not showing up on Bluetooth. Can't delete fitbit app and reinstall cos you need to put in digits that come up on watch. It's black. So so frustrated. Had a Charge 3 for over 3 years with no issues. Only got this one as screen face on the Charge 3 cracked and it couldn't be fixed.

[Blocka]

Just happened to me a couple of hours ago.  Black screen and won’t sink, tried resetting several times. Very frustrating to say the least. 

[jekaleigh1]

Mine is doing this too. Not responsive to touch, will randomly work, but just got a green flashing screen. It’s less than a year old. 

[Blocka]

Just went through the Fitbit Help. They are going to replace mine, suggest you do the same.

Sent from my iPad

[Akal85]

Hi can you please send me the same info. I just bought my Fitbit 3 days ago and I am having the same issues. I have tried all the solutions like changing clock face, reboot with the charging cable and my screen is still black. The charge 5 still charges and I can see it's synced and is tracking, yet the screen is unresponsive. 

[Blocka]

I’d be taking it straight back to where you purchased it from if you only bought it days ago.
All I did was sign into Fitbit and spoke with one of the Fitbit help gurus online. They checked that I was trying to do everything correctly and saw the the charge 5 was unresponsive. Hope this helps.

Sent from my iPhone

[GuidedRN]

The pebble I received YESTERDAY, to replace my Charge 5 that stopped working after 5 months is not working. The screen stays black and I can’t connect it to my phone because I can’t see the passcode. Therefore, I am unable to change the clock face, etc. I’ve tried restarting the device numerous times. Seriously FitBit, what gives? I want to like this product, and I did…for the 5 months or so that it worked. Seriously…2 defunct Charge 5’s in less than a year. Please help or refund since this product is clearly a mess. 

[Blocka]

Mate I’m a customer not a rep

Sent from my iPhone

[LeifS]

I spoke with support, after running through troubleshooting options (reset, change clock face) another time with them they have sent a replacement as it's under warranty. 

[DavideFitbit]

Hi everyone, thanks for all the information and feedback that you've shared so far. Welcome to all the new users in the Community.  

As you may know and as some of you have mentioned already, there are a few steps that have usually been helpful to other users having similar issues: 

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

If you already tried these basic steps and your screen is still unresponsive, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

[Dee062]

My charge 5 is exactly the same, it works on my phone but the screen is black  it’s only 5 weeks old ☹️

[kylesare57]

Looks like we're all in the same boat then, mine randomly drained it's battery, I charged it overnight and at work it randomly started vibrating and wouldn't stop, I restarted it and since then it won't turn on.

Restarting with the cable "works" I see the logo but it goes black again soon after

[kylesare57]

I unplugged it and now it's vibrating again, I guess I'll just let it die and try again tomorrow after work 

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After like the 5'th reboot it finally turned on charging right now

[Dee062]

This is so annoying mine is on 5 weeks old

Sent from my iPhone

[DavideFitbit]

Hi everyone, thanks for your replies and for all the information provided so far. 

@Dee062 Could you please confirm if you already tried all the steps mentioned here earlier, including changing the clock face option? 

@kylesare57 Thanks for sharing this update as well, it's good to know that your device has started working properly again.