Charge 6 black screen, unresponsive to button, won't restart

[TortieMom2011]

My daughter has a new Charge 6. After pairing it with the app 3 months ago it has had a black screen. It vibrates if you press the button and the green light will flash sporadically. Restart does not work via the cable. The app shows her device and that it is synced and battery 100%. In the Bluetooth pairing screen on my phone I see the Charge 6 but if I try to get details the message is that I need an app to use this device. We bought this Fitbit at the beginning of March. I also have a Charge 6 that has never had a problem.

[RiekoC]

Hello @TortieMom2011 

The one other recommended troubleshooting step is to try to change the clock face. However, I'm not confident that will work for your daughter's device. In case you want to try it, this article has the instructions: How to change the clock face (<-- click link)

The next step would be to contact Support (<-- click link). Complete the prompts until you get to the page with the contact options.

Personally, I have had better response when I called versus chat.

[SHMbak]

I also got a black screen in early June, but no vibration or other response with the charge cable reset button.  Battery was low at the time I put it on charger (after which screen went black and unresponsive.)  I went through the whole routine (been through the same thing with 2 prior Charge 5s)  of cleaning contacts, using reset button, uninstalling/reinstalling app, etc. Customer service ordered me a replacement under warranty, so I switched to that in mid-June.  I tried charging/resetting the old one a few more times, but no response.  A month later, the old Charge 6 was still sitting on my dresser because I hadn't dropped it off at the hazardous waste collection site.  So I plugged it in just for the heck of it, did the reset, and it returned to life!  By then it would have been totally dead, maybe that made a difference?   I now wish I'd tried that with my previous Charge 5s.  There's got to be some kind of glitch in both Charge 5 and Charge 6. My plan is to recharge every few days instead of waiting until I'm at 20%.    

[MelyB]

I just had the same issue. Bad customer service

[jgreenebrowne]

I had the same issue, but it's solved now!  It was totally dead, I was ready to buy a different brand, since it was only 18 months old.  But now it works!  At the end of the charging cable, there is a little button. Support told me to do this

1. push that button 3 times, 1 second apart.  I actually had to push it 4 times. 

2.  Look for a flash or the fitbit logo or a vibration.  That means it restarted the fitbit. 

3.  Before, the phone could not connect, but now it can again.  So:

4.  Open up the phone app, and click update the software.

5. After that, in bluetooth on the phone, click forget device

6. Pair the fitbit device again. 

And that's it, all good now!  Wanted to share, since I really thought it was done for.