Charge 5 sporadically restarting during use

[1874]

Hi all, 

I recently purchased a Charge 5 and enjoying the functionality but my experience is hampered as the device restarts during only light use (scrolling through different screens, or after finishing a run). Generally it stops responding, goes black, and then shows the Fitbit logo. 

Occasionally the data on the home screen also has some visual glitches which may or may not be related. 

I have tried the common troubleshooting steps I have seen (i.e. restart the device both in the settings, and via the charging cable) but no luck, so I am wondering if I just have a defective device I need to return.

Any help would be much appreciated. 

[DavideFitbit]

Welcome to the Fitbit Community forums, @1874. 

Thanks for sharing this information about the issue you're experiencing with your Charge 5. and the troubleshooting steps that you already tried. 

In addition to the three pulse restart procedure that you mentioned, please try the following steps as well:

1. Try setting up your Charge 5 as a new device in your account. 
2. Regarding the visual glitches you mentioned, please try changing to a different clock face and check if you continue to have the same problem. 

[1874]

Hi - thanks for the reply. 

Sadly after trying the above I'm having the same issues. The device is still restarting apparently due to ordinary use, and there are still visual glitches. Additionally, the device does not stay recording during workouts and runs and I look down to find it has just returned to the home screen. 

I can only conclude that the device is faulty unfortunately. Are you able to advise how to swap it, or otherwise return it?

[1874 · Accepted solution]

As an update, I am still having these issues having tried every avenue above and found elsewhere. 

I have contacted support via chat but in order for them to be able to provide any assistance (they are unable to tell me *what* assistance they might be able to provide), I have to send a video to them... of me restarting my Fitbit. Nothing else.

But an utterly frustrating and meaningless step to getting support.  

Clearly this is just an attempt to obfuscate the process of getting help for defected devices and there is no complaints procedure to address this. 

Sadly, despite enjoying my Fitbit when it works, the absolutely useless supports procedure, and inability to get my device working has cemented my decision to return the product and go with something else which works, and with which I can get adequate support if it does not. 

Would not recommend to anyone sadly.

[DavideFitbit]

@1874 Thanks for taking the time to share your feedback and comments about this. 

Keep in mind the Support team will need to make sure that all the basic troubleshooting steps have been exhausted. It's possible they may require some additional information in order to assist you. In this case, I do recommend that you continue the communication with them so they can let you know how to proceed or what are the options available for you.