Display and battery issues with Charge 5

[kathleenjames]

Suddenly many people are dealing with sudden loss of battery and black screen with no possible way to fix it. Could this have anything to do with the update? It seems not so coincidental it's all happening at the same time.

Moderator Edit: Clarified subject

[DebbieW35]

Thank you! 

[Markfm]

I never got the 194.61 update, but my Charge 5 heartrate monitoring was messed up at 11 mo into the warranty (mid/late September).  I documented the problem per their request (normal), received a replacement C5 tracker (just the watch body part, what had failed) quite quickly.  Unfortunately I had that activated less than 2 weeks and had two complete lockups (black screen, no heartbeat lasers, couldn't sync, unresponsive to auto wake or tapping the screen,...). 

The first time it happened I worked with customer support, did get it to restart with the triple tap on the USB button, saw that time was off by 15 minutes until it resynced time with my phone (meaning it was truly locked as it couldn't even keep time).  I opened a case two nights ago (first time it happened), and yesterday evening's lockup was worse - not responsive to the triple tap on the USB button; I tried the triple press of the USB at least a half dozen times over an hour, no response.

I did IM with support yesterday evening, they quickly approved another replacement Charge 5, I already have a tracking #, due to receive it tomorrow.

Net, I'd say fitbit CS has done well by me, though I really wish they would have approved this second replacement to be an upgrade to a Charge 6 (they didn't, asserted it's their policy).  Having a failed unit, then a replacement fail in two weeks, I think my ask to see if they could send the newer model was reasonable.

(I really like the Charge 5, but am gunshy after that very early fail on the replacement).

[Sonial019]

my charge 5 display has gone black. I've tried all the suggested solutions from DavideFitbit. I'm also at the point I can't pair my fitbit since the screen on the watch is black and won't show any numbers anymore. Not sure what to do now. I've had issues with the fitbit charge 4 and now the fitbit charge 5 after less than 2 years of ownership. I think I'm going to be giving up on fitbit products and move over to the apple watch.

[Markfm]

@Sonial019 wrote:

my charge 5 display has gone black. I've tried all the suggested solutions from DavideFitbit. I'm also at the point I can't pair my fitbit since the screen on the watch is black and won't show any numbers anymore. Not sure what to do now. I've had issues with the fitbit charge 4 and now the fitbit charge 5 after less than 2 years of ownership. I think I'm going to be giving up on fitbit products and move over to the apple watch.

Try leaving your dead/blank screen Charge 5 on the charger overnight, then retry the triple press on the USB reset button.  If by any chance you had changed your clock face, if it does restart try changing back to the stock face (Continuum).

[Sonial019]

Alas, that did not work. I woke up this morning after leaving my charge 5 to charge overnight and tried pressing the button 3 times but the screen remains dark. 

[JTOTHEESSICA]

I was never able to get mine to work after following the instructions here and working with their tech support.  My device was about a year and a half old and since it was no longer under warranty, customer service only offered 35% off a new device.  I even pushed back on that, but they held firm to that number.  I could understand if this was isolated to only a few people, but it appears so many folks have been affected and I am so confused by the company's response.  I am not one of those people who is constantly looking for a way to get free stuff, I just want the stuff I spend good money on to work.  That is why I will never purchase a Fitbit device again. I am starting a one-woman crusade to dissuade people from spending money with this company. 

[Aussiej1]

I don't think it's a coincidence that this is all happening around the update. It is also not a coincidence that this is all happening around the release of the charge 6. It is also not a coincidence that Fitbit does not have any viable charge 5 for purchase all reshipment under even a warranty

[Markfm]

Sorry it didn't work out, it's something I tried when my C5 had gone totally blank screen and non-responsive; it had been truly dead the second time this happened, but then worked when I tried the three press method late yesterday, after having left it connected to the charger.  Some program on the watch had been "stuck", locked up, but then the next day it had cleared enough to respond to the triple press, even though it had still been non-responsive (screen stayed blank, not syncing) to a normal wakeup tap.

As it happened two days in a row, fitbit sent me another replacement C5 (just the watch body in its own envelope, not the full kit), so they do have replacement C5s if not the full kits.

[arzebaby]

I’m having a similar recurring issue and I have followed all the troubleshoot instructions and still no solution. I bought this in June this year so it’s really only been 4 months of use. It already did this black screen to me in July same as everyone else but it somehow came back, I guess it updated on its own. But this time it’s just gone black screen. It still seems to work as all my stats and workouts show up on my app, but the display is just non existent. I seriously am in shock that I’ve had this for 4 months and it’s been so incredibly buggy. And that so many other people are experiencing this as well. What a terrible product. 

[Msmith59]

I have a Fitbit 5. The device is charged. I have the Fitbit logo glowing. Can’t get to my home information screen.Have tried all the trouble shooting tips as provided with no success. Phone is not picking up the device. I can’t turn the device off. Use your device because I like to complete with friends. On maybe sixth or seventh device. Not sure best way forward?

----

Also can’t update tracker because my phone isn’t recognizing the device. Although the Fitbit logo is glowing brightly, I think your logo is crying for help!

[Mbsevans]

It’s awfully strange that this is happening to so many around the same time. My Charge 5 has been bricked, and it’s certainly not due to any action of mine. I was finally offered a 50% discount code for a new unit and I just pulled the trigger on a Sense 2. As much as I would like to afford an Apple Watch 9, I could get all same health features, ECG, BPM, O2 that the Apple offers, but for only $186 Canadian. And…if all goes well, significant greater battery life. However (take note FITBIT/GOOGLE) if this Sense 2 acts up and doesnt last a very long time, I will never buy their products again. 

[Loleo]

Make sure to go through customer support…. They might be more helpful to getting you a new device…it’s all the others that are at about a year that they have not been supported!!

Sent from my iPhone

[Loleo]

Why are they not offering that to the hundreds of others in the same boat? I am done! Will save this thread of texts and hope someone will do some research and we can get someone!

Sent from my iPhone

[Mbsevans]

Well I have gone through support and I bought a new Sense 2 an hour ago, however just a half hour ago, I noticed that there is a new FW for my Charge 5 and yet my app and the Charge both show it having 188.58 installed. Now online support claims, oh…we will have to get back to you in an email with a resolution.

Scott Evans
Sent from my iPad

[Mbsevans]

Gotta complain loud and frequently unfortunately.

Scott Evans
Sent from my iPad

[Markfm]

188.58 seems to be the last stable release, what I'm running on my own replacement charge 5.  The newer firmware sounds like it's had buckets of problems, bricked devices.

[Mbsevans]

Yeah…but mine is bricked too! Hasn’t been right for over a week now. Absolutely useless.


Scott Evans
Sent from my iPad

[kkaboom]

same issue here - fitbit support says they can give me a discount on a new one, but it sounds like hundreds of devices are having this issue. Very frustrating!

[JTOTHEESSICA]

I ultimately ended up getting an Apple watch about a month ago because I
refuse to ever buy another Fitbit device. I know this is not feasible for
everyone, but I just can't fathom throwing money at another device the
company does not stand behind. There are plenty of other options out there
and I hope you find something better! 🙂

[Loleo]

But you can have a discount on the overpriced 6, which you can’t get for now or another expensive watch. Hmm, ploy?

Sent from my iPhone