Charge 5 screen will not swipe properly

[Staceymaria]

I got a new Charge 5 for Christmas and I’m having problems with the screen. It won’t swipe. It will start flicking through the options and then automatically goes back to the home screen (clock). What am I doing wrong!? Other times I’m swiping and it just does nothing and goes black. I have made several attempts to swipe through the settings and options on the tracker but just keeps kicking me out!! 

[Wibby]

Hello @Staceymaria 

There are 5 screens when swiping from side to side (there are dots at the top of the screen) and if you keep flicking through them, you will get back to the Clock Face.  Swiping left from the Clock Face you should see: Notifications, Exercise, Alarms, Timers, EDA Scan and then back to Clock Face.  If you swipe to the right, they go in reverse order starting with EDA Scan.

If you tap twice it brings you back to the home screen again.

Maybe the screen display is timing out between swipes if you're pausing for a while between them.  You could check your settings for your screen by scrolling down from the Clock Face until you get to Settings.  Then tap on that and select Display Settings. From there you can choose whether you want your Screen Wake to be Manual (you have to tap twice to wake it up) or Auto (where it should turn on when you raise your wrist).

You can also set the Screen Time Out to Default (which is short), Medium, or Long (it says setting it to those might impact the battery life).  

If your screen turns off, you can activate it by raising your wrist or tapping on it twice.

What would you like to do?  Maybe one of us can help if you can give us some more details.

I hope that helped a bit.

[Staceymaria]

The issue is getting to settings. It won’t scroll past the “pay” option. I’m trying to scroll through the options to get to setting and it’s like it’s stuck. It won’t allow me to scroll. There are times I can get in there and it’s like it just crashes and goes back to the clock face. 

[Wibby]

Hello @Staceymaria 

That's really strange!  I would recommend Restart Device on your Charge 5, but obviously not being able to get to Settings makes that impossible.  How about resetting it by plugging it into the charger and then pressing the button on the USB end 3 times? 

That should reset it and then you can see if it scrolls for you then.

[Staceymaria]

Thanks for the help! I have reset and no change. It’s like it has a mind of its own. I managed to get into settings after and I went into display settings and it started moving from dim, default, and bright by itself! I took it off for tonight and it is on the table and lighting up to show clock face by itself. Very strange!! I will give it another attempt tomorrow. 

Not sure what the return policy is on these but I’m pretty certain I will be returning this if no luck tomorrow!! 

[Wibby]

Oh @Staceymaria 

That IS strange.  The screen setting may be set to Always On if the Clock Face is staying on.  That will completely drain your battery, so it's worth trying to go back to Settings and making sure Always On Display is set to off.  Just before you completely go to sleep yourself, it might be doing another quick Restart Device from the Charge 5 itself.

If things are still odd in the morning, it's probably a good idea to contact Support.  I've heard doing it through Chat can be the most effective (and you can screenshot your chat if you need to).

If you tap on Help at the bottom of the screen and also change your country to yours, that would be a good idea.

Sleep well!

[Staceymaria]

Turns out there is a problem with the Fitbit itself… they are sending me a new one! 

[Mindfulgrandma]

I may have to try that when we get home. My Charge 5 is frozen!!  Can’t swipe up or down so can’t try to reset but we are having fun time with our granddaughter at the moment. Usually track when I walk our grand dog but couldn’t, although my phone is still recording activity. Thanks for the tip. Will let you know if it works.

[Mindfulgrandma]

It didn’t work.

[Mindfulgrandma]

I take it back. It worked! I forgot to push.reset three times. Duh. Thank you so much!!!

[HowDoIDoIt]

Thank you SO much for posting the picture showing where the "button" is. This is really helpful to see what you're suggesting (and I hope it fixes my problem of a non-responsive screen and inability to scroll to different pages without it timing out while I'm in the middle of scrolling