Charge 5 - unresponsive after an update today

[Julie_5]

I tried updating my Charge 5 today (19 July 2022). It got stuck in the process at 80%, device is unresponsive and manual restart (via the cable) doesn't work. Do you have any advice how to solve this issue?

[makou]

Hi, maybe a hard reset would work. It's a bit extreme, so maybe someone has a better idea.

For this, plug your Charge like when you charge it, and press the cable button 3 times, waiting 1 second each time.

Wait for 10 seconds and see if it restarts.

You will loose the data stored in your Charge, though.

EDIT : sorry, I got all mixed up. I think that's exactly what you have tried to do... And you're right, it's a restart, not a reset.

Sorry for the confusion.

[Julie_5]

Yeah, already tried that (multiply times), no success. It restarts and I'm back to where I was (update progress at around 80%).

Also, I can't update the firmware again in the app, the button is greyed out (not active, not clickable). Any advice in that?

[Edmond]

So even the 3 pulse restart cant save it? You probably should contact customer support right away. 

[Julie_5]

Thanks, I did contact the support. They were fast. Apparently this can't be fixed (!). I'm eligible for a replacement.

[makou]

Ok, thanks for letting us know.

They're generally very fast in sending the replacement too.

[MikJ]

Same thing as just happened to however i did get the full install and a completed message, the screen is now not responding.

[makou]

Have you tried restarting it ?

If not, plug your Charge like when you charge it, and press the cable button 3 times, waiting 1 second each time.

Wait for 10 seconds and see if it restarts.

Is the screen completely black ? Are the green lights on the back blinking or completely off ?

[SZiebarth]

My screen is black even after restart but I do see the light on back blinking green.

What the next step?

[makou]

Hi,

Ok, so the ideal next step would have been to reset your Charge but for that, you must be able to use the Charge's screen and scroll up and down...

There is no other way to reset it that I know of.

So the next step is to contact customer support. Give them as much details as you can right away in your first message to speed up the process.

They're generally very fast in getting you sorted.

Good luck, and keep us informed if you can, this could help other people.

[Edmond]

Have you tried  the 3 pulse restart? Thats the last resort normally. 

[Edmond]

You can use the charging cable to restart which is a better way, in case even the device screen is not responding.

[Edmond]

Do anyone still experience problems during the new update? If so, shall we hold until this is resolved. 

[MikJ]

After the update it looks like for some reason it drained my battery which was at 25% charge before and 19% after the update, once i got home and reconnected to the charger it started again.

I have been keeping an eye on the battery discharge and it all seems back to normal .