Charge 5 stopped tracking my heart rate

[AntonioF]

Dear All,

My Fitbit Charge5 stopped detecting my heartbeat.
I tried to restart it more times but it dors not work.
I also switched OFF and ON the heartbeat detection in the SETTINGS, but with no results.
furthermore, I noted that the LEDs are off
How cai I solve the problem?
Thank you

Antonio


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @AntonioF. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is still not tracking your heart rate. I understand how annoying this can be, I will do my best to help you with this!

As our last resort, I'd suggest performing a factory reset. IMPORTANT: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please sync your Charge 5 and then, proceed with the steps below in the order listed: 

1. Swipe down from the clock screen to find the Settings app.
2. On your Fitbit device, open the Settings app > Device Info > Clear User Data

You can follow the steps to set up the device after that How do I set up my Fit-bit device?

[AntonioF]

Dear MarreFitbit, thank you for your prompt reply.
Before performing a factory reset as you suggested, I would ask you if you considered the fact that the green LEDs of my Charge 5 are OFF while, before this problem, they were usually ON.
Thank you,
Antonio

[MarreFitbit]

@AntonioF Thanks to you for getting back to me.

Regarding your questions, yes, I considered the fact that the LEDs are not working on your Charge 5. 

[MarilynZC]

I did all the steps you outlined above but the heart rate is not tracking and the LED lights are not flashing

[RiekoC]

Hello @MarilynZC 

I've seen some users report that they did an additional factory reset as directed by Support, after trying that prior to contacting Support, and that it worked to restore their heart rate sensor (green light on the back).

You might want to try repeating the factory reset to see if that will work to restore your heart rate sensor.

[Hendrik55]

Most of the time I can only solve this with a restart of the Charge 5.

See also Charge 5 stops Monitoring Heartbeat  

But why it stops????

And can it be solved?

[AntonioF]

Hi,

After many restarts, at the end I did a factory reset as you suggested and it seems that heart rate is working (even if some times I have to restart the Charge 5 because the LED lights are not flashing and the heart rate is not detected).
Another problem I noted after all the restarts and the factory reset is that - NOW - the battery life of my Fitbit Charge 5 is very limited.

For example: 99% at 12:48; 80% at 15:05; 77% at 15:17

Do you have any suggestions?
Thank you

Antonio

[RiekoC]

Hello @AntonioF 

Glad to see that you were able to get the heart rate sensor working again.

Regarding the rapid drop in battery: When my Charge 5 started having rapid battery loss, I restarted and recharged my device multiple times over several days. As soon as I noticed the excessive drop, I restarted my Charge 5 and put it on the charger until it was back at 100%, often doing this several times a day. Eventually, this process got my Charge 5 "unstuck" and the battery went back to lasting 6-7 days. There's no guarantee that this will work for you, but it might be worth a try.

[AntonioF]

Hello RiekoC

thank you for your suggestions.

I will try...