Charge 5 stopped working properly after the update

[Hackedoff123]

After the latest firmware update my charge 5 has stopped working and keeps going dead. I have tried all the usual suggestions on the various forums - forced restart several times, unistalled and reinstalled fitbit app... nothing seems to work. Seems I have fallen victim to Fitbit's fraudulent policy of forcing you to buy another one!  I won't be buying fitbit again, that's for sure. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Hackedoff123. Welcome to the Fitbit Community Forums. It's sad to hear that your Charge 5 has stopped working, I understand where your concern is coming from as this is your second Fitbit device. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. 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/process, 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. 

Thanks in advance! 

[Maria_Rivera]

Same here. Seems to be happening to everyone. Definitely not buying a product from Fitbit

[Shorty_jolie]

UPDATE: Last night, while screen was still unresponsive & black, I synced it with the app which showed it was at 4% battery. I was going to connect it to charger, but had a thought to let it completely die to see if it would then reboot it somehow…. Sure enough! It was dead this morning, so I connected it to the charger. As soon as It made the connection, the FitBit symbol showed up!!! Yay! The screen now works and has been responding since!!! Try that if you are having the same problem, see if it works for yours too! 🤞🏼 (and I didn’t even get around to calling FitBit Support either).

The screen on mine seems to be unresponsive and black as well just after installing the latest update. It still vibrates when connecting to charger, and doing a restart from the charging cable. The app seems to still be connecting to it as well (oddly), but the Charge5 screen is still completely black. Tapping and swiping or holding sides does nothing. Very disappointing, I will be contacting Fitbit tomorrow, but seems like most people say there’s nothing they can/will do for you which is very unfortunate. That just makes me not want to use their products anymore. We will see what they say…

[giuffridait]

Same here, black screen all the way. Tried to restart, add a new clock face, etc nothing works 😞 I'm in Germany so cannot even contact any support directly. Very disappointing.

[Shorty_jolie]

Is yours doing the same as mine was? Does it still vibrate and connect to app?

[Hackedoff123]

Mine was completely dead.  Started a chat with Fitbit and after exhausting all their suggestions (restart, reset, fully charge, clean contacts etc) they sent me link to order a replacement Charge 5 for free which arrived 2 days later.  First thing it wanted me to do was a firmware update!!!!! I did it and so far it all seems to be working.... let see how long that lasts.

[Hackedoff123]

I was in Austria and still managed to get onto a chat with Fitbit.  And after exhausting all their suggestions (restart, reset, fully charge, clean contacts etc) they sent me link to order a replacement Charge 5 for free which arrived 2 days later.  First thing it wanted me to do was a firmware update!!!!! I did it and so far it all seems to be working.... let see how long that lasts.

[helloapplewch]

same here. haven’t even had this for a year. I tried letting it die completely so it could reset, but after a few hours, the screen went black again. never buying from fitbit ever again!