Screen flashes bright white every time screen activates Charge 5

[Renzema]

Hi,

Since the last update, every time that my a Charge 5 screen activates, it shows Bright white before fading to the proper information. It is really quite bright, as all pixels seem to emit at 100%. During the day it is annoying because it delays information, but overnight is is almost blinding.

I spoke to fitbit support and they had me reset the watch. At that point, the information shown brightly for a second, but the white disappeared. But within a day, the white box was back.

Here’s what it looks like:

https://youtu.be/GvXdsJMjgqQ

Is this normal? Fitbit support said that it was, but given that the behavior changed when I reset it, I have my doubts… it is most distracting overnight. And it doesn’t seem to matter which clock face I have on.

 

 

 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, I appreciate all the information provided about this inconvenience with your Charge 5, the troubleshooting steps that you've tried and for the pictures, @Renzema. 

It doesn't seem to be a normal display behavior to shine in this way. It's usually recommended to complete a three pulse restart or changing the clock face option to resolve any type of display issues.

However, if you already tried these steps and you continue to experience this problem, I do recommend that you continue the communication with the Customer Support team so they can let you know about the next steps. You can click here to get connected. 

I'll be around. 

[Fitz5487]

Mine is doing this too! In fact, the flash is so bright at night that I’ve mistaken it for lightning more and once and it has startled me when half asleep. Almost at the point where I’ll just stop wearing the watch. 

[Renzema · Accepted solution]

This seems to be a hardware issue. I have noted the longer between activations, the longer and brighter the flash

I chatted with Fitbit support three times. The first time they had me reset the watch and change the screen background (and informed me that it was normal (thanks to davide above for t lying me that it was not)). The second time they had me delete all user data from the watch. The third time they authorised a return.  

Moderator edit: removed personal info

[DavideFitbit]

Hi, thank you for confirming that you've been experiencing the same inconvenience with your Charge 5, @Fitz5487.  

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. 

@Renzema Thank you for sharing your feedback and your experience with this. Since you already tried all the basic steps shared in the forums, I recommend that you continue the communication with the Support team. 

See you around. 

[Ian684]

@Renzema I've started to have the same issue, I'd assumed it was software related as it was around the same time of a recent update, but you stated you think it might be hardware related.

Were you able to get a working replacement and how has your Fitbit faired since?

@Fitz5487 are you still having this issue also?

[Renzema]

I sent it back and they sent me a new one.  No problems since.

[Fitz5487]

Same for me, Fitbit kindly replaced the watch. It stopped working altogether in the end!

[DavideFitbit]

Welcome to the Fitbit Community forums, @Ian684. 

Thank you for sharing that you've been having the same inconvenience with your Charge 5. 

It seems that you were also able to get in touch with the Customer Support team for further assistance with this. In this case, I recommend that you continue the communication with them so they can provide you with the next steps. 

@Renzema @Fitz5487 That's great news! Thanks for sharing these updates. 

Have a good day. 

[MissBecki]

My Fitbit has started doing this as well.  It is really bright I was at the cinema and it kept activating.  I had to take it off and put in my bag. 

How do I get this rectified? 

[literallyharris]

Same issue here, except the screen is flickering and unreadable completely.

[MissBecki]

I will be taking mine back to the retailer.  

I was at the pool yesterday afternoon and it started buzzing constantly and flashing and now it is dead. 

It is not even 6 months old. 

[DavideFitbit]

Welcome to the Community forums, @MissBecki @literallyharris. 

Thank you for sharing that you've having the same inconvenience with your Charge 5.

@MissBecki If you haven't done so already, please let me know if you already tried the steps mentioned here earlier to complete the restart procedure and to change the clock face option on the device, as these steps are usually helpful with display issues. 

@literallyharris  It seems that you had already contacted the Support team and they had provided you with some troubleshooting steps. I've gone ahead and sent your information to them again for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Have a good day.