Charge 5 won't track my health metrics data

[loripeeps]

Help. As of April 3rd,my charge 5 stopped recording all my metrics, except steps. I've tried chatting with Fitbit and it was disappointing to say the least. I kept being told I needed to sync. My C-5 syncs just not the health metrics, etc. Only steps. 

Anyone experience this and figure out how to fix it? 

Thanks 

Moderator Edit: Clarified subject

[loripeeps]

To clarify, I have tried resting the c5, logging out and back into the app, force stopping the app, turning bluetooth off/on, turning heart rate off/on. Triple checking every setting there is. The funny, I never changed it in the first place...it just suddenly topped working April 3rd.

[LDcharge2]

I’m in the exact same boat. Find all the things and no luck. Pretty much Just clock working. 

[radiouser]

Someone said to change clock face, you can change it back later, this seems to have got mine syncing again.

[LDcharge2]

Last night I randomly turned off and on each of the notifications toggles in settings on the app and (for now) things are working! 

[RiekoC · Accepted solution]

Hello @loripeeps 

That's definitely not normal behavior.

Do you see a green light on the back of your Charge 5? You can check by placing your finger across the back. You should see a green light when you lift your finger. The green light is the heart rate sensor.

If you're not seeing the green light, the first thing to check is that the Heart Rate setting didn't get turned off somehow:

• Swipe down from the clock face on your Charge 5 until you get to the Settings tile. Tap on the tile.
• Swipe up until you see Heart Rate and confirm that it's turned on

If Heart Rate is turned on and you still don't see the green light, try turning it off, then back on. You might also want to try restarting your Charge 5 after turning the Heart Rate off, then back on. I've found that doing a restart often helps get my Fitbit "unstuck".

According to posts I've read, some users reported that doing a factory reset worked to re-enable the sensor:

• Since a factory reset will delete your data from your Charge 5, do a manual sync to ensure you don't lose your tracked data
• Swipe down from the clock face on your Charge 5 until you get to the Settings tile. Tap on the tile.
• Swipe up until you see Device Info and tap on the tile
• Swipe up to Clear User Data and tap on the tile
• Tap and hold on the blue tile for 3 seconds. This will clear your tracked data from your Charge 5, basically a factory reset

Hopefully, you should see the green light on the back of the Charge 5 after the reset. If you see the light, then set up the Charge 5 in the Fitbit app as a new device. Although it's usually not necessary, I recommend deleting the previous Charge 5 from the app first.

• Tap on the device icon in the upper left of the Today page
• Tap on the Charge 5 tile
• Swipe up and tap on Disconnect device
• Now set up your factory reset Charge 5 as a new device

If you didn't see the green light return after the factory reset, then the sensor has stopped working. You should contact Fitbit support (<-- click link) to find out what are your options under warranty

[LDcharge2]

Nevermind. That lasted one day only. 

[AMurray1307]

This is my second warranty replacement because my first one completely died after that latest update. The replacement they sent was garbage and didn’t track anything correctly, wouldn’t sync and the battery wouldn’t last a day. I returned it, waited about 2 weeks for a new replacement. I’ve had this one for less than a week and the heart rate monitor won’t work, so it won’t track active minutes. I’ve surpassed my 30 active minutes, but it’s reading 0 because the heart rate monitor isn’t working. Fitbit is total garbage now that google bought it. I was a loyal customer, but their customer service is terrible, and I’m absolutely done with this company. 

[loripeeps]

Well, 2 days later, having not reset or changed any other setting, all my metrics starting working again. I don't know why. I don't know how. I blame the eclipse. Haha.

But I swear, I will never try using the fitbit troubleshooting chat again. The run around I got and made to feel like I did something wrong was horrific. 

[AMurray1307]

Mine started randomly working today, too. 🤷‍:female_sign: The chat feature is a nightmare! They’re not bad if you call, but I’m sure they’re sick of seeing the same issues with the charge 5. 

[Nana4273]

My Charge 5 also stopped syncing.   I have done all the suggested steps:

checked for updates

turned off to hone/restarted phone

turned off Blue Tooth / turned on Blue Tooth

turned off Cell Data / Turned on Cell data

removed Device/ reconnected device

yes Green lights are on 

yes, charge 5 is fully charged

Changed watch face

nothing is working.   Fitbit is recording statistics but they are not being synced to Fitbit app