Blaze: Heart rate not working and not tracking sleep

[jocelynw66]

Since yesterday afternoon my Blaze is no longer showing heart rate or sleep.  The green lights on the back ARE working.  I've tried rebooting a couple of times, changed the setting on heart rate from auto to on and back to auto.  Heart rate was showing the two dashes, then was showing 70 (all the time, even when not on my wrist) and now it's back to two dashes.  This is also causing it to not calculate calorie burn correctly.  Any other ideas on how to fix this?  I have a 2-hour training session at the gym tomorrow morning, I'd really like to properly capture my calorie burn.

Moderator edit: Subject for clarity 

[Bellabar]

Same exact thing. And waterway after my workout it stopped as well!!

[Troygirl]

Same here. I've reinstalled the app and that didn't help either. No heart rate, just two lines and no sleep information. 

[Bellabar]

Wonder if an update was done or needs to be done?? Calling today to see if I can get this resolved!

[Bellabar]

I called and they have no idea. We tried several troubleshooting steps.  I went from a - - to 70 bpm with no change. It’s not reading.

They have resorted to asking about purchase date and location to see if a warranty applies. 

Seems odd that more than one of us is having the same issue. 

[Therixter]

I am only seeing history from several days ago and before but noting for the last 4 or 5 days.

[jocelynw66]

Well that's super annoying.  I have an older Blaze that I may try to connect to again to see if that one still works.  If not, I may start looking at other sports watches - Samsung has one and so does Motorola that I've heard are pretty good.

[clarkkent76]

I've been experiencing the same BPM issue with the blaze.  It doesn't work while on my wrist, but if I take it off and lay it on a table or something, the heart rate works.  Additionally, I'm assuming this issue is causing me not to receive the Sleep info?   What's wrong with it?

[Mack23]

Same here .   Heart rate just stopped .   

Displays 70 all the time when set to ‘on’ , and doesn’t display anything for HR when set to Auto. 

Also so turned on and off .  Synced ,  etc       No change . 

[clarkkent76]

Crazy thing is...when you take it off and have it just laying around, it works.

[Mack23]

I see that there are quite a few others that are having the same exact issue. When I called to speak with someone, we went thru the script of resetting and syncing but still the same issue. The representative asked about purchase date which was Christmas 2017, then offered me a 25% discount on another fitbit. This clearly is a "fitbit" issue with so many others experiencing the same problem. Why would I buy another fitbit if this one fails to work after 15 months?  Frustrating ........

[clarkkent76]

Yes, did the same to me. Makes no sense whatsoever if we are all having
the same issue. It's like they are disabling this feature themselves so
they can gain profit from people buying newer Fitbit. By the way, I
purchased mine in 2017 as well and of course the warranty has
expired...hmmmmm!!!!

[jocelynw66]

Usually Fitibit has really good customer service.  The last time I had an issue with my Blaze they just sent me a new one.  In fact, I was able to restart my old one and it's working -  no issues with the heart rate monitor (and all the features connected to it).  I wonder what's changed in their customer service policies in the past year or so.  Very disappointing.  I may go on their Facebook page and them know - you may want to do the same.

[clarkkent76]

I have heard they have good customer service. However, it seems from my
research and issues I have read on other forums, they go through the
troubleshooting steps, then be like, well, the warranty period looks like
it's up and by the way, we can offer you a discount on a new device. No
thank you!!!! Fix my equipment!!!

[Therixter]

Yes, that’s been my experience also, they have gone from very responsive to literally non-responsive!

Sent from my iPhone

[LizzyFitbit]

Hi @jocelynw66, @Bellabar, @Troygirl and @Therixter, welcome on board. It's nice to hear from you @clarkkent76 and @Mack23.

I'm sorry for the delay in my response, and I appreciate you for letting me know about this situation.

@jocelynw66, thanks for the troubleshooting steps that you've tried on your Blaze. Because that didn't work, I've requested a case for you so our Support Team can give you a hand. They'll contact you back via email.

@Therixter and @Troygirl, I appreciate your efforts in trying to fix your device. Just to confirm, have you tried restarting your device, as well switching off and on the heart rate settings?

@Bellabar, @clarkkent76 and @Mack23, I appreciate you for taking the time to share with us your feedback and thoughts about your experience with our Fitbit products. We constantly work to improve our devices, so they can motivate you to reach your goals, and your comments are greatly appreciated.

I'll be around if you need anything else.

[Bellabar]

The troubleshooting methods provided were no different than what was already tried by myself before calling. I feel like your support wasn’t very helpful. I was offered no other “higher level” help other than are you wearing it correctly. After that failed attempt, I was asked about warranty and then offered a discount for a new one. Seems like there was more to this issue that many of us are experiencing however I feel Fitbit dropped the ball on really getting to the root of the problem.

Sent from Mail for Windows 10

[clarkkent76]

Certainly, I'm definitely sure this is a known issue/defect and my device
is in good shape and was working fine. I should be able to enjoy all the
features and functionality that was designed into my device. Instead, I
was told to do something I'd already done and the answer from there was, "I
can offer you a discount on another device". I shouldn't have to purchase
a new one if the defect was no fault of mine own. Maybe the company should
think about that before just telling folks who already purchased a device
for hundreds of dollars, then told to go purchase another when your product
stops functioning as promised.

[RicardoFitbit]

Welcome back @Bellabar and @clarkkent76, thanks for your replies and updates.

I would like to let you know that Fitbit is always striving to improve our customer's Fitbit experience with our products and services. We appreciate all of the input we receive from our users and the Community Forums posts because all of this information help us to evaluate our procedures for future reference. Therefore, I appreciate the feedback provided about our Fitbit Blaze and our Support team. your patience is appreciated. If you have any additional questions for our Customer Support team in regards the resolution that was given, I recommend to contact them back for more information and details. 

For any inquiry about our limited purchase warranty please check: Return Policy and Warranty.

I'll be here if you need anything else.

[DarBl]

I had my hr die. I started using my husbands blaze. Now, will not sync or update - no matter what device or steps I use.. Regardless that it was purchased 1 year ago, sat in a drawer unused. So, if an essentially new blaze is acting up.....it is a fitbit issue that they are ignoring!