Charge 5 stuck with logo on screen

[shahzam04]

Charge 5 stuck with logo on screen.  Reboots have been unsuccessful

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @shahzam04. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried the restart a few times. 

Before considering other options, please try these additional steps that have been useful for other users:  

1. Complete the 3 pulse restart procedure again. 
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 > Tap to see if a firmware banner appears. 
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. 

[MXC29]

I am having the same problem a few days back and now my Fitbit is alive back.

What I did ?

I fully drain the battery of the watch by leaving it untouched.

When I charge it again..the watch is back to normal again.

Hope this can be applied to you too... Good Luck.

[DavideFitbit]

Welcome to the Community forums, @MXC29. 

Thanks for taking the time to share your feedback and experience with this. I'm sure this will be useful for other users as well. 

See you around. 

[shahzam04]

Thanks very much! I had actually stumbled upon this too, but it only lasts about a day or two, and then reverts back to frozen logo. I was able to contact the chat line and it turns out I’m eligible for replacement under warranty. But thank you for your reply!!

[DavideFitbit]

@shahzam04 Thank you for sharing this update. 

I'm sorry to see the troubleshooting steps were not successful, but it's good to know that you'll be receiving a replacement soon! 

See you around in the Community. 😁

[MXC29]

I have found out the cause of it.

I wore the watch for swimming. The watch started to reboot and stuck at boot screen. Manage to get it alive back after drain the battery and charged it back.

Went to swim with it again.The watch turned off this time and no response after that. I tried charging it, rebooted it by clicking the button on the charger. The watch couldn't start. no vibration, no boot screen.

My watch was replaced as it is under warranty.

The replacement got no problem with swimming.🙏

[Yo12]

I have the same problem, I have been through all of the troubleshooting steps, I did the 3 presses in 8 seconds. 
I get the Fitbit logo for maybe 1 second - apart from that it is completely unresponsive 

I ordered my Charge 5 on 24 October 22, and it has had the above problems out of the box.

this is not good enough for a $270 watch. 

I am about to buy an Apple Watch because clearly Fitbit are a waste of money and buying Fitbit is basically throwing away $300 each time. 

Moderator edit: format

[DavideFitbit]

@MXC29 Thanks for all the information and updates provided. It's good to know that you've received a replacement and that it's been working properly. 

@Yo12 I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've shared some instructions with you. In this case, they will let you know how to proceed and I recommend that you continue the communication with them. 

See you around in the Community. 

[KingKong9]

I have the same issue and was able to get the Charge 5 to recover a couple times after fully draining power and re-connecting via the App, but just keeps going back into stuck logo mode.  My Charge 5 is just over a year old and so outside the 1 year warranty which is unfortunate as this appears to be a common problem without a fix.  For now, I am left reverting to my Charge 2 which is still working without issue after 8 years and does not make sense to buy another Charge 5 if they don't last very long.

[Yo12]

My charge 5 never recovered - even after troubleshooting steps carried out, 

I now have an Apple Watch - no trouble at all for the past 6 months