Charge 5 screen turns black while battery is ok

[Gilles92]

Hi

my screen is black and the only way to have it back is to connect it to the charger

it happens whatever the battery charge is, even when more than 90%

any idea on how to solve it ?

thanks

gilles

[DavideFitbit]

Hi, it's good to see you visiting the Fitbit Community for the first time, @Gilles92. 

Thank you for sharing that you've having this inconvenience with your Charge 5. 

There are a few steps that are usually helpful with display related issues. Before considering other options, please make sure that you've exhausted these troubleshooting options: 

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. 

[Debbiesmiles35]

I had the same instructions, but there’s no way to brighten the screen if indeed, it is dim. My Fitbit charge five is tracking the steps, but I cannot see the screen. I can only see it on my app on my phone. I’m getting very frustrated.

[DavideFitbit]

@Debbiesmiles35 Welcome to the Community forums. 

Thanks for sharing that you've been having the same problem with your Charge 5. 

Could you please also confirm if you were able to complete the three pulse restart using the charging cable: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times within 8 seconds, holding each press for about 1 second.
3. Wait 10 seconds or until the Fitbit logo appears.
4. Note: If the device doesn’t restart, wait 15 seconds to try again.

If you can see the device on your phone, please try changing the clock face option as well. 

[Hsadrnia1528]

Yes I have with no luck. It sync and has power but does not show anything.

[DavideFitbit]

It's good to see you visiting the community forums for the first time, @Hsadrnia1528.  

Thank you for confirming that you've been having the same problem with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed.