Charge 6 frozen with blue diamond display. It is totally non-responsive.

[Jenny_01]

Charge 6 frozen with blue diamond display. It is totally non-responsive, and neither of my charging cords has any type of reset button.  I have seen the images posted of the recharger unit, and neither has ANY type of reset button.  It's just a USB connector end, like any other.  Can not turn off, reset, or get any display other than the blue diamond.

[Jenny_01]

My mistake! I just realized I was using an Amazon-purchased charging cable that I bought because it was longer than the one that came with the Charge 6.  I found the original FitBit cable and it does have the reset button on it.  However, I have tried a few dozen times to try to reset it, but nothing changes. It’s just always still the blue diamond.

[RiekoC]

Hello @Jenny_01 

Thanks for letting us know that you found your original Fitbit charging cable and tried to restart your Charge 6 without success. 

Just to let you know, there's now a way to attempt a restart when you don't have the original charging cable. This page (<-- click) has the steps to use. 

Another recommended troubleshooting step to try is changing the clock face. If you haven't tried this before, this page (<-- click) has the instructions. 

How long have you had your Charge 6?

[Jenny_01]

Thanks very much for your help, but neither of the approaches worked.  All i ever get is the blue diamond, and nothing ever changes.  Sometimes I can get it to vibrate once, sometimes not.  But it's always just the blue diamond, and nothing else.  I've had my Charge 6 for almost exactly one year.  I'll keep trying your suggestions and also continue looking online.

Thanks again for your help.

Jenny_01 

[RiekoC]

Hello @Jenny_01 

Sorry to see that none of the troubleshooting worked. 

At this point, the next step is to contact Support (<-- click). Complete the prompt in Step 1. Tap Continue in Step 2 (ignore the Resources; you already tried them) to get to Step 3 which has the contact options. 

[Jenny_01]

Thanks very much. I'm tied up with a lot of other things now. Ill get back
to that in a few days.
Thanks very much for your help and support.

---

Finally! It appears to be working OK.  I was tied up with other things for many days and didn't have time to work with it.  The battery discharged during this time, and I was hoping a new charge MIGHT get it working again.  I charged it this afternoon and - at least for the last hour or so - it seems to be working properly!

Thanks to everyone for your help.

[Jenny_01]

Once again, my Fitbit 6 is getting frozen with only the Blue Diamond on display. On any given day, it may or may not work for a few hours, but then it always goes to the Blue Diamond and I can't get it to work properly.  Then, maybe a few hours or a half-day or a day later, it works again for a few hours, and then it happens all over again. The Fitbit is just barely over a year old. I received it on 6 Sept. 2024.  I tried to contact Tech Support to see if they would send me a replacement, even though it is (just barely) out of the one-year warranty period, but of course they never answered.

I like the Fitbit 6 when it works.  I guess I have no option but to buy a new one.

Question: When I get the new one, will my Fitbit account continue to add data and statistics to the already-existing data such that I don't lose that previous data?  Is there anything special I need to do to retain the old data and continue adding to it?  Or will the new one start from scratch with totally new data?  

Thanks very much for your help.

[RiekoC]

Hello @Jenny_01 

There's one more non-standard troubleshooting step that you could try to restore your Charge 6. A Charge 5 user was able to restore their device after exposing it to freezer temps. This thread (<-- click) details what they did. This method has worked for some, but not all users experiencing a similar issue. Still, it might be worth a try.

As for your question about using a replacement Charge 6, your data is tied to your Fitbit/Google account and not the device. I've gone from a Charge 5 to Pixel Watches without any loss of data. If you can, sync your old Charge 6 before adding the new one. Then, disconnect the old Charge 6 from your Fitbit app. If possible, move your old Charge 6 over 30 feet away from your phone when you add your new one. Or let the battery completely drain on the old Charge 6. Basically, you want the app to only see the new Charge 6.

[Jenny_01]

Thanks very much for all of your help, RiekoC.  Following your advice, I did put it in the freezer for about 5 or 6 hours today.  It was working when I put in the freezer, and it has been working since I took it out and let it come back to room temperature. The last few days it's just been hit or miss.  The next time it freezes up, I'll definitely put it in the freezer again and see if that works.  That would be a better test, I guess.

And thanks for the info on the data syncing.

Thanks again for all of your help,

Jennie_01