Charge 5 ECG keeps resetting

[Stonearches]

Hi My charge 5 appears to function normally except for the ecg. I start the app, get the message “put index finger and thumb on the metal sides”. I place my fingers and the app starts to count down to maybe 20 then loops back to the start message. Sometimes it only counts down to 28. I’ve scrubber both my fingers and wrist to I sure they are clean. I’ve cleaned the charge 5 using isopropyl alcohol. I’ve restarted and performed a factory reset. The ecg still loops. Any help would be appreciated. 

Moderator Edit: Clarified subject

[RiekoC]

Hello @Stonearches 

This help page (<-- click) has troubleshooting tips to try. Check the Inconclusive: Didn't get a good reading section for the troubleshooting tips. 

One other thing to try that I didn't see in your troubleshooting is uninstalling & re-installing the ECG app from the Fitbit app. If you need instructions on how to do this, see this part of the same help page (<-- click). 

[Stonearches]

Hi,

Thank you for your response. I did go through the troubleshooting tips and tried several things there. I also uninstalled the ECG app then reinstalled it. None of these things helped. The app still loops. One thing I haven't tried yet is for another person to try my device to see if it works for someone else. I've had the charge 5 for many years now and the ECG app always worked fine. I thought that the contacts on the side of the case might now be intermittent thus causing it to loop but the EDA scan app works fine. All other functions work fine also. Thank you again for your effort.  

[RiekoC]

Hello @Stonearches 

Thanks for letting us know what troubleshooting you've tried. Did you have a chance to let another person try to use the ECG feature? If so, how did that turn out?

I'm going to keep checking around to see if there's any other troubleshooting steps to try and will report back if I find anything useful. 

For now, please submit this issue using the Feedback option in the Fitbit app:

• Tap on your picture in the upper right of the Today page in the Fitbit app
• Tap on Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review.