Charge 5 crashing when using the heart rate

[freedancer]

Hello, I have a Fitbit Charge 5 with HR monitor.  The app and Fitbit will tell me my Fitbit is charged but when I try to use the HR monitor, it shuts off the Fitbit and the square monitor comes on the screen.  If I plug it in, it registers that it is charged and it acts ok until I try to do the heart rate and then it shuts off again.  Have any of you had this issue and if so, how did you correct it?  Does this mean that my Fitbit needs to be replaced?

Moderator Edit: Clarified subject

[TheTimeLady]

I’ve had this same issue for months with my Charge 5, and I have no clue what causes it. In order to fix it, I’ve had to re-sync my Fitbit to my phone about two to three times, which causes the application to reboot itself. This method resolves the problem about 65% of the time, and usually keeps it fixed until the next day.

Maybe this could work for you? 

[MarreFitbit]

Hi there, @freedancer. Thanks for stopping by in the Fitbit Community Forums and for the details provided about the issue with your Charge 5. I will do my best to help you with this! 

To better assist you, would you mind clarifying what you mean by using the heart rate? Is the Charge 5 crashing when you access to the heart rate settings? Is it crashing when you start an exercise? 

In the meantime, I'd recommend restarting your Fitbit device as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

@TheTimeLady Welcome on board!  Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still crashing. 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

I've moved your posts to the Charge 5 board for organization purposes.