Charge 4 has a black screen

[Melruth]

My Charge 4 went black screen. I tried to reset. The “smiley face” appeared and then it disappeared. Now I’m back to black screen. 

Moderator Edit: Clarified subject

[FosterJ]

Mine started this morning with the black screen as well. I charged it fully last night with no issue and today could not see the screen at all.

[Melruth]

I called Fitbit customer support. After some trouble shooting, I had to remove the device from my Bluetooth, close out of Fitbit app and manually shutdown my phone. After turning my phone back on, I opened the Fitbit app and was able to sync my Fitbit  to my phone   My Fitbit is now working and charging back up. Yay!

[LizzyFitbit]

Hi @Melruth and @FosterJ. Welcome to the forums.

@Melruth Thanks for contacting our Support team and sharing the steps that worked for you. I'm glad your Charge 4 is now charging correctly and I'm sure other members experiencing similar issues will find your post very helpful!

@FosterJ Thanks for joining this thread. Just to confirm, may I know if your tracker is able to sync? Is the green light on the back flashing? Because your post didn't mention, let me recommend restarting your tracker to refresh your tracker's performance and let me know how it goes.

Hope this helps.

[Melruth]

It did sync and charged to 100%. I went out for a five mile run and my
device stopped working at mile 2. I tried the same sequence of trouble
shooting as before but my device remained black screen and wouldn’t pair
with the app or my IPhone. I connected with customer support again and it
was decided to replace my device with a new one as mine is faulty. I should
be receiving one in the next 5-7 business days.

[LizzyFitbit]

Hi @Melruth. I hope you're doing well.

I'm sorry your Charge 4 started having this issue during your workout, and thanks for your efforts while working on this matter. I'm glad our Support team will be sending you a replacement to bring you back on track and please follow up with your email case should you have any further questions.

Have a good day.

[r_and]

Unfortunately for “Others” reading this it does not help.

there is no advice about what to do when encountering a black screen.

is that not the point of this? Save the consumer and the company time.

it would be helpful if a little info was provided.

[LizzyFitbit]

Welcome to the Community, @r_and.

Thanks for taking the time to share your feedback about the Charge 4. I understand where you're coming from and if the restart process doesn't help, the best suggestion is to get in touch with our Support team. That way, they can evaluate your options and see what can be done to bring you back on track. They're available via chat and phone, please click here to get connected with them.

[Ram2Ram]

I have the exact same problem. I went for a run and then work out. In the middle of workout screen went blank. I came back home and put it on charge, no display nor vibration or the smiley. But it was still counting steps when i was syncing with phone. I followed the steps above, after about and hour i got the smiley for a brief second but then again blank. The green light at the back is still blinking. After removing the device from the phone and restarting the phone, I tried to reinstall the device, it connects to the device - Yay! but then it asks me for the pairing code, which I cannot know unless my display works - so I am stuck here now. My device is still on charge with no vibration or the smiley popping up. It has been removed from my phone but not reconnected so I cannot sync it anyway. My battery was at 67% and when the steps were being counted with black screen. However I did not see the battery charge increase during the time I had it on charge. So not sure where to go now!

[LizzyFitbit]

@Ram2Ram Welcome to the Community Forums.

Thanks for the detailed information, and the time taken while troubleshooting your Charge 4. I'm sorry the screen is still not working correctly and because the possible steps have been tried, my best suggestion is to get in touch with our Support team. They've specialized tools to investigate your tracker's behavior and see what can be done to bring you back on track. Click here to get connected with them via chat or phone.

Have a good day.