Charge 5 stuck on a red "X"

[question101]

After resetting and following all the instructions given by the Help desk, the Charge 5 has a circle with an X inside the circle. I am assuming the Charge 5 is DOA bit the Help desk did not tell me that in a direct fashion. Any guidance would be appreciated. 


Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hello there, @question101. 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. 

[question101]

Thank you for your response. One of the help desk reps suggested I delete
the Charge 5 from the App on my IPhone. I did this. In order to sync I had
to reinstall the Charge 5 but the App cannot find it even after
turning bluetooth off and on several times and using the steps to reset the
Charge 5. It is connected to the charger. After resetting, the Charge 5
screen went dark and is still blank. Before I had a white circle with a red
X inside the circle. I believe I am DOA. Any other thoughts?

[question101]

As stated in my last post, the Charge 5 must be DOA. After resetting, the watch face goes blank and then after 5 to 10 minutes, the white circle with a red X in the middle of the circle arrives on the watch face. The app does not and cannot communicate with the Charge 5 so I am DOA. I was offered a discount on products for which I have no interest - the only product that would be of interest would be the Charge 6 and the discount does not apply to it. 

What is most disconcerting is no one I have talked to or communicated with will tell me what the white circle with a red X in the middle of it means. It would seem to be a pretty simple thing that someone ought to either know or be able to find out what that means. I am pretty sure it means DOA and un-resolvable. I did believe the Charge 5 would last longer than two years but apparently not.