Charge 5 stopped working

[LiJaHi]

I see there are a few recent posts about Charge 5s suddenly becoming unresponsive. Mine has just joined them. It was working fine earlier in the day, then in the afternoon I went to check the time and the screen was black and wouldn't wake up.

I've cleaned both the back of the fitbit and the charging pins, and attempted to restart it multiple times (using the button on the charging cable). Initially, restarting got me as far as the fitbit logo but no further. After subsequent attempts, it is completely unresponsive.

I've read other posts on this topic and followed the instructions given. Any other advice?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @LiJaHi. 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 the screen of your Charge 5 is still blank and unresponsive. I will do my best to help you with this! 

If you haven't done so yet, 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. 

[LiJaHi]

Thanks for your response. I can't sync the fitbit. I have attempted to restart it multiple times, and all have been unsuccessful. In early attempts, it progressing to the fitbit logo but not further. Then it stopped responding to restart attempts entirely.

It's still on the charger, and has progressed to having a white cross inside a red circle on the screen. That doesn't look promising. I just tried restarting again, given it was doing something, and it has got to the fitbit logo again. It is just sitting there with the fitbit logo, not doing anything else.

I tried changing the clock face, but after a few minutes of the app attempting to do this, I have got an error message "Error connecting with Device. Please make sure your Fitbit is nearby and powered on and then please try again." The Fitbit was right next to the phone, sitting on the charger with the Fitbit logo on the screen.

[MarreFitbit]

@LiJaHi Thanks for getting back to me and for trying the steps I recommended. I'm sorry to hear that the issue persists. 

To better assist you, I suggest reaching out to our Support Team who will be able to take a closer look into this issue and provide further help. This form is only meant for you to use. Click here to get access to it. 

We look forward to getting you back on track.