Charge 5 turns off during a run with GPS only

[Kidbat]

My Charge 5 started turning off during my runs when I use it without my phone.  I'll get done with a run and the screen is blank and tracker will not restart until I plug it into the charger.  It's not a low battery issue.  The last time this happened there was over 40% charge left.  The tracker will get a GPS connection at the beginning of my runs so I know it's making an initial connection without being supported by my phone's GPS.  This was the reason I bought the Charge 5 so that I could track runs with or without my phone with me. 

Any ideas for fixing this issue?  Thanks!

[michowl]

having the same issue recently. Online advice to reset the device doesn't work. Thinking of getting a different tracker.  

[Tricia58]

Having the same problem.

My Charge 5 tracks my walk for a while and then stops and dies, even though the battery has plenty of charged. Originally it had stopped tracking my walk on the map, I managed to rectify the problem, GPS had stopped working. Now two days when out walking after a while my Fitbit dies. The only way to bring it back to life is to charge it. There is always plenty of battery charge left when it is plugged in to charge so I don't understand why it dies. Also, the walk I take is usually over 2 miles, although when the Fitbit and mobile sync it states I have only walked a distance of 0.36 mile with a total of 6,099 steps, walk duration 47 mins, this was today 01/10/2024.
Monday (30/09/2024) 5,545 steps, a distance of 0.36 miles, duration 44 mins.
Sunday (29/09/2024) 5,249 steps, a distance of 2.04 miles, duration 45mins - This is correct for the time and distance walked

Why has my tracking changed from recording my distance on Sunday correctly to the recent incorrect distances?
Why is my Charge 5 dying during my walk?

At the beginning of September, I had no issues, GPS was working, tracking my walks which showed on a map and correct distance walked.  

I wanted to speak to someone on a live chat, but unable to as this message appears 'Chat support is currently not available.'  

Any help would be very much appreciated, thank you

[Tricia58]

Update - After signing in, I was able to chat online to Liz who was extremely helpful and hopefully has sorted out the problem with the Fitbit dying after a while. I have now got to 'test' my Charge 5 (going on a walk) to see if the problem has been rectified or persists.  Hopefully it will now work okay, but if not I have a case number should I need to contact them again regarding the above.  I did mention that there are some more people with the same problem and asked if it was possible for someone to come on the community page and try to help. 

If you have the time to chat to someone online, I would highly recommend doing so.  

Fitbit are having some issues related with Syncing, calories, Distance.  The are working on the bugs/issues.  

Hopefully I will be able to update you as to whether the dying problem was resolved.  - Good Luck!

[Kidbat]

@Tricia58, let us know if it gets resolved.  Last night I went for a run without my phone and the tracker GPS worked and everything got recorded as it should.  Heartrate wasn't right but that occasionally happens, and that's a different issue than the entire device turning off.  More importantly the tracker did not die during the session.  I don't know if it's resolved completely, but I'd like to rely on it working without phone support.  

Keep us posted on your problem, and anything a Fitbit agent may have to say.   Thanks!

[Tricia58]

Update - It appears that the problem of not tracking my route and my Charge 5 dying at a certain point.  It would only come back to 'life' after being connected to the charger has been resolved   I now tap on 'walk' make sure the GPS is switched on my Charge 5 and I am good to go.  Previously when my Fitbit stopped tracking I was having to  use both my Charge 5 and track the walk on  the Fitbit app.  My Charge 5 was also updated and now has the 'Readiness Score' on it. 

If you have the time, I would suggest speaking to customer services via their online chat,  the lady I spoke to was extremely helpful and took me through the steps to 'hopefully' resolve my problems.  I had to go into settings on the Charge 5, I think I cleared data but would not suggest you trying it without speaking to someone.   It was as though I was setting up my Fitbit from new, although all my previous data was still on the Charge 5 after we went through the process.  

Please let me know how you get on, good luck.