Charge 5 stuck on a red "X"

[Nanafit54]

I have an “X” in a red circle on the screen, does anyone know what this indicates.  Seems to be frozen!!

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Nanafit54. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5.

There are some general recommendations that are usually helpful with any type of display issues. If you haven't done so already, please try the steps listed here below that have been useful for other users:  

1. Complete the 3 pulse restart procedure method using the charging cable.
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, please try tapping on your profile picture > Charge 5 > Tile to see if the firmware banner appears (since a new firmware version has been released for the Charge 5).
4. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

[Pequila]

What if none of these steps work?

[Petersg45]

Did not work for me

[Jsj67]

Did not work for me either. 

[Keaka]

Your recommended solutions 1,2,3 and 4 do not change my frozen Charge 5 display, which shows a white X within a red circle.

[MarkSir62]

I just got my charge 5 today. Same problem you guys had. Did you ever figure it out???

[pixijo]

I let it go to dead, then put in on the charger and did the restart steps. Charges now, but won't keep a charge for more than a few hours and the green light on the sensor will not turn off. Hoping they figure this out soon. 

[Keaka]

Nope 🙁

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UPDATE: TAP SLOWLY!  The pulse restart procedure did eventually work for me. 

[SunsetRunner]

Bought charge 5 today, white X in red circle out of the box. None of what is being offered changes this.

UPDATE: Upon reviewing, we confirmed that your device has met the requirements for replacement.

UPDATE: Replacement arrived but it too shows white X in Red Circle, I have now requested a Refund from where I bought it.

[laurag]

Nope, not working for me either. Mine died at its last sync on 7/14. I've been trying the pulse restart and only get a slow blinking Fitbit logo screen and after about 15 - 20 minutes it goes back to the red x with a white circle. Can't sync or change the clock face style. I'm stuck with a completely dead device

I just spoke with customer support. They claim that this is caused by a failed firmware update. Since my device will not sync or can not be reset manually I no longer have a working device. Horrible customer service for a company that I used to love and respect. I have been a Fitbit customer for 10 years and now due to their failed software update my device is unusable. I was not able to receive a resolution via phone support. All I was told is that they would email me with my options. Unbelievable!! 

[Keaka]

As product support trends towards minimal in this post-pandemic era it
definitely is exacerbated by any software update errors, combined with mass
personnel resignations. I have faith that Google will "make it whole
again". 🤔

[colonelJK]

What number did you use to reach customer support, please? I have tried all recommendations and still have the red circle and white X.

[SunsetRunner]

Hello, I contacted them through the app, this was the only way to contact them, they sent another one BUT it too just shows the white X in a red circle, I am now waiting on a refund, after my charge 4 broke I thought charge 5 would be better but sadly not. 

[BtRed6142]

I reached out through the support page chat.  I am also seeing the white X and red circle.  I tried the trouble shooting recommendations with no success.  The support team told me that my watch is out of the warranty period so I am out luck.  Their firmware update breaks my watch and now the answer is "I am out of luck"?  How can I justify replacing it with another fitbit???

[SunsetRunner]

Hey, yes 100 % my charge 5, straight outa the box did not work after 2 mins white x red circle, contacted customer service sent video, said qualifies for replacement, 7 days later receive replacement, 2 mins after turning on red x in white circle, contact customer service send video yes qualifies for replacement, Me- um NO I’m not doing this again due to failed software uninstalled on your end, Oh it’s isolated and uncommon, Me- um no it’s not it widespread on the internet and even your Fitbit forums. Ok here’s a reference number for your refund- So next day had a 40mm SE Fruit  dropped off and is working flawlessly, I will never return to Fitbit after this experience, charge 4 was good for 3 years, charge 5 couldn’t even last 3 minutes straight out of the box. They destroyed their own brand with the charge 5 and failed firmware. 

 

[Keaka]

I cut my losses and bought a replacement Charge 5, since my old unit (which
I really liked) was 2+ years old.

[BtRed6142]

Is your new one working?  I am struggling to replace a watch that isn't even 2 years old with another one that might not last.  I also had a Charge 3 that worked for many years before this... 

[Keaka]

Yes ---- works!

[dstaubitz]

This DID NOT work for me. It seems like it hasn’t worked for anyone else, really, either. I just updated tonight and now I wish I hadn’t. Has anyone figured this out?