Charge 5 stuck on logo

[VikViking]

I was working out and all of a sudden my charge 5’s screen went black and unresponsive. I plugged it in and it is stuck on the logo. I tried restarting it by pushing the button on the charger 3 times but it just comes backs to the logo each time. Has anyone had this issue? Please can someone help, it’s very frustrating.

Thanks in advance!

[EdsonFitbit]

Welcome to the Fitbit Community, @VikViking.

Thank you for informing us about the difficulties you experienced with your Fitbit Charge 5 and for the troubleshooting steps you’ve performed.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Have a nice day.

[spurks]

I've got the same problem. I've tried the three button cycle repeatedly, all it does is restart and then stay stuck on the logo again.

[EdsonFitbit]

Welcome to the Fitbit Community, @spurks.

If you restarted your Charge 5 without luck, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[spurks]

I've worked with the tech support which was unable to resolve the issue and am getting a replacement as it was still within warranty.

FYI for the others out there with similar problems they first recommend the 3 button press a second apart restart thing, then trying to change the clock face, then resetting the Bluetooth, checking phone settings, and finally reinstalling Fitbit app on phone, none of which helped as with the device stuck on the logo it wasn't communicating with the phone anyhow. 

Glad to be getting a replacement but as I'm not the only one I hope that whatever software or hardware issue on the Charge 5 itself caused it can be resolved. 

[Anthropologist]

Thanks for sharing the troubleshooting instructions. Mine should also be under warranty, but this is disappointing. Sounds like a hardware defect, and I'll be unable to track workouts in the meantime.

[EdsonFitbit]

Thanks for your response, @spurks.

I'm glad to hear that a replacement will be sent to you. Thank you for letting us know.

Thank you for visiting the Fitbit Community, @Anthropologist.

Our records indicate that Customer Support is currently providing assistance to you via email. They will let you know how to proceed as soon as possible.

Have a nice day.

[VikViking]

I’m able to return mine for a new one as well. Just hoping that there will be no issues with the replacement!

[spurks]

I haven't done anything with my charge 5 since tech support wasn't able to resolve the issue except leave it plugged into the charger with the fitbit logo displaying for the past 2.5 days. To my surprise the fitbit alarm went off this morning so I checked it and all seems to work again with a backlog of clockface changes bluetooth syncs and so on. Not sure what happened but whatever process it was stuck on it seems to have moved past. It now communicates with the phone again and syncs etc.... 

My replacement charge 5 should be here over the weekend and then I can send the current one back but wanted to relate the above info for folks that may be outside the warranty period to perhaps just leave it on the charger for several days and maybe it will somehow resolve itself too. I didn't even touch the darn thing post tech support so I guess it must be some software issue for some internal process that caused it to be stuck on the logo for so long without communication with the phone. Hopefully when my current one gets back to the fitbit people their techies can hopefully look at whatever internal log of processes may reveal something as the culprit. 

[VikViking]

They sent you a replacement right away? They told me to ship mine back (which I have done) and then said I’d receive an email with the next step. Strange that the procedure isn’t the same for everyone…

[spurks]

This thing has happened again with the replacement now. It happened a week ago, was using it outside while working, came down for lunch and the screen was just blank. Put it on the charger and next day the fitbit logo was there and it was stuck on that. After a week of restarts just for it to be stuck on the logo it finally got past that today. It only worked normally for about seven hours until I was working outside again, and it's again stuck on the fitbit logo when I force restart it. 

I'm a farmer so I work outside regularly which is why I've enjoyed this tracking my steps and calories burned so I adjust my food appropriately depending on how hard I was working as well as how hard my workout regime was that day. The Charge 5 has handled scores of really hot days outside working with power tools so not sure what I was doing that could have caused it to go bad again. 

Real shame, I like this product but if this is a persistent problem with the Charge 5s then it needs a serious software or hardware fix. 

[VikViking]

That’s really frustrating. My replacement has been fine although occasionally it isn’t able to detect sleep data but that hasn’t happened in a while. I like the charge 5 but if mine gets stuck again I think I’ll be looking at a different brand…