Charge 2's display is frozen

[Deneque]

The face of my tracker is stuck on certain amount of steps  and when I sync with my phone it gives a different number

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Fitbit Community @Deneque, hope you're doing great today! I'd recommend restarting your Charge 2 by following these steps:

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. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable.

Give this a shot and let me know if the screen is still frozen. I'll be around! 

[Deneque]

I did that and I'm still having the same problem

[DavyPaul]

I have this identical problem.

the tracker is recording my steps and synchronising, but the clock is stuck at 22:48 from 2 Sep.

The 4 second soft-reset has not cleared the problem.

[MarreFitbit]

Welcome on board @DavyPaul! Sorry to hear your Charge 2's display is frozen. Thanks for the steps you've taken in order to solve the issue. 

Have you followed the steps I've posted here to make sure you performed the restart properly? Did you see the Fitbit logo after letting go of the buttons? Is your screen blank or stuck?

Have you tried charging it at least 1 hour? Even if you don't get anything on the screen I'd recommend charging your tracker at least 1 hour to see if the battery icon comes up after that period of time. Charging fully takes about one to two hours.

If after the 1-2 hours you don't get anything on the display, check if the contacts on your tracker or charging cable are not dirty. Dust and debris can accumulate over time and prevent a charge. Try cleaning them by following these instructions.

How do you charge your buddy? Have you checked if by any chance the USB port or outlet is faulty? If you haven't done so, try a different port. A UL-certified wall charger will also work. Don't use a USB hub.

If so, plug the charging cable into the USB port on your computer or a UL-certified USB wall charger. 

Hold the other end of the charging cable near the port on the back of the watch until attaches magnetically.

Hi @Deneque! I've seen that you've been in touch with our Support Team. Please check your inbox as next steps to follow were sent to you. 

Looking forward to your response!

[DavyPaul]

I charged the battery overnight.
I reset it again (4second button push. unit vibrated), 22:48 frozen time
displayed again.
the sync on the android app says that the battery is full.
today's steps have been recorded normally, so I am convinced the fitbit is
synchronising.
putting the unit in the charging cradle still gives me the 'frozen time'
display. 22:48/02Sep.
The battery full light does not display. all button pushes only yield the
frozen date/time display.
very odd 😕

Moderator edit: removed personal information

[DavyPaul]

no matter how often I reset, this is the only text that displays. this picture, 14:20BST, 04 Sep.

[MarreFitbit]

Thanks for getting back and providing me with some more details @DavyPaul! I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Point me out if there's anything else I can do for you in the meantime. 

[Killian58]

Mine is doing the same thing, just my time is 10:37. 

I get nothing else but that screen, even though I look at my phone and it is recording everything I do, all I see is 10:37. It doesn't show when I'm charging it, it doesn't show the logo or anything when I reboot it.  I've cleaned it too.... I've done all the things suggested.......Just  a frozen 10:37. 

[DavyPaul]

Fitbit were very good and sent me a replacement unit.

see if you are still under warranty and dig out your receipt or other proof-of-purchase.

Good luck 🙂

[heytoria]

Hi Maria!

A buddy of mine also has this issue. Can you forward me to your support team as well?

[Robtownsend79]

Hi my fitbit charge 2 is having the same issue. The screen is frozen to 9:27 Sa Jan 04. I've held the side button for 4 seconds, 8 seconds, 10, 12, 20 seconds and it will vibrat, and that's it. It charges fine, it keeps track of my steps, my sleep, all that I have verified through the app. Disclaimer, my Fitbit charge 2 is only a year old.

[DKN333]

I am having the same issue

[CC2020CC]

I'm having this exact same issue. The screen is stuck from 4 days ago. I also have a 2nd Charge 2, but it also broke and doesn't even turn on. The last thing I remember doing is updating my FitBit software on the phone. I'm convinced this has caused the FitBit Charge 2 have this error.

Things I have tried:

1. I tried to do the reset of holding the button down as it's in the charger.
2. I unpaired the device from the phone.
3. I let it charge overnight.
4. I tried pairing it again (can't obviously since I can't see the code).
5. Uninstalled and reinstalled the FitBit App.
6. Restarted my phone that has the FitBit App.

I can tell that the tracker works, because it responds perfectly to button presses. It's just now it's not even paired to anything so I can't control it through the phone either.

I contacted customer support 4 days ago and haven't heard back from them yet. I am going to wait until next week, but I am not very hopeful. I'll report back here if anything happens. This is my third tracker and I'm not really pleased how quickly all of these have died in normal use. 

[Bevly]

I have the same issue, I have restarted my Fitbit as suggested, but the faceplate is still blank, any other suggestions?

[DKN333]

I troubleshooted with the FitBit team and nothing could be done. I ended up
buying the Charge 3 as a replacement.

[CC2020CC]

I contacted support. They simply gave me a copy pasta response: 

• Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
• 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.
• 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. 
• Press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.

I've already tried this multiple times. It does nothing. They didn't even acknowledge that I had a 2nd FitBit (I own 2x FitBit Charge 2's and even 1x Alta HR) and what to do with that one. I was hoping to get instructed how to send my devices for RMA. Last time I contacted FitBit was in 2019 and they instantly were ready to help me get my bracelet replaced. I think due to the Corona they aren't going to replace anything. I suppose my only option is to buy yet another one. Sigh. 

[CC2020CC]

I honestly think charging it is the wrong thing to do. FitBit App on my phone recently updated and after it was update the Charge 2 has frozen. Since I've unpaired mine I can't use it anymore at all. I think this is a software failure. I must remind you that Google bought FitBit last year and this is the first software update this year on the FitBit. Isn't is safe to assume since many peoples screens are frozen, all around the world, that the issue is global and software based?

Here's my tracker, still stuck on the same date when I updated my FitBit App (App updated automatically on my phone during the night). So the first thing in the morning when it synced with my phone it got stuck: 

[M.Son]

 Hey @DKN333, sorry to hear about your charge 2 screen freezing up. Hopefully the charge 3 acts right. Just a helpful heads up @DKN333, the charge 3 will have problems as well. Many fitbit users have had problems with their fitbit charge 3. Some say that it's low quality and not the best. Many, many people have experienced the black screen issue with their fitbit charge 3. For example, my mom is using fitbit charge 3 herself, and her charge 3 hasn't turned about for 4 months now. One day the screen went black and never turned back on. But it still counts steps, vibrates and everything and works properly. It's just the screen. But not everyone has had this issue. I'm not quite sure if someone has fixed the black screen problem but hopefully this does not occur with you. But this a just a heads up.👍

[TeresaSimons]

I am experiencing the same problem. The screen froze at 10:50 yesterday morning. Has Fitbit responded to these issues?
I have tried restarting, no luck.