Timer and stopwatch freezing after some time

[SunsetRunner]

I always wore a separate casio watch to use as a stopwatch with my Charge 4, and I hoped the Charge 5 always on display could replace the Casio.

It worked fine as a stopwatch until I went over 60 minutes. Because the always on display goes dim but still visible, and when you flick/tap it fully illuminates.

Pre 60 mins the stopwatch continues to tick in dim mode, so you can see the time without having to do the full flick motion.

However, post 60 mins, the stopwatch freezes, so you have to flick your wrist every time, which is very annoying.

[DavideFitbit]

Hi, thank you for sharing this information about what you've been experiencing with your new Charge 5, @SunsetRunner. 

Just to confirm, does the timer stop completely after one hour (it freezes) or it's just that the screen goes dim, but the timer keeps going? 

If the screen goes dim and you can still see the timer, it sounds like it's something designed to save battery life, but we'll need to continue to test it to see if this is how it should work. Could you please try to restart your device as well and check if you continue to experience the same behavior? 

I'll be around. 

[SunsetRunner]

Hi David,

So after 60 minutes, if the screen dims then the timer "pauses".  So if you look at the screen whilst it's dim, the timer doesn't advance any further.

When you wake the screen, the timer "catches up" and displays the right time.

Example,

a) I put my wrist down after 1hr, 10mins and 15seconds.

b) I glance at the screen or angle my wrist very slightly to see the screen and check the timer, but the timer still displays 1hr, 10mins and 15s

c) I flick my wrist up and suddenly the timer displays 1hr 10mins and 45s


___________________

Pre 60 mins, you can see the timer advance without needing to do the full "wrist flick" motion

[Schlack]

Got the charge 5, set it up correctly and gave it every permission it needs. 

i have already tried multiple restarts of the phone and the watch itself.

Problem is the following: the timer/stopwatch isn‘t counting correctly I’m afraid. When it‘s starting there‘s no numbers appearing on the display.

i click start and it counts 1, 2….. then nothing and after a couple seconds it’s at second 12. same with the timer. I set a 1 minute timer, it starts at 1 minute, counts down, then the display „freezes“ spontaneously.

Moderator Edit: Clarified subject

[SunsetRunner]

https://imgur.com/a/LczsvIb  Video here

My Charge 5 display is set to "always on", however, the device will auto dim to save battery life.  This is normal.

The MASSIVE problem is, that if you have a stopwatch running, when the screen autodims the stopwatch "freezes".  And when you flick your wrist or tap the screen to wake it, the stopwatch catches up with how many seconds have elapsed.

THEREFORE, the "always on" feature is broken because you still have to flick/tap to see the actual time.  Which renders the stopwatch pointless.  EG  I was cooking just now and I don't want to have to flick my wrist to see how long my steak has been sizzling for.


ALSO, when you start a workout - once the workout timer gets past 60 mins, the same issue happens.  The dimmed screen does not display the elapsed time in "real time".

[Miguefferreira]

So far twice during bikes rides I noticed my charge 5 has stopped the exercise. I am not sure if this is accidental or if somewhat timer based (not 100% accurate but coincidentally both times this happened around the 1h mark).

I have been wearing long sleeved jacket during the ride occasionally lifting my wrist to check on prompts. I don’t know if this gesture is capable of triggering exercise exit. Regardless can I please suggest adding a locked screen mode during sports or at the very least create a sequence of steps that cannot be triggered by accident? 

[SilviaFitbit]

@Schlack Welcome to the Fitbit Community. Thanks for the details mentioned. 

I appreciate the troubleshooting performed prior to posting. I was able to see that you have a case with our Support team, feel free to continue the communication with them to avoid any confusion. 

See you around. 

[SunsetRunner]

Try changing clock face, I had same issue

[DavideFitbit]

@SunsetRunner Thank you for your reply and for all the extra details that you've provided so far. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them and it seems they have provided you with some instructions. In this case, they will let you know how to proceed. 

We'll continue to monitor the Charge 5 board of the Community to see if any other users are experiencing something similar. Thank you for the feedback and information provided. 

Have a good day. 

[Tazzie88]

I've tried numerous clock faces and restarted my Charge 5 and still no luck, never mind, hopefully Fitbit will sort it. 

----------------------------------

Having exactly the same problem, i restarted my device and still no luck.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @Miguefferreira @Tazzie88.  

Thank you for sharing all this information about what you've been experiencing with your Charge 5. Before considering other options, could you please provide us with the following information: 

1. Are you only experiencing this with the bike workout, or is it happening with other workout modes? 

2. Let me know if you always have this problem after the 1 hour mark or if it was happened to you before you reach that period of time. 

3. Let me know if you already tried the restart procedure and if you continue to experience the same problem after that. 

In the meantime, you can also try to disable the Screen Wake feature on you device's settings and try changing to a different clock face to see if you experience the same behavior. 

Please keep me posted. 

[DavideFitbit]

Thank you for all the details shared so far, @SunsetRunner @Schlack @Miguefferreira @Tazzie88. 

If possible and in addition to all the steps mentioned earlier, if you experience this inconvenience again, could you please also share a video here in the Community showing the problem you've been having with the timer? We've shared this information with the team and it would be really helpful for them to see exactly how the issue occurs.  

When you post in the forums, there's an icon to share a video, and you can share a 3 minute high resolution video and up to 3 attachments may be included in a single post.

Have a great day. 

[SunsetRunner]

I already shared these videos via Twitter, it will not let me upload .mp4 video from my phone, lol

https://imgur.com/a/LczsvIb

[Schlack]

I‘ve already contacted the support this day. The only possible fix was to
delete all User-data

A normal restart of the device (watch + phone) couldn’t fix the problem.

Now that the problem doesn’t occur I am afraid I can’t bring you any video
evidence any longer.

Sorry ^^ but the problem is fixed at least!

[RichGonzo]

Just wanted to chim in and say I'm seeing the same bug as everyone else. This morning after my workout hit 1 Hour, the Dim mode stop displaying the correct workout timer unless I woke it up. It also was doing it with the stop watch feature. 

[DavideFitbit]

Thank you for sharing those, @SunsetRunner! 

It's good to know that you've contacted the Customer Support team and that you were able to resolve with the factory reset, thank you for sharing @Schlack. 😁  

Welcome to the Community forums, @RichGonzo. Could you please confirm if you already tried the restart procedure, or the factory reset in case you continue to have the same problem?  

I'll be around. 

[SunsetRunner]

No David, I received a warranty replacement but the problem still exists on both devices and I believe is replicable across all devices.

The stopwatch stops ticking after 5mins as evidenced below

https://www.youtube.com/watch?v=_OZQ2gnf3JU

[DavideFitbit]

Thank you for sharing the video @SunsetRunner. 

The information has been shared with the team so they can review it and try to replicate it. 

Just to confirm, the problem with the stopwatch freezing is the same one you mentioned earlier, correct? 

I can see in the video that this is the stopwatch, so just let me know if this is happening only with the stopwatch feature and not with the Timer or the workout mode (exercise shortcuts). 

Keep me posted.  

[SunsetRunner]

It happens with both, stopwatch after 5mins and workout after 60-65mins

[DavideFitbit]

Thank you for the confirmation, @SunsetRunner! 

For the moment we're collecting information from users experiencing this inconvenience, but this has been shared with the team so they can look into it. 

Have a good day.