Charge 5 screen wake stopped working

[CAR49ers]

Approximately three weeks ago my 'Screen Wake" locked itself on "Manual".  This problem coincided with the issues of syncing on the Charge 5, and maybe other models.  I have tried the restart with the watch and the power cord button several times with no success!  Is there another possibility to address the Screen Wake, or is that one of the problems they are attempting to address with the multiple issues of syncing the Charge 5?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @CAR49ers. It's nice to see you around 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 wake on your Charge 5 has stopped working. I understand your concern, I will do my best to help you with this!

Have you had a chance to check the Settings menu on your Charge 5 and change it from Manual to Auto? If the Screen Wake is set to Manual, it requires double tap to wake it. If it's set to Auto, then the display should show when you lift your arm & turn your wrist. To check the setting:

• Swipe down from the clock face to get to the Settings tile and tap on it
• Swipe up to Display and tap
• Swipe up to Screen Wake. If it's set to Manual, tap on it to change to Auto

[CAR49ers]

I have tried several times...no luck.

Question: Is it possible to reset to the factory setting which might fix it?  However, if that is possible, I want some assurance that my historical data will not be destroyed.

Charlie

[MarreFitbit · Accepted solution]

@CAR49ers Thanks for getting back and letting me know that the issue persists. 

Regarding your inquiry, we can try a factory reset as our last resort. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please sync your Charge 5 and then, proceed with the steps below in the order listed: 

1. Swipe down from the clock screen to find the Settings app.
2. On your Fitbit device, open the Settings app > Device Info > Clear User Data

You can follow the steps to set up the device after that How do I set up my Fit-bit device?

[CAR49ers]

My apprehension finally subsided, and I tried the factory reset as you described this morning. In brief, after a few scary moments, things finally clicked! I can now look at the watch and it shows me the time.  It makes a difference when I am working out and want to check my heart rate.  Thanks for the assistance.  Now, on to my other post to see if there is any update on my syncing problem that has now persisted for over a month.  Thanks again.

Charlie