Still working dark screen Charge 5

[Hw4]

My Fitbit has suddenly developed a blank screen - but it is still syncing and appears to be working otherwise. Have tried reset (pushing USB button three times) and it vibrates whenever button pressed but it has not fixed the problem. Logo not appearing. Nothing changing. Help please. 

Moderator edit: subject updated for clarity

[Anitaj5]

I have the exact same issue with my charge 5 since yesterday. Screen black, still syncing with phone but not responding to restart when pushing button on charge cable. 
many ideas?

[Hw4]

They suggested changing clock face. Tried it but didn’t work for me. Might for you?

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

[Anitaj5]

Decided to just wear it again today after rebooting to see if anything might happen and the screen has come back on.
Thanks so much for advise.

Sent from my iPhone

[Hw4]

That’s great news. I’ll do the same and see what happens.

Customer care is a bit long winded and ultimately can’t give immediate fix so have been given a case number and will be dealt with eventually I hope.

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Hw4 @Anitaj5. 

I appreciate the details that you've provided about this issue with your Charge 5 and for confirming that you already tried a few troubleshooting steps. 

@Hw4 If you already tried to complete the 3 pulse restart procedure and you continue to experience the same problem, some users have also found useful the steps listed here below: 

1. Please sync your device in the Fitbit app. 
2. If you  can't sync:
   • Remove the device in the Fitbit app.
   • Uninstall and reinstall the Fitbit app.
   • Set up the device again.
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. 

@Anitaj5 Thanks for sharing this update, it's good to know your device is working properly now. 

I'll be around. 

[Anitaj5]

Unfortunately Fitbit died again during the day yesterday. I tried changing the clock face which did bring it back up again for a time but it then died again. Think it’s an issue with battery. App showed battery ok for charge and it should have been ok as I pop it on everyday for a Top-Up for approx 15-20mins. Got a prompt message from Fitbit that battery low in afternoon yesterday but couldn’t put on charge for a few hours as I was out. When finally did get onto charge battery icon on Fitbit was red saying critical. I connected to charger left over night but still dead this morning. I cleaned back of Fitbit and charger connection but when tried pressing button on charger three times many times nothing no vibration at all. I have now plugged into my computer to see if that can restart🤞🤞🤞🤞 

Moderator edit: format

[Dangol]

Im having the same issue! 

While trying to charge and do the pulse start the device is just heating up.

[Hw4]

Just an update. Fitbit is now draining battery 🪫 like there’s no tomorrow. Gone from 100% charged to zero in less than a day.

Still no word from them about fixes but I guess it’s the weekend so that is understandable.

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

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Done them all. Not joy. As the screen is totally blank without any bangs knocks or external ‘trauma’ or anything that could have conceivably busted the hardware - And the device is less than a week old - I am guessing there’s a software glitch. Or I just got a frazzled bit of hardware from new and a circuit board has a weak solder or something

Anyone else with new Fitbit Charge 5 who has updated software in the last week having the same issues?

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

[IrenYaprak]

Tried them all. Nothing helps. I removed the device from the app menu and now unable to pair it again. So disappointed 😞

[Anitaj5]

I did the same thing today no power in Fitbit so Bluetooth in phone can’t find it.

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I only have mine since Dec. Have to say this is not the first Fitbit I have had issues with though. This was a gift to replace previous failed one.

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Think you could be right. Mine had power even though black screen then down to zero in half a day!!!

[Hw4]

Have they asked you to supply literally every bit of your personal details?

They asked for my full address etc. not information I usually give companies because I don’t want my data sold or used for marketing purposes.

I don’t understand why they need it when I have already verified my identity by telling them where I bought it and supplying the email that the Fitbit account is working from.

Feels a bit dodgy now. Might switch to Garmin is this is how they operate.

😞

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

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fitbit charge 5

syc with iPhone 13

Have they asked anyone to supply literally every bit of your personal details in order to get customer support for a technical issue? 

They asked for my full address etc. this is not information I usually give companies because I don’t want my data sold or used for marketing purposes.

I don’t understand why they need it when I have already verified my identity by telling them where I bought it and supplying the email that the Fitbit account is working from.

Feels a bit dodgy now. Might switch to Garmin is this is how they operate.

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I’ve done all

of the above already

[Anitaj5]

We got in contact with Fitbit customer service yesterday as was bought on line with Fitbit. They are sending me out a replacement pebble. Maybe worth contacting them. Very impressed with the customer service received.

Sent from my iPhone

[Hw4]

Ahh - perhaps that’s why they want my address. That would make sense wouldn’t it.

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

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Update. They replied to my query about why they need extra details Basically, they have decided to send out a new Fitbit. Hence asking for my full address. I was just being paranoid! 

Sent from my iPhone using big fingers on small buttons. Please excuse any typos. Thank Ken Kocienda if it really doesn’t make sense.

[Hw4]

There’s a fair bit of advice on this thread.  I would it all, but ultimately, contact customer support. They’ll tell you the same stuff. If it doesn’t work - they will ask for your address to send out a replacement. Seems like in my case at least - no fix was possible. 

[DavideFitbit]

Hi everyone, I appreciate all the updates and information that you've provided so far about this issue. 

I'm sorry to see that you've still having this problem, but it's good to know that some of you have received a replacement. 

If you already tried all the troubleshooting steps mentioned here earlier and you continue to have the same inconvenience with the display, I do recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed or if there are any options available for you. 

If they request some personal information for a replacement, please keep in mind that it's only requested to have the correct shipping information available. Thanks again for all the feedback and comments provided about this. The team continues to work to improve the quality of products and services, and your feedback is big part of that process. 

See you around. 

[minimel88]

I had the same thing that started yesterday though would show 100% charged on screen before reverting to black screen. (Mine also had 5 dots at the top, the middle one red.) Rebooted per instructions with cable. First time did nothing. Took it off the charger, put it on, tried wearing it a few minutes, nothing. Put it on the charger, rebooted with the 3 button pushes a second time and the logo flashed up and now it's working. 

[DavideFitbit]

Welcome to the Fitbit Community forums, @minimel88. 

Thank you for sharing the steps that worked for you, I'm sure it will be useful for other users as well. It's great to know that your device is working properly now! 

See you around.  

[Anitaj5]

Hi David
You guys replaced my pebble as it totally crashed. New one up and running perfectly.
Anita

Sent from my iPhone

[Meul80]

Dear Davide, thanks for sharing all possible resolutions for this problem. I’ve done everything you’ve said and still it doesn’t respond and shows a black screen. It sometimes gives the Fitbit logo when pressing restart but nothing more. Its been like this for 2 days now. What can I do next? Marieke