Charge 2 frozen display

[CFX]

Hello,  my display screen is frozen at heart rate.  Don't know how to re-set. 

- when I hold the side button, it will vibrate but nothing happens - still showing same screen. 

- have put back in charger, and held side button for 20 sec - nothing

please help!!!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @CFX, it's nice to see you again participating here in the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To properly perform a restart process on your Charge 2, please follow the next steps and let me know if the issue persists:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display.
4. Press and hold the button to restart your tracker:
   1. Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know if further assistance is needed.

[CFX]

Thanks for the suggestion Ricardo, however when I do this (as mentioned in the original post), nothing changes on the frozen screen - ie no Fitbit logo appears.  Any other advice?

[RicardoFitbit]

You're welcome @CFX, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Charge 2 but thanks for taking into consideration the troubleshooting steps that were shared on my previous post. That being said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.

[Roundkitty]

I have done this 3x but nothing. Frozen on main screen showing time/date.

[Roundkitty]

please have them contact me as well! 

[pottyremlap]

For some reason my screen is blank as I was having the same issue tracker is fully charged and is registering my steps 

[Roundkitty]

Fitbit still keeping track just face is frozen!

[pottyremlap]

yes was all fine with no indication that the screen was going faulty 2 days ago it looks like as per the charge 1 they are not built to last any more than 2 years

[Roundkitty]

That sucks for me.