Charge 5 stuck on Fitbit logo

[JohnLastName]

So yesterday my Charge 5 was low on battery, and I removed it for a charge.

Later in the day, I went into check on it and all I saw on the screen was the logo.  I could not get it to pair with the fitbit app..   I searched the community and found the following instructions:

• Complete the three pulse restart method with the charging cable. 

That didn't work...it did "reboot", but it came right back to the Fitbit Logo

• I rebooted my phone thinking that might be an issue

That didn't work....same problem

• I shut down bluetooth and turned it back on

That didn't solve the problem

• I removed the Charge 5 from my Bluetooth pairing list and then returned to the app to try to sync

That didn't solve the problem

• I then removed the device from the fitbit app and tried to resync

That didn't solve it

I called customer service, and you just never know how technically astute anyone is and whether there is some developer debug mode available that they are unaware of.....so I'm tossing it out here......is there something that can be done to save this product from being added to the local dump?

This device is my first fitness device...and is barely 2 years old (and I didn't wear it for months due to surgery). 

Moderator Edit: Clarified subject

[HollyE.]

I have the same problem and have also tried all the same things. Interested to see if anyone has an answer! I also did not wear my Fitbit for an extended period of time, but it is essentially new. Such a shame if there is no fix… help!

[JohnLastName]

I agree Holly.   Not a fan of throwaway society, I like to fix things...and right now, this doesn't look like it is fixable.   Surprise there is no pinhole on the device to insert a pin to reset to factory default.   Really frustrating.   Customer service has offered a 35% discount off of my next one.....but a product that only last 2 years is going to need a more aggressive discount, else I'll be looking at another solution.   What I always liked about Fitbit is the features that you receive for the cost...but if the cost is artificially low because they break every two years, I'll just pay the extra for a more reliable device and not have to go through the hassle.

[DennisHOR]

I same your case. In the end, there was no solved problem, so I had to apply refund from Fitbit.

[ajdarb]

Hi mine is the same only showing logo , tried everything but nothing works. Just stopped and buzzed after I took a call in my car This must be a hardware glitch!

[JohnLastName]

I'm actually thinking software.  I have spent some time on the fitbit community today, wow, there are a lot of people who are experiencing major battery drain after the latest update.   I wouldn't be surprised if this is somehow linked to a software issue.   The problem with the design of this is, there is no way to "reboot" the actually devide back to some type of minimal heartbeat specification.  It would be very shameful, and environmentally callous if we are all tossing our fitbits in the trash for some software issue that is unrecoverable in the field and they just don't want to set up some type of a return policy because it is too human resource intensive.

[Ughfit]

Ugh!  So frustrated.  Same thing happened to me about 4 hours ago.  logo just appeared out of the blue while wearing and going about my day and is frozen in this state.  Can’t restart with any method given.  Won’t even show any charging status either.  What now?

[ajdarb]

Hi I’ve had no luck with the charge 5, now has a white cross in a red circle . My last Fitbit died one day , my next one if I have to buy one will be a Garmin , my husband has had his Harmon ages with no issues, I think they’re more robust. I’m annoyed about this because the Fitbit isn’t that old ☹️

[ajdarb]

Hi All IVe resolved my issues, I noticed the app had an update available so downloaded that and went through the restart process with the charger …. All now working and charge at…we’ll let you know if it changes Good Luck with yours

[JohnLastName]

Ajdarb...can you tell us what software version the app is?   I was looking at mine, and it was last updated June 6th.   I highly suspect, when I went to recharge on the 11th, it was the app software, and who knows, potentially new software downloaded to the watch, that caused the problem.   I do not believe I have a hardware problem....IMO this is a software problem, and Fitbit/Google is just to lazy to address it correctly.    My current App Version is 4.18.1 (110065489).  I found this by

1) opening the app,

2) selecting my name icon in the upper right hand corner,

3) Selecting "help"

4) Scrolling down to the "App Version".

[ajdarb]

Hi Mine is 4.19   41938005 that I downloaded from the App Store today. Might be they have realised an error and pushed out a new update but chose not to let anyone know 😕

[JohnLastName]

If you don't mine me asking...what type of phone do you have?   I have a Samsung S23.   Maybe they have yet to update my device...and with any luck....maybe it is coming (so I shouldn't jump at buying  a new device).

[ajdarb]

I spoke too soon, had died whilst on a walk . I have an iPhone not sure of the number😩

[slick142]

I'm having the same problem.Just started this afternoon screen.Just started blinking.The fitbit logo won't respond to reset charging or syncing ??? Could it be possibly going through a software update that we don't know about  ?

[ajdarb]

Hi , I’ve tried several reboots and apart from a brief few hours , it remains dead without the logo. If Fitbit care they need to fix this and let people know, unfortunately they don’t seem interested Let’s hope it is a software issue that will be fixed soon ☹️

[JohnLastName]

Get customer service on the line. They will give up to a 35% discount for
a new purchase. I'm not holding my breath for a fix...but I'm not going
to throw it away just yet.

Depending on what you need...if it is just fitness tracking...plenty of
other options. I have afib....so that the only reason I'd repurchase
fitbit.

[ajdarb]

Hi Luckily I purchased via John Lewis , they’ve been brilliant and refunded me , they offered a replacement but with so many having the same issues and the device being less than a year old, I’ve taken a refund and will try a Garmin . My husband has had a Garmin for over four years and no problems Good luck to everyone 

[slick142]

Remember when apple got in trouble for setting out software updates that would slow down their phones and drain the battery ? They did that.So you would purchase a new phone every 2 years . Seems like the same scam. I think I'm gonna get a different brand ? One without a monthly subscription.  I Don trust Google anymore.Sent from my Verizon, Samsung Galaxy smartphone

[slick142]

seems to me like the same game the cell phone companies were doing to get people to keep replacing there phones every 2 years ? They send out updates then your phone starts crashing every day until you think it's useless and you have to buy a new one every two years. She seems like a scam ? I'm going to shop for a watch that dosent require a subscription.  I have had more problems with this thing lately than is worth keeping it. Sucks cause I liked it.Sent from my Verizon, Samsung Galaxy smartphone

[kolly]

Hello everyone, need help with fixing the charge 5. It's stuck at logo, goes to charging and can select options from there, but once removed goes back to logo. Tried resetting it and pulse restart method as well. Any ideas on how to fix it?

Thank you