Blaze heartrate and sleep tracking not working consistently since update

[Blazewithipodna]

I've had my tracker for a little more than a year. Last week, it stopped tracking my heart rate and sleep consistently. I followed all suggestions - shutdown, restarted, readjusted the band etc. I have not experienced this issue before and I wear it all the time.

I have noticed also that the green lights in back go out and I have to restart the tracker to bring them back on.

Is the tracker wearing out?

Thanks for any help.

[FerdinandFitbit]

Huh, that sounds pretty strange. Good to see you in the Forums @Blazewithipodna! 🙂

I'm sorry you're having problems with your heart rate and sleep not being tracked correctly. I can recommend setting up your tracker as a new device since you've already tried restarting it, but before, please restart it one more time. You can easily do this by pressing the left and lower right buttons for 10-12 seconds. This will make your tracker to reboot.

Once you've restarted your tracker, proceed with the setup process. For this, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

Check from there if the sleep and heart rate tracking shows any improvement and let me know how it goes!

[Blazewithipodna]

I tried your suggestion and everything that has been posted and my sleep is still not tracking. My heart rate also continues to be lost intermittently throughout the day. 

This started recently after the update. Is there any other solution or can you send me a new tracker? 

[Revolver23]

Sleep tracker has stopped working. Turned off Blaze. Rebooted, then followed instructions to Set up new device. Screen says you already have Blaze set up, do you want to switch?   Procedure doesn’t seem to help with this issue? Firmware issue?  Resolution? 

[Blazewithipodna]

I have been having this issue for almost one month now. I contacted customer service via chat. She could not find a solution and , in the end, read me the technology statement about the heart rate. She suggested my physiology could have changed? Not sure how. I love the Blaze and want it to work again. I have tried every suggestion and am very disappointed that the tracker only lasted 13 months.

[George_Bale]

Blaze heartrate and sleep tracking not working consistently since update

[JustPam]

I'm also having this problem, only had the tracker for a week and a half, it worked properly for 3 days then HR has been intermittent. I've tried changing wrists and all the usual reset/shutdown things, changed the setting from auto to on, green lights stay on and seem fine and bright enough, but maybe the receiver is faulty? I'll try unpairing and repairing it with my phone but I'm sure it's a problem with the actual tracker since it seems to think I don't have a pulse 99% of the time. I made a post here the other day about it but nobody from Fitbit has answered it.

[Revolver23]

Yes, I’ve had mine for nearly 3 months. Until this week it working fine. It seems that the after sales support is non -existent! Software development and rollout strategies arn’t mature enough to support the ‘product’. My friend has returned two of them to the retailer and had them exchanged. Fitbit, not so fit! 

[AlejandraFitbit]

Hello all, I hope you are doing fine!

Could you please specify the steps you have tried so far or if you have get in touch with our support team? Can you provide me with some screenshots regarding the discrepancies you are seeing?

Hope to hear from you soon. 

[Blazewithipodna]

I have tried resetting my fitbit by using the side buttons, I have turned off from settings, I have set the heart rate to on instead of auto (which seems to be draining my battery). I have reinstalled the Blaze t my phone too. At times, the green lights go off completely and I have to reset to bring them back on. The heart rate works best when I'm up , but will stop tracking at times for no apparent reason. I have also tried different places on my arm.

I did contact support via chat and the agent spent a good amount of time looking into it, but couldn't come up with a solution.  This started shortly after the most recent updste. My screen went crazy, flashing and I had to reset it. Not long after that, the heart rate issues occured.I don't know if that's related. That never happened before or since.

What kind of screen shot would be helpful? I sent the shot of it not tracking my sleep to the chat agent. Any help you can provide would be appreciated.  I'm very disappointed that it is not working correctly after only 1 year. 

[Blazewithipodna]

Also, I just looked at the Blaze and heart rate was not tracking. I had to turn it off and back on to get it to work. Lights were on during this event.

[Revolver23]

I had issue with sleep tracker resolved 2 days ago.The Twitter FItbit support team helped me.  The sleep tracker tile has disappeared from the Dashboard. It’s an easy procedure to reinstate it. Why it disappeared in the first place is a mystery. 

[JustPam]

Only 2 nights i got sleep stages

HR trend

Last recorded day

Can scroll along to individual days HR graph but this is what they've looked like since 27th November

I have attached some screen shots with details in the captions. I reset the tracker multiple times a day, I have shutdown and powered up several times also, including leaving it off for hours before switching it back on. I have tried wearing the tracker on both wrists, at various places, but it always slides back to the narrowest part anyway so not a very reliable method of "fixing" the problem. I have un-paired and re-paired the tracker from my app, reinstalled the app itself but nothing has changed. 

[Blazewithipodna]

My screen shots would look the same. Everything worked perfectly for me until Nov 8th. It has been like the previous post since then. 

[JustPam]

Took another couple of screenshots to show how little activity is being recorded compared to normal because of this fault.

I bought the Blaze to replace my Charge HR, which had been reliable until a firmware update caused it to freeze up all the time. The fitbit "support" team also failed to resolve this, constantly just telling me to restart it and generally being patronising. So now I have 2 faulty devices and a dwindling sense of faith in Fitbit. 

[Blazewithipodna]

I'm also losing faith in fitbit. I have been questioned by 2 different moderators on this site and, after providing the information requested, there is no further communication.  This is not customer service and being told my physiology has changed is ridiculous.  If there is an issue being investigated , please let us know. I am obviously not the only one experiencing this problem.  

[JustPam]

I'm probably just going to return mine, before the 30 days runs out, since nobody is bothering to respond with answers and it's basically reduced to a very expensive pedometer. I've seen so many people on this forum with the same problem and all they seem to get back is "reset it" and then silence too. What's the point in having a help forum if all the mods do is echo what's already in the help section online?? The excuse of "changed physiology" is utter BS, I work as a technician in a hospital, never once has a faulty monitoring device been blamed on a patient's physiology. I can easily feel and sometimes can even see my pulse in my wrist, if Fitbit's technology can't pick up what I can myself then I'm not impressed. As for the advice to wear it almost halfway up your arm just to get a reading is nonsense. Going to do some research into more reliable trackers.

[George_Bale]

Fitbit Support have agreed to replace mine and dump mine in ewaste when the replacement arrives expected early January 2018 .
Go to their Futbit website and go through the prompts and request repair replace and RMA tracking number and address to return to as I did.
They eventually responded after requesting I try a few basic things to ascertain that it’s the FITBIT and not the Blue Tooth connection that was faulty.
Basically I turned both IPHONE and watch reset off/on and after turning on IPHONE and using Blue Tooth to forget it then repair via the manual direction on the IPHONE app.
I told them this does not work and that it had to be the FITBIT as the display would not hold a pulse rate longer than briefly.
They responded by advising me they are dispatching a replacement then advised it had been shipped.

Sent from my iPhone

[Revolver23]

Agree the brand reputation is / or will diminish overtime. If they can’t nail the product development and implementation process including the support processes.  I did get some satisfaction from the Twitter support group. Enabled me to re-set the tracker, however, now it’s not showing the specific details, just the factual information, hours slept etc.

[JustPam]

So I emailed "support" earlier today, just got this reply back. Note I did switch HR off earlier to save battery while out, and it doesn't work anyway, but check out this patronising as hell reply! Also kinda creepy they can get into your settings on their own. 

They're really starting to wind me up...