Crashing Charge 5

[BarneyTheBear]

Charge 5 has started crashing randomly, during alarm, exercise, starting apps like ecg or just anytime, a short buzz and it’s dead until connected to charger then it restarts out of sync with loss of data up to the time of crash. Tried reset, then clear all data, problem still exists, can no longer clear all data as it crashes instead. This is a last resort enquiry before I bin it and ditch Fitbit; any help and support would be much appreciated before I go.

[MarioSFitbit]

Hi @BarneyTheBear and warm welcome to the forums. 

I appreciate your message, and I'm sorry to hear that your Charge 5 has started crashing randomly. 

This is definitely not the experience we want for our customers, and I can understand your feelings about this situation. 

Could you please confirm if your Charge 5 is up-to-date? The current version for the Charge 5 is the 194.91, as explained here: What's changed in the latest Fitbit device update?

In order to update your device, please read and follow the steps listed in the following help article: How do I update my Fitbit device?

If the issue still persists, please try to: 

Sync your device:        

1. With your Fitbit device nearby, open the Fitbit app and select the Today tab.
2. Tap and hold on the screen, then pull down until a progress bar appears at the top.
3. Release your finger and wait for the progress bar to fill.

Restart your device (please try the charging cable procedure) as explained here: How do I restart my Fitbit device?

Change the clock face: How do I change the clock face on my Fitbit device?

[BarneyTheBear]

Hi, thanks for the response, the version is:

57.20001.188.58

but I have no option showing in the app to update as described in the ‘how to’ link. I’ve already tried all of the reset options including ‘factory reset’. Factory reset worked once and it reduced the number of crashes for a while, this function no longer works either, the watch crashes at the end of the 3 second reset.

[MarioSFitbit · Accepted solution]

Hi @BarneyTheBear and welcome back to the Community!

Thank you for your message and for the troubleshooting steps tried. I'm sorry to hear that the issue persists. 

Please try the following: 

Make sure your tracker is charged and then try these steps:

1. Turn your tracker off and on again using the instructions in How do I restart my Fitbit device?
2. Restart your phone, and retry the update.
3. Log in to your Fitbit account on a different device, and retry the update.

If you still have trouble, please contact support, since they have more tools in order to find your options. 

[BarneyTheBear]

Hi, as previously mentioned, I’ve already tried all the reset and factory reset options, and again, I don’t have any options in the app for downloading an update. I’ve reverted to my old charge 4 which is working well other than battery life and less functionality. I’m beginning to think that there is no solution to this problem so I’ll continue with charge 4 while I decide which other make of fitness tracker I’ll buy; unlikely it’ll be a Fitbit, I’ve lost confidence in this make. Thanks for your consideration

[BarneyTheBear]

Hi again, I contacted the support link you advised, very helpful and quick, a responsive chat line, but with options for call or email support. Chat line operative reviewed all details and being out of warranty offered me a considerable discount on a new model of my choice, very supportive indeed. Thanks again