Steps not syncing and heart rate not working

[phillipt22]

Last Monday I had noticed that on the workweek hustle that my steps were not being accumulated, on Tuesday I noticed that my heart rate had stopped working, and that my sleep monitoring has stopped as well. Has anyone else had these problems, and if so how did you correct them? I've only had my blaze since December 27.

Moderator edit: Subject for clarity

[AlejandraFitbit]

It's great to welcome you @phillipt22. Regarding your challenges steps, here are some possible reasons for this issue:

1. Your steps have fully synced to our database but you're not viewing the mobile app dashboard in Live Data Mode. (Live data mode would show the word "connected" under your tracker tile). 
2. You manually logged an activity. Steps from manually logged activities do not count toward challenges; only steps recorded by your tracker or MobileTrack are counted toward challenges. 
3. You used MobileRun to track GPS data with your app. Only steps recorded by a tracker or MobileTrack are counted toward challenges. 
4. All challenge participants are not in the same time zone. 

I also recommend waiting 15 minutes after syncing your Fitbit data to see if your challenge updates. About the heart rate inconvenience, have you tried to restart your Blaze? If you haven't, please restart it and take a look at this post, where you will be able to see some things that might be affecting this reading and some tips to improve it.

Let me know the outcome. 

[Louise79]

Hi. I am having the same problem. My blaze hasn't logged heart rate, sleep, or active minutes since Friday night. I have restarted the blaze in settings, and the left and bottom right buttons, I have removed device from app and reinstalled, the green light flashes but nothing registers. I have turned the heart rate monitor off, on and on auto and still no readings, did this via app and in settings. I have read through posts from people having same problem and tried what has been suggested but nothing is working. Any ideas? Can anyone help please?

[phillipt22 · Accepted solution]

I finally contacted Fitbit, I noticed that the green lights on the back of
my Blaze was not working. After trying to restart the base several times,
Fitbit is sending me another blaze because mine was under warranty. My
guess is the actual tracing device has stopped working.

[Louise79]

Hi

Thank you. Think I am going to have to go down that route unfortunately

[phillipt22]

It is definitely worth a shot. They also offered a 50% off any Fitbit even
the newest model

[AlejandraFitbit]

Welcome to the Forums @Louise79 and @phillipt22 those are great news, I am glad to hear that you will be receiving a replacement. At the moment of receiving it, you just need to do the following from your Fitbit app to set it up:

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your tracker and follow the onscreen instructions to continue.

Now @Louise79, have you tried to follow the instructions I provided in my previous post? If you haven't, I recommend taking a look at them.

See you around. 

[Louise79]

Hi Alejandra.

Yes, I tried those ways a number of times over a 3 day period, forced restarts, restarts in settings, changing heart rate setting etc, sadly none of that worked. Heart rate still doesn't work, and I know I have a pulse at the moment 😀. Sadly I had to go through customer support but would like to say they have made the process really easy, I am being sent a replacement unit.