EDA Scan causes Fitbit Charge 5 to become unresponsive

[7oaks]

My Fitbit Charge 5 has started to become unresponsive during EDA Scanning. At the end of the scan the screen goes blank and the device does not respond to tapping the screen. Only by connecting the device with the power charging cable does the display return, although the time shows as at the start of the scan. Restarting the device either from the Settings menu or by the 3 pulse restart procedure does not restore the correct time. I can restore the time by syncing the device to the app on my phone. The device seems OK until the next time I run the EDA scan.

The firmware version installed is 188.58.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @7oaks. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

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. 

[7oaks]

Hi Davide,

Thanks for your response. As you know I have tried the restart methods Support recommended including changing the time display. Sadly the device still becomes unresponsive during the EDA scan process. The clock counts down to zero and the display then shows "All done" and then goes blank or black and no amount of swiping or tapping produces any response from the device. I have found that connecting the device to the charger is sufficient to get the display to show the Fitbit logo and then the charge state screen. I can then continue to use the device, as long as I do not use the EDA scan. 

I provided Support with the retailer that supplied the device to check my warranty options but I have not heard since. I have purchased a replacement Charge 5 and expect delivery within another day or so. Although very disappointed by this problem arising about 18 months from purchase I do like the product' s capability. Hopefully I will be luckier with the replacement device.

Alan

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Hi Davide,

Support have today offered me either a replacement or a discount off the price of another model.

That is  good response, s thanks for your help.

Alan

[DavideFitbit]

@7oaks Thanks for sharing this update! 

I'm sorry to see that it wasn't possible to resolve the problem, but it's good to know they've offered you a replacement or a discount.