Charge 5 stuck on Fitbit logo

[RyuMelb]

My Fitbit device is only just over a year old, but for the last couple of weeks it has been intermittently dropping out, with only the Fitbit logo showing one my screen. During this period, no data is recorded, including step data, so my metrics during this period have been completely inaccurate. Charging seems to temporarily result in the home screen reappearing but this only lasts a day or so before happening again. I have checked if it needs to install an update but my app indicates no update is pending. I am sick and tired of this as it is time consuming, frustrating and pointless recording inaccurate data. If anyone knows a fix I would e grateful for assitance. 

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @RyuMelb welcome to the community, you do not mention the % battery reserve you are seeing in the Fitbit app, may I suggest you check if it is charging? Why isn't my Fitbit device's battery charging? - Fitbit Help Center provides advice & guidance.

Try restarting your charge 5 How do I restart my Fitbit device? - Fitbit Help Center provides guidance. This Video demonstrates.

Let us know how you get on.

Cheers

[RyuMelb]

As the Fitbit app on my phone won't synch it is difficult to tell what the battery % is, however, it appears to occur anywhere between 40% and 20%. And as I said in my original post, I am able to recharge my device and tjat temporarily resolves the issue. I have also tried restarting my device and my phone and this has not resilved the issue. 

[Gr4ndp4]

Hi, @RyuMelb thanks for the update, allowing your Charge 5 is getting juice & you have restarted your device the absence of syncing may be due to another cause. This article Why won't my Fitbit device sync? - Fitbit Help Center offers guidance, advice & links.

Syncing takes place over Bluetooth to your phone & then onto the Internet via your phone's connection. If you are on WiFi subject to a sound link this is usually the best way. If you are using your phone's data allowance on 4G or 5G it is less reliable depending on where you are. I recommend you visit your Fitbit App (you do not mention the make, model & OS of your phone) If you have an Android phone go to settings>Apps> Fitbit>permissions, ensure all are allowed>Storage & Cache, clear cache>Mobile data & WiFi, ensure background data is on and Unrestricted data usage is on - make sure your data account has funds>App battery usage, set at unrestricted. I'm sorry I can't advise how to achieve this on an Apple device as I have no experience with them. There is an iOS board here. Syncing requires an internet connection to Fitbit's servers.

I hope this helps, let us know how you get on.

Cheers

[RyuMelb]

I think you have misunderstood the nature of the query. It is not about synching. It is about the fact that on an almost daily basis, my Fitbit device does not display the homescreen, it only displays the Fitbit logo - during which time recording of data and synching is not possible. I have tried checking to see if an update is pending; I have tried turning the device off and on again; I have tried turning my phone off and on again - none of these works. The only thing that appears to temporarily resolve the issue is charging my device for an hour or so...but within 24 hours or so it just happens again - the homescreen disappears and all I get is the Fitbit logo slowly flashing on and off. As my device is only just over a year old and as I am not sure why this is happening and I really wish there was a way to stop it from happening.

[SunsetRunner]

I have the same issues - Fitbit alternates between Logo or just flickering lines.

[Gr4ndp4]

Hi, @RyuMelb, Thanks for the update. Re-reading your posts it seems to me that your Charge 5 is only intermittently syncing, thus my advice on reviewing the Fitbit app settings in your cellphone. Allowing you have followed through on my earlier posts your best next move is to contact "Customer Support" and use the chat facility or phone for a prompt response, it's a good move to note the steps you've taken & the results so you can brief the agent accurately.

I hope this helps.

Cheers 

[Gr4ndp4]

Hi, @SunsetRunner welcome, have you followed through on my earlier advice?

Let us know.

Cheers

[SunsetRunner]

Your advice is completely irrelevant and you clearly haven't understood the issues.

The device is either stuck on the Fitbit logo or showing a black screen with white lines and completely unusable in both instances. 

Thanks though 👍🏼

[RyuMelb]

Per my previous post, I have taken all the steps you suggested and done other things - however, as I also stated in my most recent post, the issue is not about synching, it's about the fact that the device is constantly displaying the Fitbit symbol for no apparent reason, during which time it does not collect data nor am I able to synch it from my phone app (Android), not am I able to access any functions on the device. The only thing that seems to temporarily fix it is to put it on the charger for a couple of hours.

This is extremely frustrating. Even as I type this, my device has been frozen for at least an hour, displaying only the Fitbit symbol and unable to synch or function in any way. I have been very active during this period doing work, but none of this activity or related health data will now be recorded! 

Guess I will have to contact customer support! 😤