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Charge 5 ECG stopped working

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‎03-15-2023 13:45

‎03-15-2023 13:45

My Charge 5's ECG  functionality has stopped.  It seems to be the side sensor reading issue, although the EDA Scan works. I did a hard reset; removed and reloaded the ECG app; and talked with Fitbit. Fitbit gave me a case number but no reason for ECG problem, and no follow up. Any suggestions to remedy problem. My Charge 5 is 1 1/2 years old.  Thank you.

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‎03-16-2023 09:18 - edited ‎03-16-2023 09:19

‎03-16-2023 09:18 - edited ‎03-16-2023 09:19

Hi, it's good to see you visiting the Community forums for the first time, @HMR60. 

 

Thanks for confirming that you already tried a few troubleshooting steps. 

 

Could you please confirm if by any change you've travelled to a different country? This feature is restricted by location and it may be deactivated when traveling to a different country where it's not currently available. 

 

I've been informed that you have indeed contacted the Customer Support team for further assistance with this and it seems they've shared some instructions with you. In this case, I recommend that you continue the communication with them and they will let you know how to proceed. 

 

Have a good day. 

Davide | Italian and English Community Moderator, Fitbit


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‎03-17-2023 06:54

In response to DavideFitbit

‎03-17-2023 06:54

Thank you for responding. I have not heard anything from Fitbit. I am located in USA, but was on a cruise in Eastern Caribbean in December. Otherwise no international travel. But wouldn't a reset help that, if there was a problem from travel?

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‎05-15-2023 01:42

‎05-15-2023 01:42

I have the exact same problem. Side sensors work for the eda scan just fine but don’t pick up anything for the ecg and isn’t actually even able to initiate the ecg.

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‎06-06-2023 09:28

In response to Yaya08

‎06-06-2023 09:28

@HMR60 Thank you for your reply. 

It seems that you were able to get in touch with the Customer Support team and they've provided you with some instructions. If you don't see their reply, please make sure to check on your spam folder as well.

@Yaya08 If you haven't done so already, please make sure to try the following steps as well: 

  1. Uninstall the ECG app from your Charge 5.
  2. Force quit the Fitbit app and restart your tracker.
  3. Open the Fitbit app and pull down on the screen to force a manual sync.
  4. Install the ECG app one more time and make sure the permissions are enabled.
  5. Tap Discover > Assessments & Reports > Heart Rhythm Assessment to double check if still appears completed 
  6. Try taking a reading one more time and let me know how it goes.

 

Davide | Italian and English Community Moderator, Fitbit


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