Charge 5 won't respond to anything

[chris010]

9 months old charge 5 stopped working. I saw a red circle with a cross inside it and then screen died. Won’t reset using the three button press technique. Still feel device vibrating when I plug into charger and press the reset button but nothing happening on screen and device won’t sync. Not sure what to do.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @chris010. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Charge 5 before reaching out. 

To better assist you, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. If the restart doesn't work, please try the following:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. 

[RiekoC]

@chris010  Since your device is still under warranty, I suggest that you contact Fitbit support. They will walk you through a series of troubleshooting procedures. Once they confirm that none of the procedures returns your device to normal operation and that it's still under warranty, they should send you an offer to replace the tracker/pebble or a discount on a different Fitbit. Note: the discount is on the full price even if the device is on sale in the Fitbit store. 

This is what I had to do when the screen on my 6 month old Charge 5 became non-responsive shortly after I updated the firmware. So far, my replacement is working fine even after updating the firmware.