Charge 5 not tracking sleep or heart rate

[Husky75]

Purchased Charge 5

Nightmare so far 

won’t record heart rate

wont record sleep 

30mins on to support and no resolution 

Moderator Edit: Clarified subject

[SilviaFitbit]

@Husky75 Welcome to the Fitbit Community. 

Thanks for the details mentioned and for contacting our Support team. I understand how you're feeling. 

I was able to see that they are already in charge of your case, please continue the communication with them, this to avoid any confusion and they'll provide an appropriate solution. 

See you around. 

[Husky75]

Hi
Still no reply from your team
Charge 5 so far useless
The green lights on back seem to be hardly flashing
Can you respond asap before I have escalate my complaint

[SilviaFitbit]

@Husky75 Thank you for getting back. 

Sorry to hear about what you experienced with your Charge 5. I was checking your case details and it has been escalated to the correct department, since our Support team is already in charge of your case, it's recommended to continue the communication with them. 

Due to the high volume contacts, they might take longer than usual, your patience and understanding is appreciated. 

See you around. 

[SusanP0558]

Silvia,  I’m having the same problem and more.  So in addition to not tracking Heart Rate or sleep, it doesn’t respond to the wrist raise and the battery died after only 2 days.  I’m returning this and going back to my Charge 4 until Fitbit resolves all these issues.  Thanks, Susan

[GotChu]

@Husky75 @Sorry to hear as it is not a hardware issue but software. Too many things that the device is trying to accomplish yet so many faults/errors. I personally made my Fitbit as basic as you can get and still there are inaccuracies on my heart rate monitor/ loses connection and doesn’t show the beats per minute for hours until I wake up and find out it’s not reading my pulse and look at the graph and see the blank data. Until another update is released the chances of it fixing the problems is slim as there are many more errors that this device runs into. Took me a day to get passed the red circle x and the constant reboot. 

[SusanP0558]

Hi…What about the battery issue? My charge only lasted 2 days. Mine also doesn’t respond to the wrist lift.

----------------------

Hello @GotChu.  In addition to these issues mine doesn’t respond to a wrist lift, I always have to double click on it.  The battery was charged to 100% and it only lasted 2 days.  Are these also software issues?

[bookpusher]

Hello, I'm also experiencing the same issue after returning my first Charge 5 for not logging my heart rate or sleep. 

[Wibby]

Hello @SusanP0558 

With the wrist lift problem, it might be worth checking the Screen Wake setting on your Charge 5 to see what it’s set to.

 You can access it by scrolling down from the Clock Face screen.  If it’s set to Manual, you need to tap the screen every time for it to turn on. If it’s set to Auto, it should come on with the wrist lift.  You can switch between the 2 by tapping on the Screen Wake icon.

If it’s set to Auto but doesn’t respond, that’s another error.

Good luck!

[Josie607]

I have a new Charge 5 and it didn’t record sleep last night and this morning it wasn’t tracking heart rate.  I restarted it and now my heart rate is displaying again.  Here are the steps to restart your device:

1) Swipe down on the face watch and select “Setting” then

2) Swipe up to the bottom of the list and select “Restart Device”

It will restart itself and then your heart rate should display again.  I hope that helps others.

[SusanP0558]

I’m still waiting for Fitbit to replace the defective device. In the meantime I purchased one from Amazon that tracks my heart rate, sleep and steps. With the Charge 5 my heart rate is much higher, my sleep tracker seems okay. My steps are crazy high. These devices were just not ready for production and Fitbit has a lot of development to do in order to resolve all the defects with this product. Yours needs to be replaced but you’ll still have issues because the device is very buggy.

Sent from my iPhone

[Wessss77]

This only works temporarily. I've done the same and tried changing watch faces back to OOBE but neither fixes the issues. 

[Snake.P]

My charge 5 doesn't track sleep or heart rate either. 

[Josie607]

1) Swipe down on the face watch and select “Setting” then

2) Swipe up to the bottom of the list and select “Restart Device”

[jojo2022]

@Josie607Thanks for your useless tip to restart the device - now the device is stuck on the fitbit logo.

This keeps happening and I've also experienced all of the issues mentioned in this thread - and I only got the charge 5 yesterday!

The fitbit charge 5 has real issues - I am sure that they already known and new update will resolve them eventually.

[Wibby]

@Josie607 

Thank you for your kind advice!  It is very helpful and you are appreciated by most of us!

For people who are experiencing difficulties with the Restart on their Charge 5s, another option is to reset from the charging cable.  There is a button on the side of the USB end and pushing that 3 times can prompt a hard reset.

[jojo2022]

If the charge 5 gets stuck on bootup showing the fitbit logo, the well documented 'press button on charger 3 times' method of restarting does not work. These troubleshooting tips are not very helpful for people trying to bring real problems with the fitbit charge 5 functionality to the attention of the manufacturer. Restarting the fitbit charge 5 does not resolve the problems brought up in this thread and it's likely an issue with the software on the device.

[jojo2022]

after letting the battery drain overnight with the device hung on startup with fitbit logo and occasional flashing red lights on the sensor, I recharged back to 100%, cleared user data, restarted via the device and charging cable, went through setup/setup again, uninstalled non-required apps (eda scan, ecg, spo2) installed a new watch face, restarted over and over - the result is no heart rate reading and no green lights on the sensor.

On day 1 after first time setup I did see the green flashing lights and see heart rate data. I did 1 exercise and most of it was recorded with heart rate until the device died during the hour long run and I haven't gotten a heart reading or seen a green flashing light on the sensor since.

[jojo2022]

and to clarify, there's no wrist turn auto display either and I've made sure that both 'screen wake'=auto and 'heart rate'=enabled. I switched them off, restarted, switched them on and restarted and that doesn't help. The red light on the sensor flashes frequently but there is no green lights flashing and the heart rate is always displayed as '- -' because there is no reading. The version displayed in the settings is 57.20001.149.11.

Like I mentioned earlier, on day 1 I saw green lights, had a heart reading, and screen wake was working fine - must have been the software update, or the power down and reboot that coincided with these features not working suddenly.

I like the device and have been using fitbit charge devices for ages and it's encouraging that these features were initially working - confident that when the build is updated there will be improvements.

[Hein4950]

OK. Thank you all for your comments..
Have the same problems with recording hearth rate: no sensor lights and no recording for several hours.

Restart doesn’t help. Clearly a bug in the program.

Giving the team a week to solve the problem and strongly recommend Coolblue and bol.com to remove this activity tracker from their webshop untill the problem is solved.