Blaze heart rate image not correct

[angusweir]

Hi all,

My wife and I each have a fitbit Blaze. Mine is working fine, unfortunately my wife's does not show the heart rate zone icon properly.

The manual says (bottom of p13/top of p14 at https://staticcs.fitbit.com/content/assets/help/manuals/manual_blaze_en_US.pdf😞

The heart icon you see next to your current heart rate tells you your zone: then some pictures showing an empty heart for out of zone; full heart with 2 dots above for fat burn; full heart with 1 dot above and 1 below for  cardio and full heart with 2 dots below for peak.

My wife's blaze always shows an empty heart on the tracker (even when the heart rate is well over 100 bpm); whilst the ios app shows an empty heart when it should, but whenever her heart rate is into fat burn or above it shows a full heart with no dots. The data is syncing OK.

We haven't tried to reset any heart rate zones - or anything clever!

We have checked the firmware version of the blaze (same as mine 8.301.8), restarted the Blaze, reinstalled the app on the Iphone SE.

Anyone know what we are doing wrong?

Moderator edit: format

[Julia_G]

Hi, @angusweir, on the app there are no dots, just an empty heart or a full heart, so it sounds like that is working fine on the app and the only issue is the display on the Blaze.  That really does sound weird!

As you have already tried a restart and that did not help, other things you could try are

1. On the app choose Account --> heart rate.  Turn heart rate off and sync the Blaze.  Then turn it back to auto and sync again.

2. On the apo, choose a different clock face and sync the Blaze.  Then choose your preferred heart rate and sync again.

If neither of these steps work, I would try the restart a couple more times, as a single restart does not always work.

After that, if it bothers her urgently, get in touch with Fitbit Customer Support at Contact.fitbit.com.  However, there is a Blaze update due any time now, so you might want to see if the update sorts out the issue.

Do let us know how it goes!  I haven't seen this problem before, and it will be interesting to find out what the solution is.

Edited to add: the firmware version you mention sounds wrong.  It sounds like you are reporting the app version number.  To check the firmware on the Blaze go to the Blaze itself and swipe through to Settings.  Under sttings scroll down to Version Number.  The version number should be 17. something...  Are you both on the same Version Number?  That could also be a clue...!

[angusweir]

Thanks Julia,

we'll try your suggestions.

Even the app isn't quite right though, it never shows the dots only the full heart for fat burn and faster and empty heart for slower.

Angus

[Julia_G]

Hi, @angusweir, I edited my response to note that the Version number you have reported refers to the App not the Blaze, so please do read my updated post and check the version number on the Blaze itself.  That could be the clue.

Also on the app no dots are shown.  Just full or empty heart.  That is expected behaviour.

[angusweir]

thanks again,

I hadn't realised the ios app was different to the android one I use - I think my app shows the dots (although I don't work out as often as my wife)

I have checked the version number as you suggested and they are both at 17.8.301.8

she has tried the other suggestions you made, and no success. So I guess she can wait for the update or contact fitbit support as you suggest.

Thanks gain for taking the time to help us figure it out.

angus

[Julia_G]

@angusweir, I use the iOS app and confirm that there are no dots.  So it sounds as if the issue is only with the Blaze display,

The only other thing I would suggest is she should check that her profile information is correct -- age. gender, height, weight.  Age will particularly determine HR calculations; however, as it is showing correctly in the app, I assume this is not the cause.

Hopefully the upcoming firmware update will correct this, so please post again to let us know when it is available.

[Gu53bee]

Well, don't I feel like a **ahem** - somehow the heart rate zones had been customised, so after talking to the chat support (who identified the problem you suggested I should check!) it all seems to be working ok now - and I am knackered from running up and down the stairs to drive my heart rate up to test it.

Thanks again for your help.

angus

[Julia_G]

I am glad it is all working for you now!  

(And I am sure all that running up and down the stairs did you good...)

BTW, I did a bit of running up and down the stairs myself, replying to you, just to make sure I got it right...  So we both got a few extra steps...