Only blue dots, won't go away after reset Charge 5

[ShiraM]

Hello,

I am stuck.  My Fitbit Charge 5 will only display the fitbit icon of the blue dots diamond.  I have reset it via the charge cord (pressing the reset button 3 time).  It turns off, then turns right back on to the blue dots.  So very frustrating.  The app/phone will not sync and is always searching for the devise.  Any suggestions?  It is about 1 year old.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @ShiraM. 

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 already contacted the Customer Support team for further assistance with this. In this case, they will let you know how to proceed.  

[Whysodifficult6]

Same thing has happened with my Fitbit.  It seems to happen over and over when I workout.  Have contacted support and they wanted a video of plugging it in.  Been using Inspire.  Sadly forgot it at home and Charge 5 has crashed again. 

[ShiraM]

Thank you.  I am hoping to hear from someone very soon.  As almost everyone on here can attest, being without the FitBit feels naked.  I am leaving soon for a hiking trip and would like to have the watch and monitors on my trip.  Thanks.  I have tried again today by letting the battery run dead (since the blue diamond never disappears it runs down quickly) and then charging it, resetting it, and immediately the illuminated blue diamond reappears and won't go away.  Look forward to hearing!

[DavideFitbit]

Hi, welcome to the Fitbit Community, @Whysodifficult6 @ShiraM. 

Thanks for confirming that you experienced the same problem with your Charge 5 device and  that you already tried a few troubleshooting steps. 

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

[Whysodifficult6]

I contacted Fitbit Services and they sent me a link to return the device to them.  I received another one due to it only being in my ownership for around 6 months and we did have the purchase information and receipt since it was a Christmas gift.  New one is working just fine.

[ShiraM]

That is great they helped you as they should have. I still don’t know what caused it and wonder if it will happen again. 
Fitbit elected to “help” me by giving me a minor discount and not wanting to provide expedited shipped. I was not happy but since another family member has a FB, I ordered and paid for another one. If I have an ounce more trouble with it, I will purchase a different main brand going forward. I had a previous one die after a few years before as wel. 
I wish there was better customer service and help on their end as the constant blue dots was obviously a FB issue and nothing I did. 

[DavideFitbit]

@Whysodifficult6 @ShiraM Thanks for taking the time to share all your feedback and your experience with the device. This is always helpful to continue improving the quality of products and services.