Glitch when activity (run) is paused Charge 5

[PeterDuo]

It is replicable and happens to me every time I needed to pause my run midway to do some groceries. The device has to be paused for at least 15 minutes or so. When I resume, the device glitches and then turns off, restarting it. I suspect that the pause turned off the GPS and the device wasn't programmed in a situation like this. 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome back to the Fitbit Community forums, @PeterDuo. 

Thank you for all the information provided about this issue with your Charge 5. 

Just to confirm, this happens when you start your activity using the exercise app on the device itself? Let me know if you're also using GPS to track your activity. 

If you haven't done so already, please make sure to try the three pulse restart method described here. as this has been useful for other users with similar problems. In addition, you can try setting up your Charge 5 as a new device in your account. 

I'll be around. 

[PeterDuo]

Hi David,

"this happens when you start your activity using the exercise app on the device itself?" 

Yes

"Let me know if you're also using GPS to track your activity. "

Yes. Using. 

"If you haven't done so already, please make sure to try the three pulse restart method"

I have already done that a couple of times since having the device.

"In addition, you can try setting up your Charge 5 as a new device in your account. "

I am not prepared to do that. But as mentioned, the glitch is replicable to everyone 🙂

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It has been a week since my last post and I am wondering what the status is withing fixing the bug? Super annoying with I pause just for a errand and screen glitches when I resume.

[DavideFitbit]

@PeterDuo Thank you for confirming that you already tried all the troubleshooting steps suggested earlier.  

In this case, since you already tried the restart procedure with the charging cable and you continue to experience the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They have specialized tools and will let you know how to proceed. The best way to get help for this problem is to chat with us online or give us a call, and you can click here to get connected. 

Thanks again for taking the time to share your feedback and experience with this. 

See you around.