Red circle white x Charge 5

[JaniceZ33]

My Fitbit hasbee working fine. This afternoo. I tried to do an update. Now it won't sync and I have a red circle Woth white x.

The post I found and went through had a best answer which was no answer in my opinion.

It's basically new. Is it dead? 

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @JaniceZ33. 

Thank you for confirming that you've been having this inconvenience with your Charge 5 as well and that you already tried a few troubleshooting steps. 

Let me know what are the steps that you found in the forums and that you already tried. In the meantime, you can find here below some of the steps that are usually helpful with any type of display issues:

1. Complete the 3 pulse restart procedure method using the charging cable.
2. Please sync your device in the Fitbit app by tapping your profile picture > Charge 5 > Sync Now.
3. If you  can't sync, please try tapping on your profile picture > Charge 5 > Tile to see if the firmware banner appears (since a new firmware version has been released for the Charge 5).
4. 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. 

If these are the steps you were referring to and you continue to experience the same problem, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. You can click here to get connected.

I'll be around. 

[JosiahS]

This worked for me: let the red circle white x drain the battery completely. Then plugin the charger. The Fitbit becomes responsive, but let it charge. Then attempt to change the clock face via the app. 

[DavideFitbit]

It's good to see you around the Community forums for the first time, @JosiahS. 

Thanks you for sharing your experience and the steps that worked for you. I'm sure this will be useful for other users as well. 

See you around.  

[Atiko]

I also had this problem it restarted and worked but now it won't charge and stays on 0%

[DavideFitbit]

@Atiko Thanks for sharing that you've been having this inconvenience to recharge your Charge 5. 

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. 

Have a good day. 

[AJMJAM]

I'm having the same problem, can you share any tips to resolve it?

Thanks!

[JaniceZ33]

Unfortunately i ended up calling customer service because I had no luck with any of the suggestions. They sent me a new one.

[DavideFitbit]

Welcome to the Fitbit Community forums, @AJMJAM. 

Thanks for sharing that you've been having the same issue with your Charge 5. 

Before considering other options, could you please confirm if you already tried the steps shared here previously? 

@JaniceZ33 That's good news, thanks for sharing this update! 

[42003989]

Hi, I have tried all these methods. Also tried to force sync, remove the device and and again - but all problems persist. Plus now I am not able to find the Charge 5 again to pair on my phone.

Please help, I am getting no help and even though it is under 1 year warranty, I have got no support. The warranty ends in April.

[Atiko]

Message fitbit on twitter they're much more helpful than on the community
pages

[AJMJAM]

Customer service confirmed my watch was toast and there was nothing to fix it. It was a couple of months past the one-year warranty (so about 14 months old). This is my third Charge 5. The first one broke a month before the one-year warranty, so they sent me a new one at no charge. That brand new replacement died after 2 months (!!!) but they wouldn't replace it because they said the warranty was off the original watch which was now just past the warranty period. They sent me a dud as a replacement and then refused to own it. So I bought my third watch, and that one died two months after the warranty ended (around 14 months after getting it). Three watches in roughly two years, two of which I had to pay for. Ridiculous!

I had success calling their customer support number. Wait wasn't terrible either. 

[Nydiadiaz]

You are lucky they asked me to purchase another and only a discount.  I am very disappointed as it stop working after an intentional upgrade to damage the use of it.

[AJMJAM]

Same exact thing happened to me. It happened right after I did a Fitbit software upgrade/install. Seems awfully suspicious that so many of us experienced the same thing with our watches dying right after a Fitbit software upgrade/install. They also made me offered me a discount to buy a new one.

[bohara]

This has happened with me- after the software update, was working fine before then. Its just died again on me now, will try charging it to 100% then letting it completely die, if it doesn't work again i'm getting back in contact with the customer support team.

[Everdeen77]

Got the same thing, and phone refuse to pair now. Been restarting both several times with no luck. Amazing that they dont even test the update before rolling it out to the public. It really needs a firmware fix. Have no idea what else I can do with this. 

[bohara]

Since ive spoken to their customer service team mine seems to have worked the past few days. Charge your watch to 100% , forget the device on your phone and set up new device again. Hopefully you might fix it.

[Rpanner]

Same thing. Just did the upgrade, red x, won’t restart or find the device. Very frustrating 

[Everdeen77]

That is exactly what I did, and it doesnt work. Clearly its not a 100% fix and only seem to work for the few. 

[tpcdelisle]

I hope something can be done. My wife and I are on four Charge 5s in less than two year. She went to the Charge 5 from a Charge 4 because it actually burned her wrist. Fitbit is offering 35% off of a new one but I'm not sure that I want to buy a fifth one.

The same for me.