Charge 5 when Heart rate is not showing, then sleep info does not sync

[RICO111]

I noticed when Heart rate is not showing on Fitbit (just 2 dashes - - ) then sleep info does not sync consistently.  To make heart rate display I have to power cycle Fitbit then I can see heart rate on Fitbit and sleep will sync the next night.  But why is this happening?  In the early days of computers you often had to reboot your computer to fix something.  But this a Fitbit and it is 21st century.  My charge 3 and Alta were more reliable

Moderator edit: subject updated for clarity

[DavideFitbit]

Welcome to the Fitbit Community forums, @RICO111.  

Thank you for sharing that you've been having this problem with the Charge 5. 

As you mentioned earlier, for devices that track heart rate, this can have an influence on sleep data accuracy. 

Before considering other options, I recommend that you try restarting the device again using the three pulse restart method mentioned here below, instead of the restart option found on the Charge 5 itself: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

Keep in mind that there are some factors that may prevent your tracker from recording your sleep. Please make sure of the following as well:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device as described in this help article.
• If you slept for less than 1 hour for sleep patterns or less than 3 hours for sleep stages.
• If your device’s battery is critically low.

Hope this helps, I'll be around. 

[RICO111]

thanks for checking in.  I believe I have read all the links you provided but I don't think that my situation fits in to any of those solutions.  I think I saw one that said GPS should be on for better heart rate tracking which in turn provides sleep tracking.  I don't think GPS was on in my Charge 5 but it is now.  Anyway from a logic point of view my situation is where nothing has changed and for no apparent reason heart rate tracking stops which stops sleep tracking (right?).  I wear my Fitbit all the time, I have a leather band which keeps it in place on my wrist and when heart rate tracking stops I use the 3 presses of the button on the charging cable not the power cycle via the Fitbit. Next time I see heart rate tracking stopped on my clock face I will swipe up to view the heart rate there & see if that is also not working.  The other thing I will do is power cycle the Fitbit from the Fitbit itself (not the 3 press method) & see if that restarts the HR tracking which will get me my sleep tracking.  The reason why is because I don't always get to sit at my desk where my Charging cable. 

Anyway, thanks again for following up. 

[DavideFitbit]

@RICO111 Thank you for sharing all these details and that you already tried all the troubleshooting steps suggested.  

In this case, since you continue to experience the same problem with the heart rate information, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

See you around.