Charge 5 stuck on Fitbit logo

[bmmia]

My Charge 5 watch won't turn on. It did the firmware update and now the watch face won't activate. It appears that it is still syncing with my app and shows the battery at 92%. When I try the 3 button push on the charging cord to restart, the logo will flash briefly and then disappear leaving the screen black and unresponsive. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @bmmia. Welcome to the Fitbit Community Forums. Thanks for 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?

[bmmia]

I did as instructed and come to a prompt on my phone telling me to enter the pin on the screen of my watch to continue the process--- But as I said, the screen remains black.... I can't see a pin number and therefore I now can't do the setup for the watch at all. 

[bmmia]

Also, I did not do a factory reset. I selected the prompt on the app to update my software. Once it initiated that process all of these issues started. 

[RiekoC]

Hi & welcome @bmmia ,

Like you, the screen on my original Charge 5 became unresponsive shortly after doing the firmware update. Since you have already tried doing a reset using the charging cable, I suggest you contact Fitbit support. They may ask you to repeat doing a reset using the charging cable. Once they confirm that your device is still unresponsive and that your Charge 5 is under warranty, they should offer you a replacement tracker/pebble or a discount on a new device. If your Charge 5 is no longer under warranty, they usually offer a discount on a replacement. Note: the discount is on the full price, even if the device is on sale in the Fitbit store. 

So far, my replacement is working fine even after updating the firmware.