Charge 5 regularly stops monitoring heartbeat.

[Hendrik55]

Charge 5 regularly stops monitoring heartbeat.
Sometimes it is possible to disable heart rate in the settings and then enable it again. Often I can only get it to work by restarting the Fitbit. What can I do?

[Gr4ndp4]

Hi, @Hendrik55, do you have a tattoo or scar tissue on the wrist you are using? If so the optical sensor will struggle to get a HR as it monitors the pulse by detecting the change in colour in the inner skin layers. Try wearing it on the other wrist or ask a family member or friend to see if they have the same problem.

Let us know how you get on by posting here again.

Cheers

[Hendrik55]

Hello @Gr4ndp4 
No, no tattoo or scar or wathever. It just stops monitoring.

Cheers

[Gr4ndp4]

Hi, @Hendrik55, thanks for the feedback, when you lose the HR is the green LED still flashing on the back of your charge 5? You need to lift it slightly off your skin to check as removing it results in the sensor turning off. I would also suggest you clean the back of your charge 5, I use rubbing alcohol (Isopropyl 70%) but warm soapy water will do the job. Make sure you dry it before charging.

Let us know how you get on.

Cheers

[Hendrik55]

No flashing green LED

I often clean the back of the Fitbit.

Nothing helps😔 I think this (also) had to be solved bij Fitbit (or Google)

[Gr4ndp4]

Hi, @Hendrik55, thanks for the feedback, without the LED you correctly understand you will not get HR. I note you've located the HR on/off slider in "Settings" and have tried turning it off & on again. I note you do get it working by restarting your Charge 5 but this does not seem to be a solution to your problem. If you take the Charge 5 off your wrist the LED will normally stop flashing when the sensors in the array no longer detect the reflected flashing light. Normally when you put it back on your wrist it should start flashing again & present an HR in the display. Allowing none of this is happening, you've tried restarting your Charge 5 and followed my other suggestions I believe your best next step is to talk to "Customer Support" online or via the help screen in the Fitbit app on your phone.

You have not mentioned how long you've had your Charge 5, you may still have the benefit of Fitbit's return and warranty policy depending on where you are when and from whom you bought it. If the agent is to go down that road you will need this information to hand. Note accidental damage is excluded.

I hope this helps.

Cheers

[Hendrik55]

After I got the well known battery issues, Google send me a new one in march even when my Charge. 5 was 3 month out of my 2 years warranty.

So I don't if this new one is under warranty.

But I think this issue too has to be fixed by Google in the firmware