Charge 5 stuck on Fitbit logo

[grntlltt]

Hello,

My Charge 5 stopped working about a week ago. At first it stopped responding to touches, but at least seemed to respond to a reset, but then it showed a red X on the screen. I left it alone for a couple of days, and tried to reset it again after, but all it does when connected to the charger is vibrate, and shows the Fitbit logo. When I press the button on the charger it stops vibrating, but never goes into a reset, and only stays vibrating when connected to the charger. When not connected to the charger it's totally non-responsive, and shows nothing. I tried removing it as a device from my app, but now it can't be found again when trying to add a new device.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @grntlltt. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Charge 5 before reaching out. 

Please note the issue you're having comes from performing a factory reset without first unpairing your Fitbit device from your Fitbit account and phone's Bluetooth settings. With that being said, I suggest following the steps below in the order listed:

• Unpair your Charge 5 from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Charge 5 again.
• If there is no connection, restart your Charge 5.

If you can't get started with your Charge 5, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

If you continue having difficulties to update your Fitbit device, see Why can't I update my Fitbit device?

[grntlltt]

Thanks for replying @MarreFitbit

I have already unpaired my device from my phone's bluetooth and disconnected it from my Firbit app. I've already tried all these steps, after looking for similar issues here (and there were many). I'm unable to restart my Charge 5 either, I describe what is happening in my initial post when I try to charge or reset it.

[grntlltt]

Also, to clarify the change in the subject, my device is not "stuck on Fitbit logo". When disconnected from the charger, there is no activity, and it's totally unresponsive, and shows nothing on the screen. It only shows the Fitbit logo when connected to the charger, but also vibrates constantly, but is still totally unresponsive. It stops vibrating when I press the charger button, but starts vibrating again when I release the charger button. It does not do anything when I try the reset steps, other than vibrate continuously.