Out of nowhere, random horizontal lines, and now a dead face

[Joriexsloane]

Hi,

I charged my charge five the other day and then yesterday the interface was alternating between normal clock and then colorful horizontal lines. Today, the screen is completely black but vibrates now and again (assumingely telling me to move). It looked like it also track my sleep last night, but the screen is not responsive. Help!

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Community forums, @Joriexsloane. 

Thank you for sharing that you've having this inconvenience with your Charge 5 display. 

There are a few general troubleshooting steps that have been helpful for other users with display issues. Please make sure to try the following: 

1. Complete the 3 pulse restart procedure.
2. Follow these steps in case you're having trouble to charge your device. 
3. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
4. If you  can't sync, tap on your profile picture > Charge 5 > Tile to see if a firmware banner appears. 
5. 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. 

Let me know if the display remains unresponsive afterwards. 

[Joriexsloane]

Hi,

The fitbit is charging no problem but despite the trouble shooting steps,
the screen is still unresponsive. It continues to buzz and is clearly awake
but the screen has no image or something will flash for a second and then
disappear again.

I forgot to mention, I got the fitbit January 2023...

Now what?

[DavideFitbit]

@Joriexsloane Thank you for your reply and for confirming that you already tried the steps suggested. 

I've been informed that you already 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.