Fitbit Charge 5 Black screen

[mcorn12]

Yesterday my Fitbit stayed on the black screen unresponsive. The reset would work for a few minutes and then it would go back to being unresponsive. This morning it is not responding to anything. I have tried the resets and changing the clock. I had an update installed on my Fitbit yesterday. Did this update break it?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @mcorn12. 

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 provided you with some instructions. In this case, they will let you know how to proceed. 

Have a good day. 

[Starforsaken]

very likely, once again there's an update causing issues... And again the default response from Fitbit seems to be trying to replace the devices for some of those who complain.
It sounds very similar to the issues I've had since the update, thus far I've had no success in finding a solution or my attempts to resuscitate my Charge 5.

Moderator edit: format

[AlliWags]

Mine is doing the same thing! I've deleted the app, reset it all up, and it continues to be black. I've contacted help chat and they told me to charge it for 30 mins (even though it was around 70% charged this morning when it when back to the black screen). This has been going on for several days for me and it only seems to work for a few hours after I delete and repair the phone/fitbit. 

[dharma69]

I bought my Fitbit in July and this is the second time it has died. Just like mcorn12, I've got a totally black, unresponsive screen and no amount of hard resets does anything. And to top things off, apparently your get Support page isn't interested in giving any: there's nothing to fill out in order to request support.   

Moderator edit: format

[AlliWags]

I did the online chat. Mine was still not working after all the things they told me to do so when went back on again last night they sent me an email w some options about replacement

[DavideFitbit]

Hi everyone, thanks for sharing that you've been experiencing the same problem and for confirming that you already tried the troubleshooting steps. It seems that some of you have also been able to get in touch with the Support team. 

If you haven't done so already or if you're new to this thread, please make sure to exhaust all the troubleshooting options listed here below: 

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
5. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

In case you continue to experience the same issue with the display and you already tried all the steps suggested earlier, I do recommend that you continue the communication with the Customer Support team so they can provide you with the next steps. You can click here click here to get connected and chat with us online or give us a call. 

Thanks again for all the information provided so far and for sharing all your feedback. Every case is being evaluated individually and the team continues to work to improve the quality of products and services. 

[j.guth.j]

I have the same problem, tried several times to do a pulse restart :

 

always the logo flashes about 20 times and then an x appears in a red circle
- cannot change the watch face - the app says no device connected

[DavideFitbit]

@j.guth.j Thank you for confirming that you already tried all the steps suggested earlier.

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon. Please keep an eye on your inbox. 

See you around in the Community. 

[j.guth.j]

After exhausting the options for restarting the device, Fitbit sent me a replacement device in the last few days.

I'm happy with the quick assistance and replacement of the Charge5, but I'm now hesitant to do a firmware update, leaving version 1.142.37 for now - at least for a few weeks

[DavideFitbit]

@j.guth.j 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 that you've received a replacement device.

See you around in the Community. 

[Kevlar1]

Just be glad it didn't happen just outside of 1 year after purchase.  I got the White circle, Red X just outside of 1 year, and Fitbit refuses to stand behind their product.  So I'm left with purchasing a new tracker.  But I'm certainly looking at buying something else *besides* Fitbit.  

How many people would buy Fitbit products knowing that they tend to go bad in about 1 year??  Not even enough time to get you to the next model Fitbit (Charge 6 not out or announced yet)!  It feels like we were penalized for buying the Charge 5 when it first came out.  By not standing behind their product and just sticking to the 1 year warranty, Fitbit is discouraging us from buying the newly released products (or potentially any Fitbit products at all)!

[DavideFitbit]

Hi, thanks for sharing all your feedback and comments about this issue with the Charge 5, @Kevlar1. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you again for taking the time to share your feedback regarding the Charge 5; comments from users are always useful to continue to improving the quality of products and services.