Inspire HR screen has smiley face and won't charge

[Smiley123jd]

Few days ago my screen stopped working. I press and hold the button and a smiley face shows up than goes away. I read another person's comment about the same issue and followed the steps to try to resolve. I updated the app and tried a hard reset and I only get the smiley face. I got notification on app that battery is getting low so I put it on the charger and it won't charge. There are no green lights on the back of the device like it normally has. I have had it for only a few months. What do I do?

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Smiley123jd.

I am sorry to hear your Inspire HR is showing a smiley face on screen and won't charge. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend following the complete troubleshooting steps from this help article: Why isn't my Fitbit device's battery charging?

I also recommend making sure your device's firmware is updated. You can find the steps to update your Fitbit device at How do I update my Fitbit device?

Keep me posted on the outcome. I'll be around if you have any additional questions.

[manda0326]

I’m having the same issue. It was working fine and then all of a sudden I can’t do anything with the screen. I put it on the charger and I just get the smiley face. I just did a live chat with Fitbit help. She told me thanks for troubleshooting. The warranty is for a year. Here is a link for a discount for a new one. I have had mine just over a year. If yours is new you should be able to use your warranty. 

[BarbieM67]

Mine started doing the exact same thing yesterday. However just prior to this the screen display kept “jumping” and scrolling on its own. 

my warranty expired this past April. 
I also showed that it needed an update which I can’t perform due to the low battery and not charging. 

tried the reboot and everything else suggested. 
now what ? 

[Madeleine8896]

I am having the same problem. As well, I cannot perform the update unless the app is able to find my fitbit inspire HR. In the app it says my fitbit isn't charged, but when I try to charge it, it doesn't charge. As well, when I try to reset it, I get the smiley face and then it goes away and nothing happens. 

Could it be the update causing these issues for all of us? 

What should I do? I'm disappointed because I'm going on an outdoorsy vacation beginning tomorrow and really wanted to track my activity. 

[George0us]

Im having the same issue as the original poster has but I do have green light flashing maniacally.I go to thwe app and it says the fitbit has low battery and I put it to charge and it does charge but the darn thing doesnt turn on. The app says there is a firmware update but when I update it never finishes. It stops and It stays off.

[Smiley123jd]

Firmware is up to date. There are no green lights on device even though it was not dead. Charger cable and outlets are working.  How do I file a claim? 

[LiliyaFitbit]

Hello all, thank you for your participation in the forums and for sharing your experiences.

@manda0326 thank you for joining the thread and sharing your experience. I am sure our Support team tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. 

@BarbieM67 I appreciate your efforts to resolve the issue with your device and the details shared. 

I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email.  

@Smiley123jd I could see that our Support team got in touch with you and helped you resolve the issue. Thank you for your time and efforts. 

@George0us thank you for sharing the details of the issue with your device. I recommend following the troubleshooting steps from this help article: Why can't I update my Fitbit device? Please verify if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

@Madeleine8896 I appreciate your participation in the Forums and sharing that you're experiencing the same issue with your device. I understand that this can be very frustrating and appreciate your troubleshooting efforts. Thank you for sharing your concern. I would like to confirm if you've tried the complete troubleshooting steps at Why isn't my Fitbit device's battery charging? and Why can't I update my Fitbit device?

Looking forward to hearing back from you.

[George0us]

My app is up to date. I cannot access my watch since it won’t turn on. It charges completely but the watch won’t turn on.  

[LiliyaFitbit]

Hi @George0us, thank you for your reply.

I appreciate the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[Madeleine8896]

Hello,

My device shows simply a black screen. I've tried charging it, the green lights at the back are no longer there. When I try to reset it, the smiley appears and disappears and nothing more happen . 

I'd really like a new fitbit at this point; one that isn't broken. Or, for customer service to contact me personally and troubleshoot with me for my Fitbit. Seems a little ridiculous to work through this forum and not be able to get anything done concerning my personal needs and problems with your technology.

[LiliyaFitbit]

Hi @Madeleine8896, thank you for your reply. 

I am sorry to hear the issue persists, thank you for your efforts and the additional details. I totally understand how you are feeling and appreciate your feedback since it helps us to keep improving. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. Please keep an eye on your inbox. 

I'll be around if you have any questions. 

[Ntrejo]

@LiliyaFitbit Hi. Im having the same issue and I’ve tried already the troubleshooting steps suggested above but no change occurred regardless of these attempts. Could you please redirect me with Customer Support? My Inspire HR is still under warranty. 
thanks,

Natalia

[LiliyaFitbit]

Welcome to the Fitbit Community, @Ntrejo.

Thank you for joining the thread and sharing that you're experiencing the same issue with your Inspire HR. I appreciate your troubleshooting efforts and the additional details. I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. You should be getting a reply soon. 

Let me know if you have any questions.

[DJS13]

Having the same issues. How did you get it resolved finally?

[LiliyaFitbit]

Welcome to the Fitbit Community, @DJS13.

Thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your efforts to resolve this. I was able to see that you have already contacted our Support team and that they were able to assist you. Thank you for your time and efforts.

See you around.

[kathrynforde]

Mine too. 
Has this issue been resolved?

[Zerobobcat]

this happened to me and then it stopped taking power and then I plugged it into my pc and windows shutdown for me to find out that the plastic around the pin charger had melted no light and does not turn on now BarbieM67 said the screen was flickering mine was to i think it might be water damage explains the power not working. corroded.