Charge 5 heart rate monitor stops

[mgarm]

The green monitoring lights stops working on my device. If I restart the device everything is OK again. This is quite annoying since I can loose days of heart rate and sleep tracking. Is my Charge 5 a faulty device or is this a known bug?

[DavideFitbit]

Hi, I appreciate all the information that you've shared about the problem you've been experiencing with your Charge 5, @mgarm.  

Before considering other options, I recommend that you try restarting the device again using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

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, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar.

Let me know if you continue to experience the same behavior after these troubleshooting steps. 

I'll be around

[WesNeuetc]

I'll be following this thread as I've encountered similar problems with my new Charge 5.

[DavideFitbit]

@WesNeuetc Thank you for confirming that you're experiencing the same inconvenience with your Charge 5. 

I can see that you've posted your recent experience in a different thread here. Thank you for sharing your experience with this. 

Have a great day. 

[mgarm]

I have done the "three pulse restart method" two times and now I have to to it again. Do I have a faulty product? I have never experienced this problem with my older Charge 1, 2 and 4.

Please advice.

[iceddante]

Just want to let you know that I have had my Fitbit for a few months now and have never had this problem. My guess would be that it's a faulty device.

Moderator edit: format

[rgreger]

You would think that by now Fitbit would correct this issue. I live my Charge 5 except the heart rate is sporadic. I have re booted it and it’s fine for a couple of days then like today it’s not. Getting very frustrating as you all know.

[WesNeuetc]

For a quick update: Fitbit replaced my original Charge 5 - that had the
defective heart rate monitor - with a new unit. Within a couple of weeks or
so, the problem resumed, leading me to do daily charging cable restarts.
The problem has gotten progressively worse over time, sometime failing
within hours of the restart. I'm nearing the point where I will contact
Fitbit Customer Service again, re-starting the replacement process.



-Wes

[DavideFitbit]

Hi everyone, I appreciate all the updates that you've shared about this problem. 

If you haven't done so already, please make sure to exhaust all the troubleshooting steps mentioned here earlier. If you continue to have the same problem after all the steps suggested, I recommend that you get in touch with the Customer Support team so they can provide you with the next steps. 

Thank you again for the information and for the feedback provided. I'd like to let you know that our team is always working to enhance your experience and your feedback is a big part of that process. 

See you around.