I have a circled

[jeffrey48]

I have a circled x on my charger 5 screen. What do I do?

[SunsetRunner]

Hello @jeffrey48 

A circled x on your charge 5 means it didn’t set up successfully and needs to be set up again. Is this a new Fitbit? Was this an older Fitbit that you may have performed a factory reset on? Does the screen say anything else or just a circle with an X in it?

[jeffrey48]

My charge 5 is about 9 months old and has been working fine until early this week when I couldn't get it to sinc. I continued to wear it and eventually got the circle X. After getting some online advice, I paired it as a new device. That actually got it working for a day until I woke up the next morning to the circle X. Now the charge 5 doesn't even show up on my account. Still frustrated.

[SunsetRunner]

Hello again @jeffrey48 

I’m  assuming you have already tried restarting your Charge 5. If not I’d definitely try that. Here’s how: https://help.fitbit.com/articles/en_US/Help_article/1186.htm

Have you check to see if maybe there is a firmware update available to download. Open your Fitbit app, tap your profile picture then scroll down and tap Charge 5. Do you see a banner appear? Since a new firmware version has been released for the Charge 5 I’m wondering if you’ve already downloaded it or do you see it as available now? 

If you were prompted for a firmware recently but you chosen not to install it at the time another way you might be able to get the Firmware announcement again is to tap on your profile picture then scroll down and tap Help & Support. Now scroll down and tap Check for Charge 5 update. 

Another thing you can try is to change the clock face of your Charge 5 by going through the Fitbit App. Hers how: https://help.fitbit.com/articles/en_US/Help_article/2311.htm

If the problem persist you can always try setting up your Charge 5 again as a new device. 

I understand you have already tried setting up your Charge 5 as a new device (based on your previous post here on the community) and it hasn’t help. Do you mind trying it again? 

To set your Charge 5 up again as a new device please follow these steps closely: 

1. Remove the Charge 5 from the Bluetooth settings. (Tap forget device if on iOS or unpair if on Android) If your Charge 5 is not showing on your Bluetooth at all proceed to step 2
2. Turn off other nearby Bluetooth connections.
3. Check if the Fitbit App is updated
4. Force quit the Fitbit app and reboot your phone.
5. Restart your Charge 5:  https://help.fitbit.com/articles/en_US/Help_article/1186.htm
6. Open the Fitbit app, tap your profile picture > Set Up a Device.
7. Select the Charge 5 and follow the onscreen instructions. When asked if you want to replace the Charge 5 say yes. 
   
   🤞I’m hopeful this will help and getting you all up and running again. Please let me know how it goes. 

[jeffrey48]

Thank you for your post. I was able to get my fitbit 5 working again yesterday by setting it up for the fourth time in as many days as a new device. It stayed working until the middle of last night when it flashed the circle X and then quit working completely. Now it doesn't even show up in the fitbit app on my phone. There are no signs of life after tapping the screen, charging, resetting using the charger, turning Bluetooth on and off, changing the clock settings, and setting up as a new device. It doesn't respond to anything at this point. I guess that I will have to try customer support. Thanks again for your input.

[SunsetRunner]

@jeffrey48 I’m happy that setting it again worked but sad to see the fix didn’t work long. 🤔 Before calling Fitbit Customer Service I’d consider looking at the charger as a possible issue. 

Loo at your Fitbit charger closely. Are any of the pins bent in any way? I’d certainly try cleaning the charger as well as the backside of your Charge 5. Dust and debris can accumulate on the pins as well as the contact points of your charger. It can cause poor contact during charging. Certainly wouldn’t hurt to give it a cleaning. 

Hers how you can properly clean both your charger and your Fitbit Charge 4: https://help.fitbit.com/articles/en_US/Help_article/2005.htm

If cleaning the Fitbit Tracker and charger still doesn’t fix the problem I’d definitely contact Fitbit Customer Service. Here are ways to reach them: https://myhelp.fitbit.com/s/support?language=en_US