Charge 5 stuck on the Fitbit logo

[Debbieg81]

The tracker is just blank, however when plugged in on charge the fitbit logo continously flashes and the tracker vibrates, Tried to reset, removed device from the app,uninstalled and reinstalled app to phone but nothing seems to be working 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Debbieg81. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your new Charge 5 is not responding. I understand your concern, I will do my best to help you with this!

Have you tried charging your Charge 5 for a couple of hours? Please note that sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). I'd recommend putting it on to charge on a charging wire and outlet known to be working.  Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

When it has had two hours, try restarting your Charge 5. I would recommend trying this maybe twice in a row if a first try doesn’t work.

If you think that your Charge 5 is not charging, see Why isn't my Fitbit device's battery charging? 

Let me know if you keep seeing the Fitbit logo after trying the steps above. 

[Lislu20]

I had the same problem.  Now it won’t respond at all and I can’t restart it. 

[Gill30]

Me too! Just suddenly went blank yesterday and couldn't get it to restart. Tried uninstallng and reinstalling but no good. After continuously trying to restart by 3 button press method last night eventually got white cross in red circle. Couldn't get rid of this so had to disconnect in app. Kept trying restart again and then got continuous fitbit logo and vibrating. Still like that this morning! Mine is not new. Have we had a recent update? Help please. Gill

[Gill30]

Ps. Mine been on charge all night now and still not cleared. Won't respond at all now and can't restart

[Debbieg81]

It has been charging all night and still the same this morning. I reinstalled the app again yesterday evening and noticed that the app had logged steps even though my watch had not moved all day..not sure how that happened! The face on the watch is still flashing on and off with the fitbit logo and vibrating when plugged in but then just blank when not plugged in.I seem to have tried everything but not having any luck at all.

[Debbieg81]

I should mention aswell that I have been unsuccessful when trying to reconnect the device to the app as I disconnected everything yesterday. Thanks 

[Lislu20]

Hi.  I had an on line chat with google reps last night.  They recommended all the usual.  At first nothing worked.  Then I followed the cleaning advice and it finally restarted.  However when I removed it from the charger the display was visible, but no response lights for reading my data.  The time wasn’t working either.   They couldn’t replace it as the warranty was expired.  They have sent me a 35% off a new device voucher.  So this suggests they know this is a unfixable problem.  I had to leave it off because it kept flashing with the Fitbit logo.  This morning I have put it on charge. I had to restart it again, but it did install a new clock face from the app.  Once it is fully charged I will see what happens, but there are still no lights coming from the conductors.  I think there will be a lot of replacements needed!

[Gill30]

Hi. 2 years ago I received a 35% voucher for my next purchase. My Charge 4 was 1 month out of warranty! Again, my current Charge 5 is 1 month out of warranty! 🤔 Are these things set to fail after 2 years? One wonders! If this does not pick up and start working  i won't be buying another Fitbit as I cannot justify paying over £100 for a watch every 2 years. I'm not a youngster who needs to keep up with the latest and will go for a cheaper version next time. Lack of support on some of these posts is very disappointing. Any more suggestions Fitbit/Google?

[Lislu20]

I posted in the forum, so you may have seen. I contacted google through chat. Same advice regarding restart, plus cleaning, which did bring it to life. Still stuck, not working, time not updating, it syncs, but does not collect data as connectors are dead (no green lights). I think everyone with this issue will be forced to get a replacement or discount voucher. It would be a good idea to report to them through chat. The reps are very helpful, despite not being able to fix the issue.
Sent from my iPad

[Lislu20]

That is exactly what they seem to be set up to do.
Sent from my iPad

[Lislu20]

Hi

I posted a reply in the forum, but basically mine is now alive after following the can’t advice for cleaning. Flashing logo, display, but time stuck. It hasn’t got any green lights at the conductor points, so isn’t working. I will have to get a new device. Probably not a Fitbit, which is a shame. I am 100% sure it’s an external issue.
Sent from my iPad

[Gill30]

Hi. Thanks for the advice. Where would I find the cleaning advice please?

[Lislu20]

The guy in chat told me what to do.

Gently Clean the underside of the device with water and a toothbrush. Dry.

Clean the pins on the charger with a cotton bud and alcohol. Make sure not of the cotton bud is left behind.

Put the device back on charge and do the restart technique if necessary.

On for a second, off again, repeat 3 times. Wait 10 seconds. Device should come on. Good luck. Mine is staying on, time works. But it is no good because it doesn’t read my biometric data or steps or anything.
Sent from my iPad

[jrallan]

I have the same problem and spoke to an agent, my charge 5 is useless. Coupon sent to me for a discount. Not sure if I’ll purchase another Fitbit. Thought it would last longer than a couple of years. So disappointed. 

[Stevensc]

Has there been a software update recently? Because this happened to mine (and lots of other people) almost exactly 2 years ago after an update. I managed to get a replacement from Fitbit because absolutely nothing would fix it. I turned off automatic updates after that. 

[jrallan]

No recent updates. Can’t be fixed is what Fitbit said. 🤨

[ruthlodwig]

I totally agree. My charge 5 is 7 days out of warranty and has given up on me with the same issue. It was a replacement because the last one was just about within the warranty. This means no replacement this time. I’m at odds with what to do!

[RiekoC]

Hello @Debbieg81 , @ruthlodwig , @Lislu20 

Since none of the standard troubleshooting has worked, there's an unconventional method that a user tried - exposing the Fitbit to freezer temps. In this thread (<-- click), the user explained what they did. This method has worked for some, but not all users. Still, it might be worth a try. 

[ruthlodwig]

Thanks for the suggestion. Mine has eventually started working again. I
didn’t do anything different. I just repeated everything I did yesterday.
I’m not totally convinced that it will continue to work because so many
have the same issue within days of each other.
Thanks again for posting and I’ll certainly try the suggestion if mine
fails again. 👍