Fitbit Charge 6 side button non-responsive

[dsingleton421]

I got my Charge 6 at the start of the year, and it worked perfectly through mid-May. During a long bike ride, I noticed that it was completely discharged, but I had started the day with it mostly charged. At that point, it needed to be charged pretty much daily, and I had been charging it once a week prior to that. This was issue #1.

Issue #2: just about two weeks ago, I could not wake the screen in the morning after taking it off the charger. I do not feel any vibration anymore from the side button when squeezing the Fitbit between my fingers. My phone could still sync with it and reported it at 100% charge. I used the 3-pulse reset using the charging cord button, but that has no effect. If the Fitbit is completely discharged and I connect the charger, it briefly displays the Fitbit logo on the screen before going blank, so the screen seems to work. If I change clock faces with the phone app, a progress bar appears on the tracker, but when it is finished it goes black. If I wear it when it is charged, it seems to count steps and record heartrate, and sends the data to the phone app. It seems like the tracker is working however the screen will not wake up. 

[RiekoC]

Hello @dsingleton421 

Sorry to see that your Charge 6 stopped working properly.

Since you've already tried the recommended troubleshooting, 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've had better response when I call over chat.

Although it shouldn't have to be this way, you will need to be your own advocate and followup with Support until you get resolution.

[dsingleton421]

Thanks for the suggestion. I spent about 30 minutes on the chat this morning, and they did authorize an RMA/replacement for it. This forum suggested a list of troubleshooting steps to try, and it was helpful to have done all of them before going to the support chat. They only had me re-verify that using the charger button reset didn't wake up the screen, and then approved the RMA. 

[RiekoC]

Hello @dsingleton421 

Thank you for your update and letting us know that you'll be getting a replacement.

Just stay vigilant until you get confirmation that your replacement shipped and that you receive it.

[Salavicius]

I had some similar issues:

"I do not feel any vibration anymore from the side button when squeezing the Fitbit between my fingers. My phone could still sync with it and reported it at 100% charge. I used the 3-pulse reset using the charging cord button, but that has no effect. If the Fitbit is completely discharged and I connect the charger, it briefly displays the Fitbit logo on the screen before going blank, so the screen seems to work"

The source of my problem was using a non-original longer cable bought online.  It shorted my battery; thankfully only temporarily.  I plugged in my orginal cable and waited a few hours and it was ok again.  I am now following the charge and discharge rates for the next few weeks. 

The source of your issue may be different, but I just wanted to caution fitbit users about using some aftermarket cables.

[RiekoC]

Hello @Salavicius 

Thank you for sharing your experience with 3rd party charging cables.

It can be a real mixed bag when using 3rd party accessories, like charging cables. Some users have great success, while others don't.

I had a 3rd party charging stand that worked great with my Charge 5 until the stand shorted out. Thankfully, all that happened was that we smelled the electrical burnout when it shorted. My Charge 5 was fine and I'm back to using the OEM charging cable.

[dsingleton421]

@Salavicius thanks for the comment. I was using the original charger when the issue occurred. I finally got a replacement from Google a week ago, and the replacement (refurb unit) is working fine.