Frozen Screen on Charge 2

[arooha]

My fitbit charge 2 has been working fantastically until saturday when all of a sudden the screen froze while I was asleep. The green lights were still flashing but whenever I clicked the button or tapped the screen the same frozen image showed up of the time/date and my steps etc. I tried to reset it however this didnt work, so I unpaired it from my phone in hopes that might kickstart it, however that didnt work either. I have let the battery drain and when I plugged it into the charge it just showed up with the same screen again, it didnt even show the battery charging symbol. I tried to reset it again and it still didnt work. Now the green lights have stopped flashing all together and tapping the screen no longer works, the only thing that activates the screen is the button on the side. I'm not sure what else to do?

[mollywaggs]

I have the same problem. Has anyone answered you yet ?\

[AlvaroFitbit · Accepted solution]

@arooha @mollywaggs It's great to see that you've visited the Fitbit Community! 

@arooha It seems that you have tried most troubleshoots for this issue so please contact our Support Team for further assistance. They are able to review your tracker's data and provide options.

@mollywaggs What have you done to try to correct this issue? You can try cleaning the tracker's contacts with a toothpick or toothbrush then use cotton with rubbing alcohol. After this fully charge your tracker by plugging it for a couple of hours and restart your tracker a few times by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

Let me know how it goes!

[arooha]

Thanks @AlvaroFitbit
I contacted Fitbit support and they were fantastic. I had exhausted all options to fix it and so they arranged to send out a replacement. Fingers crossed this doesn't happen again as it seems to be a problem with the Charge 2. Thanks for your advice.

[arooha]

Hi @mollywaggs

I contacted Fitbit support and followed all their suggestions however none of them worked so they arranged to send out a replacement (my warranty was only a month out of date so your situation might be different). I recommend getting in touch with the support team. Good luck!

[AlvaroFitbit]

@arooha really happy to hear that you got a replacement tracker from our Support team. Hopefully you will be back on track in no time.

I'll be around!

[EndoPlayz]

I have the same problem except it stays on the battery screen (as in the charging screen) won't even turn off, and when I plug it in it only vibrates, button and tapping won't do anything, I drained the battery but nothing, just the same frozen screen.

[AlvaroFitbit]

@EndoPlayz Welcome! Thanks for being part of our Community! Thank you for trying to troubleshoot this issue by draining its battery. Did you try restarting your Charge 2? If you haven't then please try the instructions in my previous post and see if this works for you.

I look forward to your reply!

[Dinwoodie]

Me too.

Same problem.

Stuck on battery screen.

[AlvaroFitbit]

@Dinwoodie Welcome! It's nice to have you on board! Sorry to hear that your Charge 2 screen is stuck. Have you tried the restart instructions in my previous post? Please try of if you already tried let me know so I can keep you assisting you.

I look forward to your reply!

[Ss1234]

My charge 2 has the same problem but mines out of warranty long time is there anything I or you can do to help plz it's become part of me feels funny when not got it on lol thanks

[ScottNolen]

Mine is doing the same thing. Started yesterday afternoon. No replacement offered as I'm 10 months past warranty.  I did nothing different yesterday (did not hit it, get it wet, etc). Time to try Garmin I guess??

[AlvaroFitbit]

@Ss1234 @ScottNolen Welcome! It's great to see you around. Sorry to hear about your Charge 2 not working and for the delay in my reply. It seems that you both have already contacted our Support team. They review your issue along with the warranty and provide options based on this information. IF your device is outside the warranty period then they won't b able to replace the device. You can check the warranty here.

Keep me posted!

[Ss1234]

All sorted thankyou they replaced it without a quibble brilliant service x

[AlvaroFitbit]

@Ss1234 wow great to hear that! Really happy to know that your tracker got replaced by our Support team. Hope you are reaching your fitness goals.

Happy stepping!

[EndoPlayz]

I have had this issue before, you should just let the Fitbit run out of battery a couple of times (or once) and leaving for an hour or two and it should work.

[Ss1234]

Thanks for the reply I tried this and no joy I tried reseting still no joy
I contacted customer services and they were brilliant sent me a replacement
within 3 days

[AlvaroFitbit]

@EndoPlayz I hope you're doing well! Thank you for sharing what you did to fix this issue as it may help other members in the same situation.

@Ss1234 happy to hear that Support was able to replace your device and that you are already back on track.

I'll be around!

[mrsruble]

I have the same problem right now, and they told me I am **ahem** out luck here is 25%off coupon buy a new one, because it is out of warranty.  Apparently they only provide a year warranty.  It is nice to know that others have had this issues and there is no fix for it, since fitbit just keeps sending people new ones, so I won't waste my money and buy a new one.  

[AlvaroFitbit]

@mrsruble Welcome to the Fitbit Community! It's great to have you here! Sorry to hear that your tracker isn't working. Support does review each case and the warranty status. If the device is outside the warranty period they won't have too many options for you. You can check the warranty here.

Let me know how it goes!