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Device not tracking heart rate and sleep data

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‎10-25-2019 08:22 - last edited on ‎10-27-2019 14:08 by Fitbit Moderator

‎10-25-2019 08:22 - last edited on ‎10-27-2019 14:08 by Fitbit Moderator

I am pushing and holding left and lower right buttons and the device will not reset. Can a new peppble be sent if that is the remedy?

 

Moderator edit: Subject for clarity 

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3 REPLIES 3

‎10-27-2019 14:07

‎10-27-2019 14:07

Hi @kimberly626, welcome to the Community Forums! Sorry for the delay in responding.

 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting too. To better assist you with this, can you please let me know if your device is not reading heart rate information despite that the heart rate sensors are flashing? Or the heart rate sensors are not blinking anymore? 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. 

 

Regarding sleep tracking, is your device tracking sleep information but not accurately or it's not recording sleep at all? When was the first time you experienced this and how many times since then? Are you receiving sleep information but not Sleep Stages? Keep in mind that Sleep Stages use heart rate information to give you detailed information, therefore, if you're experiencing heart rate difficulties this could be the reason why Sleep Stages are not being recorded.

 

For any warranty-related inquiry, please check our warranty policies here.

 

Looking forward to your reply.

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‎10-27-2019 18:01

In response to RicardoFitbit

‎10-27-2019 18:01

Hi, the heart rate sensor isnt blinking any more. It is positioned
correctly. It worked perfectly this past year and has now ceased and Blaze
will not reboot per directions. I am getting sleep feedback (hours) but no
information on stages.
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‎10-29-2019 18:30

In response to kimberly626

‎10-29-2019 18:30

Thanks for your reply and update @kimberly626, sorry for the delay in responding your post.

 

The details shared in your post are appreciated. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you pretty soon.

 

In the meantime they contact you, let me know if you have any additional questions.

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