Fitbit Icon displayed in the screen can’t navigate or look inside Charge 5

[Karthik_Sarma]

Hi,

My device is displayed with Fitbit Icon in the screen display for more than 48 hrs now. Can’t access the device settings and activities. Stuck in icon display. Tried connecting to charger by double tapping the button no change. I would like to initiate for a replacement still under warranty.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps, @Karthik_Sarma. 

Before considering other options, and if you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please follow these steps in case you're having trouble to charge your device. 
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, tap on your profile picture > Charge 5 > Tap to see if a firmware banner appears. 
4. 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. 

I'll be around.

[adam626262]

I tried all these steps, but my Charge 5 is still stuck with the today icon (the diamond made of circles) or the progress bars, intermittently. What should I try next?

[RiekoC]

Hello & welcome @adam626262 

Sorry to see you're having trouble with your Charge 5. 

From posts I've read, it may take doing a restart and trying changing clock faces multiple times before the device becomes "unstuck" and returns to working normally. 

However, if none of the troubleshooting steps work, then you should probably contact Fitbit support. Click here for links to: Fitbit support 

[DavideFitbit]

Welcome to the Fitbit Community forums, @adam626262. 

Thanks for confirming that you're experiencing the same problem with your Charge 5 and that you already tried the steps suggested earlier. 

It seems that you were able to get in touch with the Customer Support team for further assistance with this and they've shared some instructions with you. Let me know if you have other questions.