Charge 5 won't respond unless it's connected to the charging cable

[MiPo]

Yesterday, my Charge 5 screen went black. After resetting the watch (3 presses on the cord "button") I can toggle through and see the screens, but ONLY when in the cradle, the moment it comes off the cradle/charging dock, the screen goes black.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @MiPo. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not working unless it's connected to the charging cable.  I will do my best to help you with this!

Please follow the tips and recommendations provided in this help article Why isn't my Fitbit device's battery charging? Let's try making sure both, your Charge 5 and charge and clean and free of any debris.

[MiPo]

Hi MarreFitbit. My device is charging fine. It shows 100%. The issue is that my screen goes black when I remove it from the charging cable. All attachment points have been verified clean.

[MarreFitbit]

@MiPo Thanks for getting back and for the details provided. 

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 try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

[MiPo]

I restarted my Fitbit - again, and did as instructed; changed my clock face. The same problem still persists: the moment I take the Fitbit off the charger, the screen goes black and unresponsive.

Update: @MarreFitbit do you have any further suggestions? The problem has not been resolved.

[MarreFitbit]

@MiPo Thanks for following the tips and recommendations I've provided above. I'm sorry to hear they didn't work. 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance!