Screen unresponsive and time was frozen, no sleep data

[BosskyRoyale]

Bought a new Charge 6 three days ago, worn overnight now twice during sleep. Both mornings woke up around 7am and the screen was frozen black & unresponsive.

Connected the charger, after a second of repeatedly tapping the screen & pressing the button I feel a vibrate & the screen turns back on... but showed the time frozen around 3am or 4am. Did not correspond to my phone. Immediately swiped to show how much battery was left and was around ~75%+ both mornings. 

Went into Settings & restarted. Synced successfully... but no sleep data or health metrics recorded either night.  

Help? Called and spoke with Support who had me apply a new watch face & gave me a Case #... but no other advice for tonight. So... do I return it to Amazon...? Anything else I can do for tonight? Never a prob on my Charge 5, I miss my sleep data!! (not to mention the momentary morning heart-beat skip thinking my tracker was dead & I'd have to figure out how to charge it at work or something). TY!

Moderator edit: Subject for clarity.

[DavidNS]

I have now had my Charge 6 shutdown in this way 11 times, mostly overnight. Logged it with Fitbit today and they want to carry out a battery test, told me to charge it to 100% and make sure I manually synced it with the app at least 4 times a day and let the device run to 0%. They said this will give them enough data to see if there is a battery problem. Then to contact them back with my case number once this process is complete!

There is definitely a fault with my Charge 6, and never had on my Charge 5 either. I have been trying to look if there is a pattern, but can't find one yet. Have restarted the device on the cable, restarted in device and cleared all user data (that broke Google Wallet, had to delete and re-add card to get it to work again). I have changed clock faces and gone over settings.

So far: shutdown overnight - 7, shutdown during exercise - 1, shutdown during day time - 3.

I will be looking to get a replacement, but will have to go through the customer service test process first. In your case, I would request a replacement through Amazon and return your faulty one.

[MrVacca]

Hi @BosskyRoyale - Did you do a factory reset of the device by chance?

[BosskyRoyale]

I did, several times now. Charged to full 100%, then did a full data clear/holding for 3sec until the box met at the top. Also disconnected BT from phone, force stopped the app, and finally tried uninstalling the full app & reinstalling from the Play Store. Big pain! 

Did the same exact thing again last night... I was still awake and after an hour I felt the tracker vibrate, looked down & saw it rebooted to the Fitbit diamond screen, then go black & unresponsive... got up, went to put it on the charger and still black & nothing... pressed the button on the charger three times to get it to come back to life. 

Just data cleared/reset now a 6th time... if it does it tonight, it's going back to Amazon. And I'm going to Garmin or someone else -- e'ff this! 😞

[Shaz182507]

Mine has repeatedly shut down. Seems to get to 70% battery then discharges itself and shuts down. Any time any place.  Took to carrying the charger cable with me at work. Enough is enough. It’s being returned for a replacement. 

[DavidNS]

Mine shut down again over night, battery was at 90%, when I restarted it on the cable in the morning, it showed 35%, then went back up to 55%, but a total battery depletion of 47% in 24 hours. Just doing what the support agent said, it is pointing to a battery issue and I hope my next conversation, once the device reaches 0%, with Fitbit is to replace the device.

[RodrigoMFitbit]

Hello everyone. Thanks for reaching out about your Fitbit Charge 6 turning itself off during the night. I appreciate the explanation and details about this. I find that rather strange. 

I am glad to read some of your are already in contact with support. They will provide you with a suitable resolution. I guess they are considering all possible factors that may have caused this. I appreciate your cooperation with them and ypur patience!

[BosskyRoyale]

Mine did the exact same. I'd put it on the charger and it'd show 85%, then would immediately jump to 30%, then within seconds back up to 100% and when I took it off the charger, would reboot again.

I sent mine back to Amazon yesterday and hope to get my replacement later today. If the new one too has the same issues, then in my uneducated opinion may point to a quality control issue/battery software and NOT user error, which is what I'd been worried about.

Good to hear it's not just me... but unfortunately, since others are having the exact same problems, sounds like it's a known issue with this model as I had a Charge 5 with none of these issues. Maybe the Charge 6 was rolled out too soon??  

[BosskyRoyale]

@RodrigoMFitbit thank you, I appreciate your moderator comment... I find it rather strange as well.

Unfortunately, Support was NOT helpful. Two Support folks over the phone told me that they hadn't had any reports of the issues I reported. I find that rather disingenuous as it sounds like others have reported this issue as well.

And unfortunately Support provided me NO suitable resolutions. I'm just super glad I purchased mine through Amazon where I could return it without delay or issue. Had I purchased through Fitbit/Google like everyone else, I'd be stuck jumping through hoops first--"discharge this"/wear it for a week before, etc.--lots of user-error attempted gaslighting across a range of issues before being able to fully enjoy the product I spent my money on. 

Frustrating!

[DavidNS]

So far I am going through the 100% to 0% charge routine support asked me to do, after 3 full days of normal use I am now on 15%. Interestingly the device has shut down 4 times in that period. All of them when the charge was above 48%! Since pasing 48% charge left, the device has been stable and battery drain less.

I will update here once I have got to 0% and recharged to 100%, see if I still have the reset Issue.

[DavidNS]

Went to 0% - I know as came to life as soon as I put it on the charger, and charged to 100% However it shut down again over night - back to Support to see what they have to say now that they should have the battery data they need.

[Eddie219]

I won’t go through this, Haha. Bringing mine back today, and I’ll try another one.. If same problem, I’m walking away from Fitbit/google. 

[MrVacca]

Fingers crossed the new device will work properly! 

[DavidNS]

MIne's finally on its way back to Fitbit for a replacement.