New blaze, no heart rate

[SunsetRunner]

Hi guys,

Since yesterday I'm the proud owner of a Fitbit Blaze. All seems to be okay, only the heart rate is not being monitored. No matter how I place it, it only show two dashes on the display. Also the leds on the back side don't seem to function. I don't see any blinking lights of sorts.

I tried to restart it and altered the HR settings, but still no luck. Anything I can do about this or do I need to return it?

Thanks in advance.

[SteveH · Accepted solution]

If the HR setting is On or Auto and the lights on the back don't come on when you're wearing it then it doesn't sound good. 

It's worth trying the restart procedure a few times in the hope that it's a software problem:

http://help.fitbit.com/articles/en_US/Help_article/How-do-I-restart-my-tracker/

(Do give it a few tries as it doesn't always work)

But if this doesn't kick it into life then it could be a hardware issue and returning it is probably your best bet.

[SunsetRunner]

I had to return it to the shop. Now awaiting their response.

[SteveH]

I hope that goes ok. Thanks for letting us know.

[AngelaMa]

Hello @SunsetRunner welcome to the Fitbit Community! 🙂 where you able to exchange your Blaze? If you are having any issue with the process I would suggest to contact customer support, they will be happy to help @SteveH thanks for your cooperation! 😉 

Keep me posted! 

[SunsetRunner]

@AngelaMa the product is replaced by the reseller. The new one works perfectly with blinking LEDs measuring the HR. Thanks for the message!

[AngelaMa]

Hello @SunsetRunner I'm glad to hear your Blaze was replaced and you are back on track! Hope to see you around in the Discussions board this is a great place to make friends and share some tips to live a healthy life 🙂 

Happy stepping! 

[Ralphbassil]

Bought my blaze from boston last week, now i should replace it as the heart rate is not working... can i return it internationnaly i'm in the middle east now

[fudge22]

I would say it all depends on who you bought it from. For an issue like this I would contact fitbit support and ask them directly.

[AngelaMa]

Hello @Ralphbassil and @fudge22! It's great to have you here. 🙂 @Ralphbassil I would like to ask if you have performed any troubleshoot to fix your tracker's heart rate issues? Also I would like to ask more details about the issue you are experiencing to provide you the proper troubleshoot. @fudge22 thanks for your cooperation! 🙂 

[ConAroney]

Hi,

My resting HR rarely is reading on the blaze...and the dashboard HR page has no measurements.

The HR however seems to read my exercise HR during any activities I do...and the results are shown for the activities.

Ive tried rebooting and moving the tracker on  my wrist.

Am I doing something wrong for not getting resting HR dashboard measurements?

[AngelaMa]

Hello @ConAroney It's great to have you here! I would suggest to restart your Blaze as instructed here. Also make sure you are wearing your tracker as recommended on this article. If you are and the resting heart rate is not showing on your account please reach out to our support team so they can provide you the assistance you need. Make sure you explain with details the issue you are experiencing to save some time. 😉 

Let me know how it goes! 

[SunsetRunner]

My heart rate doesn't work on my new blaze. Have trouble shot it with Fitbit customer service with out any success. I can't take mine back to the store because it's past 15 days from the purchase. It's only 1 month old. No help from Fitbit customer service so far for a solution. For now I have this new blaze that won't track my heart rate or sleep and it doesn't look like Fitbit will send me a working one.

[AngelaMa]

Hello @SunsetRunner It's great to have you here! 🙂 I'm sorry to hear about your experience, can you let me know if customer service advise  you to restart your Blaze? 

I'll be around if you have any questions! 

[SunsetRunner]

Yes they did.
I have an update: I just got off the phone with customer service again and they will be sending me a replacement and I will send mine back! I'm so excited! Thanks!

Sent from my iPhone

[AngelaMa]

Hello @SunsetRunner thanks for the update! I'm glad to know your replacement is on the way and you will be back on track really soon. 

Tag me if you have any questions! 😉