Five Dots on Screen Charge 5

[CurlsinCO]

I have 5 dots towards the top of the screen that will not go away. I cannot navigate or double tap to remove. I have had the watch for less than one day.

Moderator edit: subject updated for clarity

[MrZipf]

I contacted Fitbit support this morning who wouldn't even discuss the issue: they were wanting a photograph of the device in the borked state along with a handwritten case number. Having just restarted device following five dots showing up as I was going for a run today, I couldn't possibly provide it, but they kept insisting on it. As a result, I've decided to return the device to the store for a refund and move to a different brand thus ending 6 years of being a Fitbit user.

[Iminchgo]

Seems like it's an issue with Charge 5.  I've had mine barely over a month and the display has failed. Infuriating that i spend $179 for a product that lasts a month and I have to take a picture of the frozen screen with a case number to "prove to Fitbit" that they've sold me a defective product for it to be covered under warranty.  How long will the new replacement last--a month?

I think this will be my last fitbit. 

[RedSkeeter]

This has happened to me twice Seems to occur when I have removed it because I feel moisture under the band.

I have to repeat the the reset resolution three to ten times to get it back working.

Maybe if the people at Fitbit actually used this product & experienced this problem they would believe their customers & fix it

Once I retire & no longer get the insurance discount to track my activity, I am done with Fitbit if they keep denying this glitch’s existence

Sent from my iPad

[Iminchgo]

That was the most infuriating part...the customer service people don't acknowledge that is is occurring (despite the obvious posts on here). They seem so surprised that such a thing could be occurring. 

[DavideFitbit]

Hi everyone, thank you for all your replies and welcome to the new users in the Community. 

It seems that most users have already tried the three pulse restart procedure mentioned here earlier and continue to experience the same inconvenience with the display. 

It's possible the Support team will ask for some extra information in order to check the status of the warranty or to further investigate the problem. If possible, I recommend that you provide the information requested and that you continue the communication with them so they can let you know how to proceed or what options are available for you.

Thank you again for taking the time to share your feedback about the Charge 5. The team of developers continues to work to improve the quality of products and services. 

Have a good day.  

[Refexions]

You can add my name to the list of people that are having this problem.  Fortunately the reset using the charging cord worked for me. On a two week old product this is a bit disappointing. I have owned one fitbit or another for over 10 years and this is my first complaint. Hopefully not an on going problem.

[mvanderaa]

I am having the same issue

[BooOttawa]

Same here.

very disappointed that every 2-3 weeks I need to reboot.  I never had any issues with my other 4 Fitbit products.  The luxe was cheap cheap and I am happy to have returned that but looking at return this if this continue .,, I chose Fitbit because I was able to rely on the quality and service … 

perhaps you need to focus on quality of products instead of variety of wearables or you will lose your loyal customers … market is now very competitive.

[Tigersan]

FYI - I contacted Fitbit customer service. They were very good. They
coached me through a software update I was unaware was needed. That solved
the issue.
Good luck.

[DavideFitbit]

Hi everyone, I appreciate all the information that you've shared so far about this inconvenience with your Charge 5. Thank you for all the feedback provided as well. 

It seems that most of you already tried all the basic troubleshooting steps mentioned earlier. If you haven't done so already, make sure to update the firmware to the latest version available. 

I'm sorry if this feels a bit repetitive, but for the moment, the only troubleshooting steps that have worked for most people are the three pulse restart and updating the firmware, so if you already tried those steps, I do recommend that you get in touch with the Customer Support team for further assistance. Click here to get connected. 

The team is already aware of this problem that's been reported by many users and they're looking into it. Please know that all your comments and feedback are great appreciated. 

See you around. 

[BarryMW]

Add me to the list of 5 Dot displays.

Has the C5 for a few months and this is the first time it has occurred

I attached C5 to charging cord and it displays the current % charged.

I pressed the button 3 times, 1 second apart,  per the instructions here.

No logo, no nothing, just the charged %.

It was only when I removed the C5 from the cord was I able to see the Clock face had actually returned.

Barry

[DavideFitbit]

@BarryMW Thank you for sharing this information.

Just to confirm, you were able to get back to your main screen and you're no longer seeing the five dots on the display after you removed the Charge 5 from the charging cable, correct? 

If you're still not seeing the display and you already tried the restart, please get in touch with our Customer Support team here for further assistance with this. 

See you around. 

[Refexions]

My Charge 5 is currently working properly. The restart worked for me
Don Fleming

Moderator edit: format

[TriGuyJG]

@DavideFitbit or any Fitbit Moderator - what is the root cause of these "5 dots" crashes? It's very disappointing for us Charge 5 newbies who never had an issue like this in years of other FitBit wearables. I can only hope it was in the 3rd party apps that were pre-installed (the marketing checkbox features) and now that I uninstalled those, it will be stable. Resetting via the little button on the cable is an unfriendly way, especially when the reset button is inaccessible the way the cable is plugged in and you have to do gymnastics to press the button! Less than one week with mine and two 5-dots crashes! And buyer beware, if you buy a third party cable as a backup for charging, be sure to get one with the reset button. Some don't have it.

[B.Morane]

Bonsoir,

au bout de 48 heures d'utilisation ,ce matin je me lève avec un écran noir et les 5 points j'avais beau faire la manipulation :

Si votre appareil ne répond plus :

Branchez votre appareil au câble de charge. Pour obtenir des instructions, consultez l'article Comment puis-je mettre en charge mon appareil Fitbit ?

Appuyez trois fois sur le bouton situé sur l'extrémité plate du chargeur, en faisant une pause d'une seconde entre chaque pression. Patientez ensuite dix secondes ou jusqu'à ce que le logo Fitbit apparaisse.

Et bien ça ne fonctionnait pas , j'ai suivis tes conseilles et j'ai changé l'horloge et ma charge 5 fonctionne à nouveau !

Un grand grand merci 🙂

Moderator edit: format

[DavideFitbit]

Hi, thank you for all your replies. 

@Refexions That's good news, thank you for sharing this update! 

@TriGuyJG This is still being investigated by the team. If you already tried the restart procedure suggested earlier and you're still having the same inconvenience, please get in touch with the Customer Support team so they can provide you with further instructions. 

All charging cables that come with the Charge 5 have a button at the end of the USB cable, but it may be difficulty to see it. This is the button to press to complete the restart: 

@B.Morane I'm sorry to see the restart was not successful, but it's good to know that you were able to resolve by changing the clock face option. Thank you for sharing this information. 

See you around. 

[frakes]

My Charge 5 was only a week old; I synced the Fitbit with iPhone before I went on a 40 mile bike ride. The Fitbit app said the Charge was at 80% battery. My charge 5 died on the bike ride and was not recoverable. It had 5 dots towards the top of the screen the center dot was red, that would not go away. I cannot navigate or double tap to remove. 

[R3DPanda]

Connect it to the charger and press the button on the USB flat side of the cable. You need to press 3 times and wait a second between presses. Wait 10s for the Logo to appear on the screen. 

[Louza12]

I have the same issue. Have had tracker less than a month too. How do you resolve it? 

[B.Morane]

Bonjour Louza,

Je pense que c'est un bug de la charge 5.

Moi aussi j'ai ce problème d'écran noir avec les 5 points.

La solution je l'ai trouvé grâce à la communauté.

Tu vas sur l'application fibit sur ton téléphone , tu vas dans galerie et ensuite tu changes d'horloges, tu vois voir ta montre télécharger et celle ci sera a nouveau opérationnelle.

Pour info j'en suis à ma deuxième manipulation :-(.

Bonne journée