Charge 5 stuck on update

[greycat1111]

Hello. I just bought a brand new Charge 5. Tried to connect it to the app for the first time and it asked for a firmware update. It has been more than 2 hours now (while still connected to the charger) but the progress bar doesn't change. I noticed that around the time it reached 50% (like after 20 minutes from the start), the device vibrated a few times.

I have tried to restart the device (by 3x pressing the button at the end of the cable), it restarted but immediately going to the same update screen.

Is there any way to solve this issue?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @greycat1111. 

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

Let me know if you're still experiencing this problem with the update. In addition to the three pulse restart you mentioned, please make sure that you've exhausted all the troubleshooting options shared in this article, as this has been useful for other users. 

I'll be around. 

[greycat1111]

Hi Davide, many thanks for your response. I didn't see any troubleshooting options for Charge 5 on the link you shared, but I can assure you I have tried to restart my phone, turning off the Bluetooth, trying using other account, even trying to update through my other phone and iPad (but the charge 5 didn't even being discovered). 

My situation remains the same as of today. Is there a way to resolve this? Wonder if it's possible to force the update through PC (I noticed the fitbit app is no longer available on windows store and there's no option to do so on the website's dashboard). 

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haven't received any response, I assume my fitbit is totally dead then?

[Eimear1911]

I just bought a new charge 5 same day as you and its just not working either. Having the same issues, won't work, won't update, just stuck on a black screen even though the app is recognising it as being on. 

Have also tried the things you have, so annoying!

[appl1747]

I have the same problem - Charge 5 stuck on 3/4 of a bar during update, 3 pulse restart just flashes the screen and get me back to update bar. What else I can do? Phone won't even see the Fitbit anymore, so Fitbit app says please connect your Fitbit to charger.

[DavideFitbit]

Hi everyone, thanks for all the information provided and for confirming that you already tried all the steps suggested here earlier. 

In this case, if you already tried the restart, or changing the clock face option and you continue to have the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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

I hope we can get you back on track soon.