Charge 5 started updating last night several times. Now won’t track anything correctly

[Snowhitegrl]

I noticed last night that my Charge 5 tried to complete an update and it would restart only to reboot again.  When it finally did stop trying to reboot, it alerted me that my battery had gone from 96% down to 6% in less than an hour.  I put it on the charger and it started to update again.  I left it on for a little while and when it charged up to 50% I took it off the charger.  I was getting ready for bed and noticed it kept restarting like there was an update.  I went to bed thinking it would resolve by this morning. 
I noticed that it was the wrong time, wasn’t tracking heart rate, steps, or anything else from what I can see.  
the green LED has stopped working as well.  I’ve tried to sync and restart manually but to no avail.  What are some steps to complete a full reboot and re-sync everything so I can try to fix this? 

[RiekoC]

Hello @Snowhitegrl 

Sorry to see you're having issues with your Charge 5.

To do a factory reset/full reboot:

• Perform a manual sync in the Fitbit app, if you can, to prevent the loss of any tracked data
• Swipe down from the clock face on your Charge 5 to get to the Settings tile. Tap on the tile
• Swipe up to Device Info and tap on this
• Swipe up to Clear User Data and tap
• Tap and hold on the tile that says Hold for 3 sec. This will reset your device back to factory settings.

You should probably put the Charge 5 on the charger right away so that the device has sufficient power to complete the reset. Once the factory reset is done, you will need to setup the Charge 5 as if it was new. You probably should delete the Charge 5 from your Fitbit app and set it up as a new device.

Hopefully, the factory reset will restore your green light (heart rate sensor).

[Snowhitegrl]

I tried these steps as suggested and the time corrected after re-establishing a Bluetooth connection. But still no HR/ LED light, not registering steps and the clock/ date has completely changed again. Is there a way to hard reset the watch while it’s plugged into the charger.  I was trying to find what I did last time I had the LED issues and I can’t find the article. 

[RiekoC]

Hi @Snowhitegrl 

Great question! And the answer is Yes, you should be able to do the factory/hard reset while the device is on the charger.

When you attach the Charge 5 to the charging cable, it will show the charging display. Swipe left and you will see the clock face. From there, you can swipe down to get to the Settings tile and do the reset.

Hopefully, this will work to restore your sensors.