Charge 5 freezes when I try to open ECG app

[runandweights22]

About 2 months into owning the Charge 5, my fitbit just completely freezes when I try to open the ECG app. It just stops as soon as I click ECG, and displays a tiny heart with the term "ECG" above it for ... I don't even know how long. The app does not progress beyond that screen and apparently cannot be used. Honestly, I finally just force restarted it. But this is the second time it has frozen like this. Seems like a bug. ECG was main value prop of this device for me. 

[DavideFitbit]

Hi, thank you for sharing that you've been experiencing this inconvenience with your Charge 5 and that you already tried the restart procedure, @runandweights22.  

In this case, if you already tried the three pulse restart procedure with the charging cable and you continue to experience the same problem with the device freezing when you tap on the ECG app, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

See you around. 

[Sdumond]

Eda does not work either it shows 3 minutes then pauses and does not do anything 

[DavideFitbit]

Hi, thank you for confirming that you've also been having trouble with the EDA feature on Charge 5, @Sdumond. 

Could you please confirm if you already tried the restart procedure as described here below? 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition to the restart, to can also try changing the clock face option on your device and check if you continue to have the same problem. 

I'll be around. 

[KristyV]

I couldn’t get the reset to work, so I decided to try to change the clock face. When I got to the clock face page I noticed the ECG app was listed under apps, so I uninstalled it (instead of changing the clock face). This immediately fixed the problem.

[Tony_B1]

I am experiencing the same problem but I am unable to use the 'three pulse restart procedure because there is no button on my charger - is there another way to restart the device?

[RiekoC]

Hello & welcome @Tony_B1 

Sorry to see you're having trouble with your Charge 5.

The button is on the USB part of the charging cable that came with your device. See picture below:

The other way to restart the device is from the Settings menu on your Charge 5. Click here for instructions on: How to restart the Charge 5 

Hope this helps you get your device working normally again. 

[DavideFitbit]

@KristyV That's great news, thanks for sharing this update! 

@Tony_B1 Let me know if you were able to complete the restart procedure following the steps  @RiekoC mentioned earlier. There's another way to restart the device, but it wouldn't be possible to complete it if the screen is unresponsive, since it requires you go to the device's settings.