Charge 5 screen won't turn on

[lucaslimanero]

Hi,

I've been facing an very annoying issue with my Charge 5. The screen turns off/goes black very quickly after being activated. I've made a small video to properly describe what it looks like: https://www.youtube.com/shorts/ot4UUpr9XwY. As is shown in the video even when the Always on display is enabled (which was an attempt to fix the issue, and then became the only way to use it) the screen goes black as soon as is awaken. I believe this is the same issue as some other reported ones such as this.

I've tried a bit of everything: resetting through the charger button, syncing manually, changing the clock face, changing exercises, letting the battery completely die and charge again, painfully trying to change the brightness of the screen (painfully activating the scree multiple times until I was at the correct setting), to no avail. Eventually, it starts working normally for a few hours until it starts going black again.

I've tried to find a way to force a firmware re-installation, but looks like there's no such option and since I've moved to Brazil, there's no service here that I can contact to try to get it fixed.

Hope to find a solution soon. Thanks!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @lucaslimanero. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5 and your time in trying to troubleshoot it before reaching out. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[lucaslimanero]

Apparently my device is no longer eligible for a replacement. Can't you guys provide an option to force a replacement of the firmware on the device?

[Fina11]

I had this same issue. Also told I no longer qualify for a warranty. Suspicious how after the new update, my charge 5 no longer works. Very frustrating. Especially since I don’t see a huge update from the Charge 5 to Charge 6 that constitutes me purchasing a whole new Fitbit. 

[MarreFitbit]

@lucaslimanero @Fina11 (Welcome on board!) Thanks for sharing those details. We‘re taking your comments and sentiments in regards to our products into consideration. We‘re taking your comments and sentiments in regards to our products and services into consideration. @Odyssey13 Thank you so much for your input! 

Please note our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Even though, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

[tanyav]

This is happening on my fitbit as well. Sometimes the screen goes dark for hours at a time, then it randomly starts working again. I can start tracking a run, then can't end the run because the screen is black.  It's beyond frustrating, as I rely on it as a wristwatch as well as an activity tracker, and the device is less than a year and a half old