Multiple Issues: Screen Black

[OptimusSwine]

My screen will not turn on. I have cleaned the connections, used the button on the cable to restart, made sure the charging cable was snug and tried to charge from multiple connection points,  attempted to change the clock face from the app, and tried to remove the fitbit and readd it.

It is still tracking my steps via the app, oddly enough, but I cannot get the face to come on to save my life.

Shortly before this, I stopped getting buzzed for text messages/calls, and the screen stopped coming on when I moved my wrist (requiring me to tap the screen twice to wake it up).

Is it faulty? I have only had it 3 weeks. Thank you guys for your help!

[SunsetRunner]

Having the same problem except can’t even get mine to sync so don’t know if it’s tracking steps. Mine is only 1 day old.

[yellowcard123]

My screen turned black while updating the firmware on the first day of use...still working with support for a solution or replacement

[Jilligirl]

Same here, data still going to my phone but face is black, its been cleaned and charged but nothing, I've had it just over 2 weeks, not happy..

[tylernow]

Same issue. Tried to update on day 1 and has been black ever since. It will buzz like it is restarting when I reset it via the charging cable, but stays black. I can still see it's connected to my phone, but the watch is useless on its own right now. Support just says to try again...

[Fmmmt]

Did anyone get this issue solved?  

[yellowcard123]

Got tired of waiting for support so I returned it to the store and got a different brand... 

[tylernow]

Support is sending me a replacement for my defective Charge 5. I bought it a few weeks ago so it was still under "warranty". Haven't gotten an official email about the replacement other than I submitted the request. It's weird these don't have a factory reset hard switch...

[sorlando120]

I'm having this issue too. I just got this around 2 weeks ago and it suddenly got warm to the touch, vibrated once, then stopped displaying anything and the light on the back went off. When I try to restart it using the button on the charger, the fitbit just constantly vibrates and won't reset. It won't sync either. I was really enjoying the Charge 5 until this happened. Amazon is sending me another one, but I'm worried it will happen again. 

[SunsetRunner]

Fitbit is sending me a new one since this was still under warranty. Hopefully this one will work!

[Jilligirl]

No

[slbert]

Have the same thing. Brand new tracker, trying to update the software and, after half a dozen failures the screen goes black. It still tracks but nothing that I've done brings back the screen. Got it through Amazon, so a new one is on the way and defective one will be returned when it arrives. Hubby just has to wait a few more days for it.

[Mingcody]

Same problem after one day, black screen with white dots. Non-resonsive but was still communicating data to phone app. Changed the clock face and it came back. Seems to be a common problem, this product should be recalled until they figure out the issue.

[Jilligirl]

Mine keeps stopping and starting. I spoke to Fitbit but go absolutely
nowhere because it's intermittent. I have to continually plug it in and
push the button 4 times, Did you just return it to Amazon?

[slbert]

Yes. I bought it mid December as an Xmas present for hubby. Today was the first day he had a chance to connect it to his account.

Amazon gave me a choice of talking to one of their representatives (who I figured would just say to return it), ask for a refund or do a replace and return. The new one will be here day after tomorrow and I have until February to return the defective one.

[Jilligirl]

Thanks for that, will talk to Amazon today.
Have a safe and happy new year

[slbert]

Thanks and you too!

Good luck with Amazon!

[DavideFitbit]

Hi everyone, and welcome to the Fitbit Community forums. 

Thank you for sharing that you've been having these inconveniences with your Charge 5 and confirming that you already tried a few troubleshooting steps to try to resolve it. 

In this case, if you already tried the restart procedure, the battery is charging properly as well, and you continue to experience the same problems with the display or the vibration of the device not working, I do recommend that you continue the assistance process with the Customer Support team so they can let you know how to proceed or what options are available for you. 

It seems that many of you already already contacted the Support team. If possible, you can also get in touch with the vendor where you purchased the device from. 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 you again for taking the time to share all your feedback about the product. 

Have a good day

[Jilligirl]

Contacted the help desk, they didn't want to know about it as it was
working at the time. Each time it died I reset it and it'd work for a bit,
but was having to reset it several times a day, totally useless. Returned
to vendor for a refund.

[MRGFit]

David, it appears that many are having troubles with their Charge 5 turning into a brick.  What does Fitbit say about this?  Have been trying for hours to get the new one I got for Christmas up and running.  First, it had trouble pairing, then updating.  Contacted customer support, once via chat, then finally called.  Support is sending me a new one but reading online I am nervous about my purchase.  The last Charge 4 I purchased only lasted a little over a year.  The plastic part that went into the band broke off.  I tried to glue back on but it only held for a few weeks.  Fitbit sent me a 35% off coupon but when I went to use it, it wasn't good on the similar Charge 5.  So I upgraded at my own expense and now have had an awful experience today in trying to get it set up.   I have been using Fitbits since my first Fitbit One and I need to express my disappointment in the caliber of the product recently.  When I asked if Charge 5 went back to metal housing as the Charge 2 had they indicated it had but honestly I am not sure just how long the little plastic clips that actually hold the band in place will last.  Wish they would make a product that would be designed to last  at least 3 to 4 years.  Does someone analyze the reported problems?