Charge 5 won't swipe left/right since firmware update.

[plane_co]

My Charge 5, about 6 months old no longer swipes left/right since firmware update.

Up/down still working.

Tried resetting via app and via USB several times.

Tried changing clock face back to default.

Nothing works.

Anyone else had this issue?

[DavideFitbit]

Hi, thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried a few troubleshooting steps, @plane_co.  

It seems that you already tried all the basic troubleshooting steps shared in the forums that are usually helpful with similar issues. In this case, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed, but keep in mind they usually need to make sure that all troubleshooting steps have been exhausted. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

See you around. 

[samsquare]

This is also happening on my Charge 5. Began with a solid black screen yesterday. Tried a reset and now can no longer swipe in any direction. Still sends data to the phone and can change clock face. It has been frustrating to deal with.

[Tmt925]

I am not really sure what happened but my problem basically disappeared overnight 😳. It is now working as well as before. Swiping happens in every direction. Very confusing how it was fixed. I did the restart twice and changed the clock face and after an overnight it now works.

I hope yours resolves as simply 🤞

Sent from my iPhone

[DavideFitbit]

Hi, thank you for sharing that you've been experiencing the same inconvenience with your Charge 5, @samsquare.  

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. 

Welcome to the Community forums, @Tmt925. Thank you for taking the time to share your experience with this, it's great to know you were able to resolve it.  

Have a good day. 

[TJM59]

Have the same problem. Started with just left/right swipe. Now all screen actions failing. Will respond occasionally, but just once then fails. Tried different clock face & multiple restarts.

[DavideFitbit]

@TJM59 Thank you for your reply and for confirming that you already tried the steps suggested. 

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

Have a good day. 

[TJM59]

Yes, they were vey helpful. Sent me a new Charge 5.

[DavideFitbit]

@TJM59 That's great news! Thanks for sharing this update.

[plane_co]

How did you manage that?

I've contacted them a couple of times, get the same information on restarting etc each time.  They have at no point offered to replace it.

[TJM59]

I used the Help & Support - Contact Customer Support on the iPhone App.  The support person confirmed I had  performed all the recommendations I found on Communtiy Help Forums. Hope this helps.

[DavideFitbit]

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

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

1. Complete the 3 pulse restart procedure using the charging cable. 
2. If it's still unresponsive, please try changing the clock face as well and check if you're able to swipe on the display.