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How do I unfreeze the screen on my Charge 2?

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‎05-23-2019 10:19 - last edited on ‎09-08-2020 16:10 by Fitbit Moderator

‎05-23-2019 10:19 - last edited on ‎09-08-2020 16:10 by Fitbit Moderator

Yesterday at 12:34 pm, the screen on my Charge 2 froze.  Yet it still kept vibrating as notifications came in on my phone, and even when I reached the 10,000 step threshold later that afternoon. (I confirmed that's what was happening using my phone app)  Oddly enough, I am able to sync the device to my smartphone and it showed my total steps from yesterday and even today, and included my sleep information from last night.  But still, the screen is frozen at 12:34 pm with no other screens available when I press the button on the side.

 

When I realized it was frozen, I grabbed my charging/sync cable and plugged it into my laptop.  I searched for a way to reset the Charge 2 and tried re-syncing, cleaning it well, pressing and holding the button, but those steps didn't help.  I've gone through this forum but am coming up with no other answer to how to reset the device.  

 

BTW, I am able to charge the device and continue gathering data, and yet it is basically frozen on the main screen, not allowing me to access anything else.  (My device shows it's Version 22.55.2)

 

Any tips would be appreciated!

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3 REPLIES 3

‎05-24-2019 14:41

‎05-24-2019 14:41

Hello @IndyBob thank you for bringing this to my attention and for all the details that were provided in your post, let me first give you a warm welcome to our Community, I'm happy to help you today. 

 

Seems odd that your Charge 2 is still recording information but the display doesn't respond at all, thanks for troubleshooting this situation prior posting. I'd like to let you know that our Support team was contacted on your behalf to receive further assistance directly with them. Please keep an eye to your email inbox for their contact, they'll be in touch with you soon.

 

In the meantime they reach you out, please let me know if you have any additional questions. 

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‎05-26-2019 17:18

In response to RicardoFitbit

‎05-26-2019 17:18

Mine started this same thing on the 25th of May. I’ve tried the restarts nothing. When you find a solution would you please let me know😊

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‎05-27-2019 18:15

In response to Sxymooma

‎05-27-2019 18:15

While my Charge 2 continues sending data to the app, the screen remains
frozen! Fitbit says I tried every option to get it to work again, but are
stumped as to how to unfreeze it.

Fortunately, this is still under warranty so Fitbit is sending me a
replacement.

bob
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