Charge 5 premium membership suddenly no resting HR, sleep or stress management score

[Sewiknit2]

Hi, I’ve had my charge 5 and Fitbit app on android phone just over a year.

A few months ago I noticed various reportings stopped showing on phone in app, after a while they would appear for a few days then disappear again.

notably it’s my “resting HR” my sleep score and most other “health metrics” eg breathing rate and heart rate variability etc.

ive switched mobile off, checked I’m synched ok, cleared cache, restarted charge 5 and probably a few other suggestions from here to no avail!

I’ve cleaned my charge 5 I’ve adjusted position to wrist, I’ve tightened and loosened band but I’m now right out of ideas.

please could someone advise on where or how, best I can progress my apparent technical issue?

many thanks.  Sue

[RiekoC]

Hello @Sewiknit2 

I know there's been an issue that affects data syncing. However, the user reports I've read are in regard to completed workout data. This is the first time I'm seeing a report about missing/disappearing Health Metrics data.

Just to make sure I understand what you're experiencing, please confirm:

• Your Health Metrics data doesn't appear in the app on the following morning
• The data will sometimes appear in the app at a later time
• The data later disappears from the app

[Sewiknit2]

Hi, thank you very much for replying and I must apologise for my delay in responding to your question.
Yes, my Fitbit and charge 5 generally sync ok my my problem seems to be that data doesn’t appear in, for example, my Health Metrics.
Often I get a reading for Skin Temperature and Oxygen Saturation, but not the other three.
If I press Heart Rate Variability I have zero in graph, it says “no recent data, wear your Fitbit device to sleep”
If I select History I need to go to week of 13 October where I have two readings on graph for Sunday and Monday only.
But week of 6 October I have readings on graph for all days but NOT Monday.
It is same for other health metrics.
I only get, lately, the simple sleep timeline too.
I have to scroll back to Monday 14th October to get a joined up full sleep timeline which means I don’t get my monthly fun thing with sleep character!
Anyway I am at a loss how to proceed, if you can help me I would be very grateful.
Sue


Sent from my iPad

[RiekoC]

Hello @Sewiknit2 

Thank you for the additional information.

By any chance, are you also having problems with heart rate tracking? Do you see a green light on the back of your Charge 5? You can check by placing your finger across the back of the device. You should see a green light when you lift your finger. The green light is the heart rate sensor and is needed for metrics like sleep stages, HRV, Resting Heart Rate,

If you don't see the green light, the first thing to check is that Heart rate is turned on in the Settings menu of your Charge 5:

• Swipe down from the clock face until you get to the Settings tile (last one) and tap on it
• Swipe up to get to Heart rate. It should be turned on. If it isn't, tap on it to turn it on.

If you have the green light, that's good news and your heart rate sensor isn't the problem. One thing you might try is wearing your Charge 5 on the inside of your wrist. Some users have reported that they're able to get their sleep data when they moved their Fitbit to the inside of their wrist.

[Sewiknit2]

Hi, yes, just checked, got green light. Occasionally I don’t get recordings on graph for heart rate but I do get a live reading if you get me?
I will try moving position of charge 5 at night, see if it makes a difference.
It’s the fact that it performed exactly as it should until a few months ago that I find strange.
Anyway I appreciate your taking trouble with my problem so thank you
Sue
Sent from my iPad

[Sewiknit2]

Hi, sadly my problem continues- I did try moving position of charge 5 to underside of wrist a couple of nights but no difference.

im really not sure how to progress my problem really or with whom.

Sue

[RiekoC]

Hello @Sewiknit2 

Thank you for letting us know that your heart rate sensor is working, but you didn't get sleep data when you tried wearing your Charge 5 on the inside of your wrist.

The only other troubleshooting that I can think of is trying clearing the cache for the Fitbit app on your phone and restarting your Charge 5 after you clear the cache.

[Sewiknit2]

Sadly it’s stopped showing my resting heart rate again! Very frustrating as I can’t seem to find an answer, I had already cleared cache, restart charge 5 and Fitbit app and mobile phone!
One of my sons has a charge 5 he no longer wears due to eczema, I wondered if I could do something with that? Swap for mine? I was thinking about identifying if it’s my charge 5 device at fault, do you think that might be worth a try?
I do appreciate you taking time and trouble out to assist me, thank you.
Sue

Sent from my iPad

[RiekoC]

Hello @Sewiknit2 

Thank you for letting us know that clearing the cache & restarting everything didn't work to restore your resting heart rate.

Trying your son's Charge 5 is a great idea. Charge your son's device to 100% first. Then, remove your Charge 5 from the app and replace it with your son's:

• Tap on the device icon in the upper left of the Today app
• Tap on the Charge 5 tile
• Scroll upon the Charge 5 page and tap on Disconnect device to remove your Charge 5
• If possible, move your old Charge 5 away from your phone. If you can move it more than 30 feet away, that would be ideal.
• Now you can set up your son's Charge 5 as a new device

Please let us know how this works out for you.