Device not tracking heart rate data

[Kmanoni]

My Alta Hr has not tracked my heart rate since Dec 25. I have tried resetting my fit bit, restarted the app, re synced.  Not sure what else to do. My app is up to date. I've been using the app for about a year with no issues until now. Any info would be greatly appreciated! Thank you 

Moderator edit: Subject for clarity 

[SunsetRunner]

Hello and welcome to the Fitbit Community @Kmanoni 

I understand you’re Heart Rate is no longer tracking on your Fitbit Alta HR. Do you see the green light flickering just under the display when you take your band off?  If it is indeed flickering try starting your Alta HR several times. 

Here’s how:

1. Plug your charging cable into a 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. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your tracker will begin charging.
3. Press the button on your charging cable 3 times within a few seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
4. Unplug your tracker from the charging cable. Now try sync your Alta HR

Also open your Fitbit App, tap your profile picture, scroll down and tap Alta HR then scroll down to heart rate and check it to see if it’s set to either auto or on. If it is off, turn it to auto and sync your tracker and the Alta HR should be working again. If it is either auto or on, turn it off and sync, then turn it to auto and sync and see if it is working. 

😃 Hopefully this resolves your issue. Please come back and let me know 

 

[RicardoFitbit]

Hi @Kmanoni, welcome to the Community Forums! Sorry for the delayed reply.

Thanks for the details that were shared in your post and for trying some troubleshooting steps prior to posting. Just as @SunsetRunner asked, can you please let us know if the heart rate sensors of your Alta HR are still flashing? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. Such information was really helpful for other users that were experiencing the same.

@SunsetRunner Thanks for your support! 🙂

I'll be around. 

[Kmanoni]

Hi, thank you for your reply. The lights are flashing on my device. It did end up working properly for 3 days and now it is back to not working. I've read all the articles and tried everything to get it working correctly. And nothing seems to be helping currently. I've emailed tech support and basically was told that it's an issue they are working on fixing. Very frustrating!!! I really hope it is resolved soon.

[Kmanoni]

Hi, thank you for the info. Unfortunately I have tried all of that and nothing worked. It did randomly start working on its own for 3 days and is now not working again! Ugh so frustrating.