Charge 5 wake screen will flicker

[Eren901]

I purchased my charge 5 yesterday and have noticed since using it that the wake screen will flicker (glitch) before the Home Screen is shown. I have seen numerous reviews online where this does not happen but was told by the Fitbit customer service chat that this is normal. I do not think it is and have seen numerous people experience similar issues. Can someone direct me as to how I can have this rectified? It is definitely not normal and not what I want to experience with my product after one day of owning it.

Moderator Edit: Clarified subject

[Eren901]

I have also tried resetting it a number of times and experience the same issue when I use the manual wake function. 

[LizzyFitbit]

Hi @Eren901. Welcome to the Community.

Thanks for the details provided, as well as contacting our Support team to troubleshoot your Charge 5. I understand how you're feeling as this shouldn't be happening when navigating through the screen. While I don't have access to your case, I've gone ahead and forwarded your posts to our team so they can investigate this situation and help you out. Please make sure to follow their instructions, and keep an open communication with them.

Have a good day.

[RayH8]

I agree that this is not normal.  The behaviour I see when waking the screen (either auto or manual) is that the entire screen will flash white and then the home screen is displayed.  There is no flash when you navigate through the screens.  I also found that the "flashing" only occurs when the screen has been off for more than 5 seconds.

[LizzyFitbit]

Welcome on board, @RayH8.

Thanks for joining this thread and letting me know about your Charge 5. I'm sorry you're also having this experience. Because your post didn't mention, may I know if you've tried restarting your tracker? If so, I'd recommend contacting our Support team so they can see what can be done to bring you back on track. They're available via chat and phone, just click here to get connected with them.

Have a good one.

[RayH8]

Thank you LizzyFitbit!  I have restarted, cleared user data, changed clock faces but same issue.  It is actually getting worse where it is not just a flash as the white screen is lasting for a much longer period of time.

[RayH8]

I did contact support and was asked to return my tracker.  It is now on its way back to Fitbit and I will wait for next steps once it is received.

Thanks!

[LizzyFitbit]

Hi there, @RayH8.

You're welcome, thanks to you for keeping me posted! I'm sorry the troubleshooting steps didn't work, but I'm happy you'll receive a replacement for your Charge 5. I'm sure our Support team will continue working on your case, and you can always get in touch with them if you need further details about this process.

Have a good one. 😊

[RayH8]

All good @LizzyFitbit!  Will let you know the final outcome once I receive it!

Thanks!

[RayH8]

@LizzyFitbit - I received my replacement Charge 5 and so far so good.  My original worked fine when I first got it so will see after a while if the "flash" comes back.

@Eren901 - Not sure if you are still experiencing the issue and/or received a replacement.  If you have not received a replacement, did the update of the firmware resolve it?

 

[LizzyFitbit]

@RayH8 It's good to see you again.

That's awesome news! I'm glad your replacement Charge 5 is working well and I hope you can keep enjoying the experience! In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you can make new friends, find inspiring stories and tips to reach your fitness goals.

Have a great week. 😊