Charge 5 stuck on black screen

[bbinder]

I have had my Charge 5 for a couple weeks and everything has been working fine. Today however the screen is just black. I have tried restarting it by connecting it to power and pressing the button 3 times. When I do so the device vibrates after about 10 seconds, and then the fitbit logo appears for about one second, but then it is back to black. I have left it to charge for several hours but that did not help. I cannot connect to it from my app. The only other detail I can provide is that the green flashing light on the back is still working.

[SilviaFitbit]

@bbinder Hi there. 

Thanks for the details mentioned and the troubleshooting performed prior to posting. I was able to see that you've been in touch with our Support team, please continue the communication with them, this to avoid any confusion. 

See you around. 

[KrisWagner]

I’m beyond frustrated with this issue.  I can’t even stay connected to give them information on the issue.   Support had me change the clock face and it looked like it worked but moments later I got this. 

“Unable to connect to Device
Error connecting with Device.
Please make sure your Fitbit is
nearby and powered on and then
please try again”

so we return these and go back to version 4?

[bbinder]

I did contact support on Saturday after letting the device charge all night with no luck Saturday morning. I received a response back telling me that due to current support backlog I should expect a response within 7 business days. I returned the Charge 5 and upgraded to a Versa 3. It was $50 more, but so far this model works great. Ironically, support contacted me Saturday afternoon.

[sspalermo]

I had this same issue. Contacted via chat Fitbit, and they had me change the clock face as well, which of course did nothing. After going through several things, they said someone would get back to me and it has been over a week and nothing. I am probably headed to the store to return this one and get something else. So disappointed.

[BittheDust]

Crashes to blank screen nightly, Charge 5 comes back to life after putting on charger though all data overnight is lost.

Per support, troubleshooting steps:

Reboot

New clock face

Clean fitbit contacts

Wipe out bluetooth profile and rebuild

Press button on charge 5 (really?)

Make movie of it not working and wait for email from Tier 2 support then email support the movie

Emailed support for an update, pending response

I attempted to chat with support for an update and get a 404 error

[KrisWagner]

It really is embarrassing

[tylernow]

Same issue with mine. This seems to be a common problem with the Charge 5.

[KrisWagner]

they replaced mine at no cost awhile ago.

[DavideFitbit]

Hi everyone, thank you for your feedback and for all the information that you've provided about the inconvenience that you've been experiencing with the new Charge 5. 

It seems that many of you have already contacted the Customer Support team for further assistance with this. 

In this case, if you already tried the restart procedure (using the charging cable) and you continue to experience the same problem with the display, I recommend that you reach out to our Support team so they can let you know how to proceed or that you continue the communication with them of you already have a case created. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day. 

[Melmol]

Online support is none existent so how can this be rectified ?? Poor 

[DavideFitbit]

Welcome to the Fitbit Community forums, @Melmol.  

Thank you for sharing that you've been experiencing the same inconvenience with your Charge 5. 

Could you please provide a few extra details? Did you receive any error message when trying to contact the Support team? 

Before considering other options, I recommend that you try restarting the device again using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

I'll be around. 

[sspalermo]

I did this method several times prior to contacting service. I explained
that to the person, and they couldn't help me and would escalate it to
someone else. I finally heard back about a month later, and I had returned
it by then.

[DavideFitbit]

@sspalermo I'm sorry to see that it took so long to receive a response from Support and that you had to return your device due to this inconvenience. 

Thank you for sharing this update and your feedback. 

Have a good day. 

[QSC]

This has just happened to my Charge 5 as well.  Support said someone would get back to me without asking for any contact details,  Apparently the case number is # but not impressed.  Only sign of life is green light on the back flashing occasionally.

Moderator edit: removed personal info

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @QSC.

Thank you for confirming that you're experiencing the same inconvenience with your Charge 5. 

It's good to know that you already contacted the Customer Support team. In this case, they would be contacting you using the e-mail address in your account. 

It seems that you've been in touch with the Support team recently and they've been providing you with some instructions. They will let you know how to proceed. 

Have a great day. 

[Disappointed555]

I had an update to apply, this is a Fitbit bug that has happened to me before. 

It unfortunately took about 3 attempts to get the update applied.  Over an hour later and things may be back, but we shall see. 

As a backup I've started charging my old Withings watch.

[DavideFitbit]

@Disappointed555 Thank you for sharing this update and the steps that you've tried so far. 

Let me know if you continue to experience the same problem. 

I'll be around. 

[Mardieoc]

I am trying to connect my new charge5.  I can get to having the Fitbit logo appear and then the screen goes black. Nothing.   I can not connect /pair because I can not get the 4 digit code.  I have done the "tap 2 x on the face of the fitbit, done the manual reset (push button 3x), reinstalled the app on my phone, powered down the phone.  Can't get anything to work.  It is Christmas day (this was a present) . I hope you can help me get this working.

[DavideFitbit]

Welcome to the Fitbit Community forums, @Mardieoc. 

Thanks for sharing that you've been experiencing the same inconvenience with your Charge 5. 

It seems that you were able to get in touch with the Customer Support team as well and they've provided you with some instructions. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

See you around in the Community.