ECG is not working Charge 5

[Yoelr]

I have 2 Charge 5. One is ok while the second one not ok. When I measure my ECG the signal is jumping up and down like it is in saturation. 
I restart it, cleared, it disconnect and install. 
nothing help. 
What to do?

thanks

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, it's good to see you visiting the community forums for the first time, @Yoelr. 

I appreciate the information provided about this inconvenience with one of the Charge 5 device you have available. 

If you haven't done so already, please make sure to try all the steps mentioned here below that have been helpful for other users with similar problems: 

1. Uninstall the ECG app from your Charge 5.
2. Force quit the Fitbit app and restart your tracker.
3. Open the Fitbit app and pull down on the screen to force a manual sync.
4. Install the ECG app one more time and make sure the permissions are enabled.
5. Tap Discover > Assessments & Reports > Heart Rhythm Assessment to double check if still appears completed 
6. Try taking a reading one more time and let me know how it goes.

[Yoelr]

Hi

I did all steps and it’s still not measuring.


Best Regards
Yoel Reichman

[ram1946]

I’m having the same problem. How does one uninstall the ECG application? Thanks.

[Isa48]

Mine just says there is an error to to open the app again, but nothing happens. Idk if I can reset the watch itself. It’s up to date, everything else works but the EKG 

[DavideFitbit]

@Yoelr @ram1946 @Isa48 Thank you for all your replies. 

If you already tried all the steps suggested and you continue to have the same problem, could you please confirm if your country has been added to the list of places where the ECG feature is currently available? You can review the list here. 

@ram1946 To uninstall the app, you can go to your dashboard > Profile picture > Charge 5 > Gallery > Apps > Uninstall. Let me know how it goes. 

[Yoelr]

Hi David

The Application appears in my phone and the tracker. My problem is that the signal is very noisy jump up and down. After 30 seconds it display that the reading failed. In my second charge 5 it works ok. 

----------------

Hi

I have the application in my tracker and it functioning so it is not a country problem. It is measuring problem like the tracker can’t control the volume of the signal.

[DavideFitbit · Accepted solution]

@Yoelr Thank you for sharing this update. 

If the issue persists after all the steps mentioned earlier, you can also try completing a factory reset following the instructions listed here. Keep in mind that this procedure will  remove apps, stored data, personal information, credit and debit cards* (for devices with contactless payments), and saved settings. 

Let me know if you're still experiencing the same behavior after this procedure.