Charge 5 will not swipe

[dbfuru]

I have had my Charge 5 for several months now without issues, but this morning when my alarm went off I couldn't turn it off, the screen wasn't responding. As I ended up running late I left my watch off for work today.

Getting home I have tried everything to try and get the screen responding again. It seems to 'wake' if I tap the screen several times but swiping it does nothing.

I have restarted it with the cable several times, swapped clock faces, and removed and paired it on my phone with no change.

Is this touch screen broken or is there something else I can try? I think this might be my last Fitbit because they never seem to last that long until something breaks. My charge 4 broke where the strap connects, and now this odd issue with the 5.

Thanks.

Moderator edit: format

[DavideFitbit]

Hi, I appreciate the information provided about this inconvenience with your Charge 5 and the troubleshooting steps that you already tried, @dbfuru.  

In this case, since you already tried a few steps and you continue to have the same problem, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

See you around in the Community. 

[chris-clews]

Hi. I have had the same problem. Did you get a response from FitBit..Thanks

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @chris-clews. 

Thank you for confirming that you've been having the same inconvenience with your Charge 5. 

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

Have a good day. 

[RosanneM]

I have the same problem and it is always having syncing issues.  I really wish my old 4 didn't break - it was much more reliable

[DavideFitbit]

@RosanneM I appreciate all the information that you've shared about the difficulty you're experiencing with your Charge 5.

If you haven't done so already, please try the following steps that have been useful for other users: 

• Force quit the Fitbit app. 
• Turn Bluetooth off and on. 
• Open the Fitbit app and sync again

In addition, I recommend that you try restarting the device using the three pulse restart method: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having any issues, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

I'll be around.