Charge 5 stopped working after traveling

[Ldtran]

My Charger 5 is completely unresponsive, and my wife's Charger 5 is experiencing the same issue. We've tried all the recommended solutions, but nothing has worked. This happened right after we returned from an overseas trip. Help!


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Ldtran. Welcome to 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 your Charge 5 and your wife's have stopped working after your trip. I understand your concern, I will do my best to help you with this!

To better assist you, may I know the symptoms of your Charge 5 devices? Also, I'd like to know all the steps you guys have tried so I can provide something different. 

Looking forward to hearing from you. 

[Ldtran]

The steps taken to restart the 2 Charge 5. I will name them Charge5 A and
Charge5 B for reference.

Charge5 A:
Symptoms:
- black screen.
- does not respond to restart. No vibration when connect to charge cable
and press the button on the cable 3 times as directed on the manual.
- no light on the sensors on the back of the tracker.
- does not sync with fitbit app on iphone
- has been on charger cable for a day.

Charge5 B:
Symptoms:
- black screen
- Restart by pressing the button on the chrging cable 3 times as
directed on the manual. The tracker vibrates after each press of the button.
- after restart, when tapping twice on the tracking face the clock time
flash on but does not stay.
- tracker syncs with the fitbit app on android phone. Steps count is
recorded. Battery level is in the 90s level due to attempt to restart the
tracker.

[MarreFitbit]

@Ldtran Thank you so much for getting back and for the details provided in your post. 

Regarding the Charge 5 A, it sounds like a battery issue to me. Please note that sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). Since the Charge 5 has been on the charging cable for a day, please see Why isn't my Fitbit device's battery charging? 

After trying the above, I'd recommend putting it on to charge on a charging wire and outlet known to be working. Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

About the Charge 5 B, it sounds like a screen issue to me. Since it's still syncing, please try the steps below:

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap your Fitbit device image. 
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device once again as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[Ldtran]

We have done everything you listed multiple times to no avail.

[MarreFitbit]

@Ldtran I'm sorry to hear that the issue persists. Since you guys have tried the steps I recommended here and they didn't work, you have a Charge 5 and report experiencing an unresponsive devices after traveling, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it.