My Charge 5 shows a white screen

[cquirox26]

A few days ago my Charge 5 display just gave me a white screen; I tried restarting it but it just shows a white screen. It still works and tracks steps and heart rate, but I can’t use any functions. Has anybody had that problem and what should I do?

Moderator edit: subject updated for clarity

[SunsetRunner]

Hey i am having the same problem. Its still vibrating and tracking steps etc but there is nothing on my screen. A bit disappointed as this was a replacement for my last fitbit that died on me. I have been trying to contact support but I can't get them online.....or the phone. Its very frustrating!!!  Let me know how you go....I am getting pretty cross with this device though.

[AMares]

Fitbit is hurting in the Customer Service Dept is am learning the hard way. 

[DavideFitbit · Accepted solution]

Hi, and welcome to the new users in the Community forums, @cquirox26 @SunsetRunner @AMares. 

Thank you for sharing that you've having this inconvenience with your Charge 5 device and that you already tried a few troubleshooting steps. 

If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, please try these additional steps that have been useful for other users:  

1. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
2. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
3. If it's still unresponsive, please try changing the clock face as well and check if you're able to see anything on the display. 

@SunsetRunner I've been informed that you already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed. 

Hope this helps, I'll be around. 

[cquirox26]

Good day David, 

I tried to reinstall the device, but removing the device may have mad it worse since I can’t reinstall the charge 5 because I can’t add the 4 digit code to pair the device. Now I can’t even track my steps anymore on the app. 

[DavideFitbit]

@cquirox26 Thank you for sharing this update and for confirming that you already tried the steps suggested. I'm sorry to see you're still having this problem. 

In this case, since you continue to experience the same issue after all the steps suggested, I do recommend that you get in touch with the Customer Support team so they can provide you with the next steps. 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.

I'll be around. 

[Mnpawlik]

Thanks for the advice Davide. Unfortunately I’ve tried all your suggestions and I have an unresponsive black screen that won’t react to anything. It’s been ongoing for 2 days and the Fitbit is 4 days old - so it’s a little disappointing. The app is picking up metrics but nothing reads on the watch, I also can’t get it to run an available update. Anything else I can do? 

Thanks!

Marta

[DavideFitbit]

Welcome to the Fitbit Community forums, @Mnpawlik. 

Thank you for confirming that you're having the same inconvenience with your Charge 5 and that you already tried the troubleshooting steps suggested.  

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

Have a good day. 

[Mnpawlik]

Thank you!

Sent from my iPhone

[DavideFitbit]

No problem, @Mnpawlik!  

[Lindasty]

I’m having the same problem! Restarting did not work. Removed Charge 5 from app

uninstalled and reinstalled app now I can’t reconnect because screen is still white! 

---------

I followed all instructions and tried to set up device but since the screen is still unresponsive I wasn’t able to complete it! 

[DavideFitbit]

@Lindasty Thank you for sharing that you've been having the same issue with your Charge 5 and that you've tried the steps suggested earlier. 

It seems that you were able to get in touch with the Customer Support team and they've provided you with some instructions. In this case, they will let you know about the next steps. 

See you around. 

[lockbull1207]

Hi,

I am having the same issue, the screen first would flash the regular display brightly, then it just went white. I tried restarting multiple times, then changed the clock display, still got the white screen. I then changed the display back, now I just get a black screen. The only time I see anything at all is the fitbit logo 10 seconds after a restart. It is functioning and tracking, just providing no display. I will call support mid-morning my time but any help is greatly appreciated. Thanks!

--------

...I also tried removing the device, uninstalling and reinstalling the app on my phone, and re-connecting the device to my phone. Catch-22, it asks to enter the digits on the display, and there is no display!!

[DavideFitbit]

@lockbull1207 Thank you for all the updates and for confirming that you already tried all the troubleshooting steps suggested earlier. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

Have a good day. 

[Mnpawlik]

Hi David,

FitBit kindly warrantied the product 3 months ago after various trouble shooting methods did not work.

Thank you,
Marta

Sent from my iPhone

[TheIronMaiden]

Same here, I tried all the reset and nothing works. I tried reinstalling the app and device but I can’t even see the 4 digits on the device so I’m screwed.

I must say Charge 5 is the worst of all Fitbit.

[DavideFitbit]

@Mnpawlik Thank you for sharing this update, it's good to know that it's been covered by the warranty. 

@TheIronMaiden Thanks for confirming that you already tried all the steps suggested earlier and that you're still having trouble with the display. In this case, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

See you around. 

[pkerch]

I just started experiencing this, and posted about it but then found your post. My issue seems to correspond with firmware update, but wondering what, if any, resolution occurred, While I’ve had it for about 8 months, I didn’t expect a failure like this so soon!

[DavideFitbit]

@pkerch Thank you for sharing that you're experiencing the same inconvenience with your Charge 5. 

I've proceeded to send your information to the Customer Support team, but I've been informed that you already got in touch with them and it seems they've provided you with more information. Let me know if you have other questions. 

Thanks again for all the information and feedback provided about this issue. 

[lynex]

Hi,

I just had the same problem today. The screen went white. Reset doesnt work. Doesnt want to unpair with my fitbit app since, it will require the enter the code shown on fitbit screen which obviously cant be seen now.

Any solution will be much appreciated