Fitbit Charge 5 unwanted shutdown

[Laf17]

Had my Charge 5 fpr a few days now and seemed to be working well outside of a minor issues.  Woke up halfway through the night and noticed the Fitbit had a black screen and not responding as if it had a dead battery.  When I got up in the morning there were no changes.  I decided to charge it and it seemed to show the time it probably went dead at for a few moments then reverted back to the right time.  The charge showed 66% so it definitely wasn't dead when the unwanted shutdown occurred.  I noticed on my Fitbit app on my phone that no activity was recorded for my sleep for the entire night!  This isnt good!  Any thoughts and has tbis occurred to anyone else?

Moderator edit: format

[DavideFitbit]

Welcome to the Fitbit Community forums, @Laf17. 

Thank you for sharing this information about the inconvenience you experienced with your Charge 5. 

Let me know if you experience this inconvenience again or if it just happened once. In the meantime, try to perform a restart following the steps listed here below, this has been useful for other users having similar problems: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Regarding your sleep information not being recorded. In addition to the restart procedure, take into consideration the following recommendations to improve the accuracy of sleep: 

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

In the meantime, for the nights that don't have sleep data, you can manually log your sleep by going to the Fitbit app, tapping on the "+" icon next to the sleep tile > Add Sleep Log and entering your details. 

I'll be around. 

[cb70]

Same issues with my new Charge 5. It works fine during the day but twice in the past few days I've woken up in the morning with an unresponsive unit. Double tapping does not wake it. Only remedy is to connect it to the charger where it immediately vibrates and wakes up. The time will be hours off and requires syncing to my phone to update. The remaining charge is not low at all, nearly full each time it occurs.

Each time this occurs, putting it back on the charger wakes it up immediately but it's as if everything stopped (Sleep recording, Heart Rate and Clock) at the moment it went unresponsive during the night.

[Laf17]

CB70. ok at least we have people with the same issue....mine just clonked out again a few hours with the dud time u til I charged it...hopefully one of these 'smart' hired fitbit techies comes back to us...I would have bought a kids Ace3 that my kid has had I known about this %*!$#!



Sent from my Galaxy

[Pauly1620]

Purchased my Charge 5 in the Fall, since then there have been 4 times the Charge 5 has shutdown in the middle of the night. Twice this week alone, the last time this morning at 0409 hrs (I woke up at 0424 to use the bathroom and noticed it had shutdown, again). Every time the battery was over 50% charge. My wife's Charge 5 does not have this issue (she is experiencing the battery drain issue). Tried the Fitbit Support Chat this morning when I was too upset to get back to sleep and suffice to say it was less than helpful.

[DavideFitbit]

Thank you for your replies, and welcome to the new users in the Community, @cb70 @Laf17 @Pauly1620.   

I appreciate the information you've provided about the inconvenience with your Charge 5 and the troubleshooting steps that you already tried. 

If you haven't done so already, I do recommend that you get in touch with the Customer Support team so they can let you know how to proceed or what options are available for you. 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. 

Thank for all your comments and feedback provided. 

Have a good day.