My Charge 5 black screen again but still active in background

[Shu-Chin]

Hi Fitbit support,

After less one month which you sent me a Charge 5 replacement in late of July, this new replacement Charge 5 black screen again. (The last issue ticket is in Jun 2023)

This time I don't disconnect the watch from the phone, and kept it connected to the Fitbit app on the phone instead. I made a short video here for your reference:

https://youtu.be/ASZvMPU5jNM

In the short video, I showed:

1. The Fitbit app is at the latest version (from Google play store screen)

2. The USB hole is with electricity.

3. The 3-press reset does not really helpful to the Charge 5 even there was vibration after each press. The screen of Charge 5 never pop-up anything even the logo or clock screen.

Please review and let me know what else I can do to bring it back to work. Since there’s no screen shown up on the harge 5 so that those instructions of selecting functions on the Charge 5 screen would not work.

The orignal Charge 4 watch was purchased on 2022/9/3 which still in one year warranty period but coming to expire in one week. There were 2 Charge 5 replacements in Feb and July this year but this black screen issue seems haunting always. If need more previous issue ticket detail please ping my email which I'm not publishing here.

Thanks.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Shu-Chin. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you were able to get in touch with the Customer Support team again for further assistance with this problem and it seems they've provided you with some instructions. In this case, they will let you know about the options available for you and I recommend that you continue the communication with them.