Charge 5 stuck on Fitbit logo

[Cflyy]

My Charge 5 has been frozen on the FitBit logo all day - it won’t turn off, sync, and cannot even be recognized by my Bluetooth. I’ve tried the side buttons, charger button, forgetting device on Bluetooth, turning phone and Bluetooth on and off, all to no avail.  This is the second time this has happened in 1 year and the previous time I just had to stay on the phone with a customer service agent as we tried turning it on and off for like an hour. Wondering if anyone else has had similar issues and what can be done to fix it, thanks.

Moderator Edit: Clarified subject

[Talahthas · Accepted solution]

Welcome to the Fitbit community, @Cflyy!

Sad to hear about your issues with your Charge 5. As it seems that you've already tried the usual options to get it working as it should without success, I'd strongly suggest to contact Fitbit support asap to possibly get it exchanged as long as it is covered by Fitbit's warranty.

I'll keep my fingers crossed.

[Bangkokrunner]

I have exactly the same problem.

[MarreFitbit]

Hi there, @Cflyy. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Charge 5 before reaching out. @Talahthas Thanks for your help and advice! 

I've seen our Support Team is still assisting you with this issue, if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. =

@Bangkokrunner Welcome to the Fitbit Community Forums. 

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? 

[ahmehta]

I have similar problem.  From past 1 week my Fitbit band has started working very erratically.  It suddenly stops working and I get either blank screen or Fitbit Logo which doesn't go away.  I tried charging again, delinking and relinking pressing the button on the charger, but nothing helps.  Once or twice, it started working but again it stopped working. I tried delinking and relinking the device.  It worked, but in a few hours again it stopped working.

Could you let me know what could be the problem and how to sort it out.

ahmehta

[MarreFitbit]

Hi there, @ahmehta. Welcome on board! Thanks for taking the time to troubleshoot the issue with your Charge 5.

To better assist you, please try one more time the steps I recommend here (all as listed there). Then, please proceed to perform a factory reset on your Charge 5. To do, please swipe down from the clock screen to find the Settings app, on your Fitbit device, open the Settings app > Device Info > Clear User Data.

Once the above has been done, please proceed to set up your Charge 5. Keep an eye on your Fitbit device's behavior to see how it goes the next couple of days. 

[ahmehta]

 Thanks for the solution.  Right now the watch is working since yesterday night  If it gets frozen again, will try out your tips.  Thanks once again. 

[AndySam]

This has happened to me also today. I have a black screen and also tried everything, it's totally dead? Less than 6 months old!

[MindyZ]

I have the same problem. My FitBit has been acting irregularly the past week. I charged it and only 2-3 days after I fully charged it, died in the middle of the night while I was sleeping. I thought that was weird but then it happened again a couple of days later. I normally get at least 5 days out of a battery charge. It finally died and wouldn't turn back on. I hit the little button on the side of the charger 3 times to restart it and now it's stuck on the FitBit logo. I've had trouble with this Charge 5 six months ago too, and got it replaced. Not impressed.

[AndySam]

That is exactly what happened to me, I was half way through a workout, it
died. Dud the reset and then the logo came up. But then it stuck on that.
We have managed to get it going a couple of times but then it drains the
battery really quickly! Has died again now, so I have got a replacement
coming.

[mostlyok]

This just happened on mine. Tried the reboot. Stuck. 16 months old so warranty not an option.

[AndySam]

I would still got through customer support and see what they can do you.

[mostlyok]

Just got off chat. No help. Unit appears doomed.:(

[mostlyok]

After letting it sit all night I connected the charger and reset it again, it came on! and it was at 99%.

I wore it for 3 hrs and it died again. Have it on the charger again…. They sent me a 35% discount to buy a new one as mine is (of course) out of warranty. I have loved this Charge 5 but if it is going to die right again after a year, it might not be a not a good investment.

thinking Apple Watch now, but it has much more stuff than I need.

sigh…..

[markcox]

I'm now having the same problem.  Noticed problems the past two days trying to sync it with my app.  Is it fixable or do I need to get a replacement?  My Charge 5 is over one year old.

[RiekoC]

Hi & welcome @markcox 

Sorry to hear that your Charge 5 is having problems. If you haven't already done so, please try the troubleshooting tips in the previous posts. If none of those returned your device back to normal operation, unfortunately, I don't think there's anything else we can suggest trying.

Since your Charge 5 is already over a year old, it's likely out of warranty. If you contact Fitbit support, they will walk you through the same series of troubleshooting procedures. Once they confirm that none of the procedures fix your problem, they should offer you a discount (~35%) to purchase a replacement Charge 5 from the Fitbit store. 

[markcox]

I'm sure it is done.  I now have a red circle with an X in the middle.  I will call support.  Thanks for responding!

Mark