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Charge 5 heart rate stopped working nor will ECG app work (maybe related?)

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‎05-19-2023 06:03 - last edited on ‎05-23-2023 06:52 by Moderator Alum

‎05-19-2023 06:03 - last edited on ‎05-23-2023 06:52 by Moderator Alum

Good morning, 

 

The Heart rate monitor stopped tracking my heart rate in the middle of the night. Also the ECG app indicates: "Error - Please reopen the application". It usually showed the Fitbit attempting to calculate the heart rate, but it immediately notifies that it isn't working. 

 

I've attempted the "turning off and on" the heart rate tracking in the settings to no avail. I've also uninstalled and installed the ECG app a few times, but it hasn't worked. 

 

Thanks in advance!

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‎05-23-2023 06:51 - edited ‎05-23-2023 08:48

‎05-23-2023 06:51 - edited ‎05-23-2023 08:48

Hi, it's good to see you visiting the community forums, @igsanchez-93.

 

To ensure that your device is tracking information as accurately as possible, please try adjusting the position of the device on your wrist following the recommendations listed here. You can find some additional steps and recommendations about factors that can affect your heart rate data here.

 

In addition and as a first steps, I would also try restarting your Charge 5 using the charging cable and then check if you continue to experience any abnormal behavior. 

 

Regarding the problem with  ECG tracking, please give a try to the following steps:

 

  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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