Charge 5 stuck on logo - not blank screen

[nancya59]

A few hours ago, I checked my fitbit and all was normal.   By now, the logo is displayed constantly - not flashing - just constant display of the logo.  The screen never goes blank.

I tried to restart the fitbit by connecting to the charge cable and pressing 3 times.   I feel the vibrations and the screen goes blank for a moment, but then the logo reappears and remains.   I did this many times but the same thing happened every time.

I read other posts about being stuck on the fitbit logo.  Several reported the screen is blank.  That is not the case with mine.  The logo shows continuously.

One post talked about doing a factory reset without unpairing.  I was not doing this.  I was just in the middle of a normal day.  I noticed the logo when I looked at my watch to check the time.

I tried to follow instructions from that post anyway.  I unpaired the device in the fitbit app.   I turned off the bluetooth on my phone and then turned off my phone for several minutes.   While waiting with my phone off, I tried to reboot the fitbit again with the charge cable.  Same result - the screen went blank for a moment and then the logo reappeared and stayed.

I restarted my phone and tried to re-pair from the fitbit app.   Now the fitbit app cannot find any device to pair.  

I tried the reboot about 20 more times...    I have no idea what to do now.   The logo is now still showing continuously as I type this request for help.    It is no longer connected to the charge cable now.   Maybe sometime will be different after the battery dies?  

[nancya59]

A few hours later, it came back.   

If the device was updating or something, it would be better to indicate that in a different way.   Like scrolling the word 'updating' or something obvious like that.  

Bottom line, I have no idea what caused this or what resolved it, but it was unavailable for at least an hour and perhaps as long as 5.5 hours.

[petersu12]

Thanks for posting this nancya59.  I am having same problem, but not resolved yet.  Did try live chat and answer was just go buy new Fitbit.  I even referred to this posting to show at least two people are having the same problem today.

[Rhsnancy]

So out of the blue my Charge 5 shows the logo and won’t do anything else. Can’t restart.  I’ve tried all the suggestions given. Support was of no help but they say I can buy another one at 35% off. Why would I. This is the second one I got. The first one stopped working after 9 months and this one again stopped working at 9 months. For the price it should last longer than that. Apple Watch here I come. 

Moderator edit: format

[DavideFitbit]

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

Thank you for all the details that you've provided about this issue with your Charge 5. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback regarding the quality; comments from users are always useful to continue improving the quality of products and services.

[Rhsnancy]

The quality of this product needs to exceed 8 months.

Sent from my iPad

[Mark0Donnell]

Exact thing happened with my charge 5 about an hour ago.  

[sancho2]

my Fitbit five will not sync today. Is there something wrong with the app, are they upgrading that’s causing this problem? I would like to know the answer to that before I spend time disconnecting and reconnecting, etc.

[Rhsnancy]

You think it has something to do with the Google switch over.

Sent from my iPad

[Mark0Donnell]

Yes, I think so

[nancya59]

I thought that this problem resolved itself, but my Charge 5 returns every day to the logo screen, usually for MANY hours at a time.   For the past 2 days, sometime between 4pm and 5pm the logo appears, and it remains until after I fall asleep at night.   The first night, I woke up at about 2:30am, and the logo was gone.  Last night, I woke up at about 2am and the logo was gone.   The logo held the watch for at LEAST 6 hours on both days and maybe as long as 9 or 10 hours.

Yesterday, I noticed that my profile was ready to move to my google account.   Wondering if that was part of the problem, I moved to my google account.  There were no problems with that process but after the logo returned later in the afternoon, it seems that was NOT part of the problem.

Having the device unavailable for hours each day is not something that can continue.   If it is trying to update, should I assume it is failing and just retrying every day?   Is there anyway to KNOW what it is trying to do?   And if that action failed or succeeded?   (In other words, is progress being made toward a larger goal or is it just trying to do the same thing over and over and never succeeds?)

------------------

I accidently posted out of order.   I hope that petersu12 is not continuing to have the problem also, but I wonder.   

3pm... the logo is back again....

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @nancya59. 

Thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps.  

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they were able to provide you with some instructions. In this case, they will let you know how to proceed. 

[Letbet1065]

I’m having the same problem, it started today 

[luciahito]

I am having this problem after two days. A different problems from the several others I had after a month …. Very disappointed 

[SunsetRunner]

I’m having this same issue today as well. Was working just fine, 15 minutes later it was non responsive, I had just charged it yesterday. Plugged it in and the Fitbit logo just appeared, has been there despite factory resetting, removing from app and unpairing from phone, starting my phone over, etc. guess I’ll wait a few hours and see if it resolves itself. If not and I call in AM and customer service tells me to buy a new one, too, I’ll probably just switch over to an Apple Watch. Sucks to lose all my data from so many years with multiple Fitbits but honestly this is less than a year and half old and kept in good condition, it shouldn’t be glitching with no resolution other than “buy a new one.” 

[Grilsk]

I'm having exactly the same issue. Came back from the gym this morning and battery was low, put it on charge and the logo screen appeared. That was about 5 hours ago and no chang. Have tried re-set, unpairing, turning bluetooth and phone on & off. Maybe the last Fitbit I have as previous just stopped working.

[DavideFitbit · Accepted solution]

Hi everyone, I appreciate the information provided about this inconvenience with the Charge 5 and the display being stuck with the Fitbit logo. 

It seems that some of  you have already tried some general troubleshooting steps, thank you for sharing those steps. If you're new to this thread, please make sure that you've exhausted the troubleshooting options listed here below and let me know if the issue persists:  

1. Complete the 3 pulse restart procedure using the charging cable. 
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears and complete any update if needed. 
5. 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. 

There's also a different combination of steps that could be helpful with this problem; 

1. Hold on the button (or charging cable button) until you see the Fitbit Logo blinking (up to 15 seconds)
2. When you see the screen blinking, release the button, wait 1-2 seconds and then hold the button again until you see the circle screen (up to 5 seconds).

[Stujamieson]

Still the same. Is there a fix for this. 

[Grilsk]

I have had contact with Fitbit and am returning my Charge 5 to be fixed replaced. Fitbit Support (@FitbitSupport)

[DavideFitbit]

@Stujamieson Thanks for sharing this update. 

I just added a few new steps that are helpful with similar issues. Could you please try the following combination of steps? 

1. Hold on the button (or charging cable button) until you see the Fitbit Logo blinking (up to 15 seconds)
2. When the customer sees the screen blinking, release the button, wait 1-2 seconds and then hold the button again until you see the circle screen (up to 5 seconds).

@Grilsk Thanks for confirming that you were able to get in touch with the Customer Support team and that you'll be receiving a replacement.