Charge 5 stopped working

[Karindax]

My Fitbit did an automatic update yesterday and now it no longer works. The screen is blank and won’t come on. I’ve tried charging it and tried to force restart with the charging cable, but nothing works. It’s dead. I’ve only had it for a year and a half. 

[Gr4ndp4]

Hi, @Karindax, welcome to the community, how long did you have your Charge 5 on "Charge"? you may find this article of interest Why isn't my Fitbit device's battery charging? - Fitbit Help Center In my experience if the battery is completely depleted your Charge 5 needs to be on a "live" USB socket for at least 60 minutes before there's any sign of life. In addition change to clock face in the Fitbit app on your phone, this sometimes has a positive effect.

Once you've reviewed the above link let us know how you get on.

Cheers

[Garth_UK]

My Wife's Charge 5 is just 12 months old and has been discarded by her as it is no longer usable subsequent to the latest firmware update. This issue has been reported on BBC national news in the UK. Best option must be for Fitbit issue new firmware or at least step back the issue to undo the battery problems.

[Lisa_T_NI]

It's not this screen by any chance?

A couple of months ago my screen just stopped working. At first I thought it wasn't charging.

Contacted fitbit support, they are really good at troubleshooting. Cleaned the charging portals, did the reset... Pushing the button in the flat end of the charger 3 times consecutively when it's on charge... The FitBit App was showing the device charged. So it is charging the screen will just not show clock face or stats. 

Troubleshooting asked me to change the clock face. I did that. And again get the screen above. 

I usually put receipts of my items into the box and store the box. Got my box but no receipt and nothing in my emails about when I purchased it, so they will look at warranty when I recall where I purchased it from... There's a slim to no chance of that.

I REFUSE to buy another Fitbit this is my 4th device in 5 years and haven't even had it all that long. So looks like I will be saying so long to FitBit if they have no product longevity and no recycle scheme, continuously filling landfills with remains of defunct fitbit devices... Not great.. Surely they can see when the device was added on to the App.

Possible improvement load a receipt of purchase when your register your product on the App. This may have helped when my Charge 3 was left charging in an airport cafe and mysteriously disappeared. No camera activity to see when it was lifted, no lost and found trace. But someone got a FitBit for nothing and fitbit weren't able to trace if the device had been registered on someone else's app 😕

[Eggham]

This is happening enough to get reported on the news, but Fitbit are denying its their fault. They offered me a discount on a new Charge 5 or older model. Obviously I won't re-buy a product that everyone is having issues with.

www.bbc.co.uk/news/technology-68140297 

[Karindax]

I’ve had it charging since last night. At least 12 hours. If I touch the screen it finally shows the logo but that the charge is at 1% and hasn’t gone up from there. I will leave it charging to see what happens. 

[Gr4ndp4]

Hi, @Garth_UK welcome to the community, have you tried the suggestions I put forward in my earlier post? In addition, try restarting the Charge 5 as demonstrated in the second part of this Video 

Let us know how you get on by posting here again.

Cheers

[Gr4ndp4]

Hi, @Lisa_T_NI the screen photo you posted is a download in progress, your Charge 5 needs to be on charge and close to your mobile phone with the Fitbit app running. How do I update my Fitbit device? - Fitbit Help Center provides guidance & advice.

Cheers

[Karindax]

I just changed the clock face per someone else's suggestion. we will see if that does anything. though unlikely. it's been charging for 3 days and is still only at 1%. I'd like a replacement.

[Gr4ndp4]

Hi, @Karindax, check out Why isn't my Fitbit device's battery charging? - Fitbit Help Center 

I use rubbing alcohol (Isopropyl 70%) to clean the contacts on the back of my Fitbit detailing the contacts with a cotton bud but warm soapy water will do. Make sure the two little pins project evenly from the charging cable puck and a free (they are spring-loaded)

Allowing you have restarted your Charge 5 as in the second part of this video talk to "Customer Support" using the phone or chat facility for a prompt response. It's a good idea to note the steps you have taken & what happened so you can brief the agent clearly. Do you have the benefit of Fitbit's return and warranty policy

I hope this helps but if you are still stuck please post here again.

Cheers

[Karindax]

I did that. It charged to 99%. I disconnected it from the charger. The screen went black. I reconnected, and it showed the battery at 1%. I tried restarting it by pushing 3x on the charging cable. I have done this fun routine dozens of times in the last few days with the same result. The fitbit doesn't work because of the firmware update. I want my fitbit replaced. 

[Gr4ndp4]

Hi, @Karindax, did you talk to "Customer Support" as advised earlier? They are the only contact we have that can arrange a replacement.

Cheers

[GRRRKT]

I’m having the exact same issue since the recent update. I have tried the soft reset, I have cleaned it I have left it plugged in for more than 24 hours and I still have a black screen. Very frustrating. 

[Karindax]

Yes, and they said my Fitbit is out of warranty so all they’ll do is give me a discount code to by a new Fitbit.