Charge 6 screen unresponsive & won't restart with manual methods

[488]

I've checked other posts and my Charge 6 won't restart with the manual methods - plug in, press 3x waiting 1 second in between & pull the cord in and out method - so my watch screen remains unresponsive. Can access any features on my watch. Right now it's just a clock and heart rate monitor! 

[FatimaFitbit]

Hi there @488! A warm welcome to the Fitbit Community!

Thank you for reporting this situation and for all your efforts.

Have you checked if your Charge 6 needs a firmware update?

You can try to follow the troubleshooting steps described in these help articles: How do I update my Fitbit device? and Why can't I update my Fitbit device? 

[488]

Hi. Thanks Fatima. I've tried that now and it still hasn't fixed the problem. Screen is still unresponsive. 

[FatimaFitbit]

Hi there @488!

Thank you so much for your answer and for all your efforts.

I suggest you try to change the clock face. 

Have you already tried to restart your Charge 6 with the charging cable?

If not please try to do the following:

1. Connect your device to the charging cable. 
2. Press the button located on the flat end of the charger 3 times with one-second pause between each press. Then wait 10 seconds or until the Fitbit logo appears.
3. Another way to restart your device is to unplug it, wait a second, and plug it back in. Repeat this process 3 times in an 8 seconds interval and then wait 10 seconds until the device restarts.

[488]

Thank you. I’ve done both of those things now and the screen is still unresponsive. 

[488]

The watch screen is still unresponsive. What do I do next?

[FatimaFitbit]

Hi there @488! Thank you so much for your answer and your efforts.

Since you have tried the steps and your Charge 6 still doesn't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here.

This form is for you only, so let me know when you have completed it.

[488]

Thanks Fatima. I’ve submitted it. 

[488]

Hi Fatima. Ive submitted the form. What happens next? 

[FatimaFitbit]

Hi @488! Thank you so much for your answer.

You will receive an answer from our team very soon. Please check your spam and junk folder too.