Charge 6 HR sensors stopped working after update

[Batoriova]

Hi, I’ve had my charge 5 for just under a year now, purchased off Amazon. It’s wonderful! However, Since the last firmware update that automatically happened, my heart rate sensors have stopped working. I tried restarting my watch multiple times, turned off the tracker in the watch settings, rebooted, turned back on, and still no green or red light. When I place my finger on the back of the watch there is no response. I will have had it for a year in July, and it stopped working out of the blue. I’m extremely disappointed. I’d greatly appreciate if someone can help me through this. I’m currently on vacation in Italy but will return to Canada July 14th, I purchased the watch on Amazon.ca. I have sent an email to support as well, but trying to get help any way I can get it.

Thank you in advance

Moderator Edit: Clarified subject

[Batoriova]

I’d also like to point out that it is still tracking my steps and syncing. Another weird point is I’ve charged it yesterday morning to 100% and as of this morning it’s already down to 71%, when we stayed home yesterday so no out of the ordinary tracking and I haven’t exercised either. So weird …

[RiekoC]

Hello @Batoriova 

When my Charge 5 started having rapid battery drain, I restarted and recharged my device multiple times over several days. As soon as I noticed the battery% had a big drop, I restarted my device then put it on the charger, often doing this multiple times in a day. This process eventually got my Charge 5 "unstuck" and the battery life went back to lasting 6-7 days. Although there's no guarantee that this will work, it might be worth a try.

Regarding your heart rate sensor, I've seen users report that they did a factory reset/clearing user data as part of their troubleshooting steps prior to contacting Support. After Support had them do another factory reset, they reported that the heart rate sensor on their devices was back.

From what I've been seeing, it can take more than 1 attempt to get the device "unstuck" and working correctly.

That said, this didn't work for everyone. But it still might be a something to consider trying, perhaps when you get home from your vacation.

[Batoriova]

Thanks for your reply @RiekoC , I tried rebooting it multiple times and charged it multiple times as well yesterday, still to no avail, but was worth a shot. It was pretty much immediately after an automatic firmware update, I noticed it wasn’t tracking my heart or my sleep when syncing into the app. Still no reply from Fitbit on my ticket. 

[ethannia]

Having the same issue! It works for a little bit after restarting it, but I don’t get accurate data, like I’m sitting and says I’m on cardio😔 very dissapointed

[RiekoC]

Hello @Batoriova 

Although it shouldn't be this way, you will need to be your own advocate and follow up with Support until you get resolution. Please don't wait too long after you get home from vacation to follow up with them.

[Batoriova]

this is what I see in my Dashboard, still havent had any updates since sending them a ticket. there’s no way for me to add additional information to that ticket either, so I guess it’s just a waiting game. Today it won’t even sync anymore, and my steps are stuck at 4K when I woke up this morning (definitely did not walk during my sleep lol)

also the battery is even more of an issue, it was charging for 5 hours and didn’t go higher than 7%, and then finally it kept going. Removed it at 99% 3 hours ago and it’s already completely dead. It won’t even respond when I plug the charger in. I’m so disappointed, I loved this little gadget, that just failed almost a year since starting its use. I hope they’ll offer me to send it over and get a replacement.