EDA scan and heart rate tracking not working on Charge 5

[Sparkie1983]

Only got my Charge 5, two days ago and I can’t get my EDA scan to work, I have initialled and reinstalled, I have restarted my Fitbit, it just keeps saying put Fitbit on wrist before starting…..it is on my wrist! 

Also my heart rate tracker on my Fitbit doesn’t work either…. Help! 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Sparkie1983.

Thanks for the details shared in your post and for already trying to resolve the issues. I understand how you are feeling and recommend restarting your device: How do I restart my Fitbit device? Please also review our tips in this help article: Why didn’t the EDA scan work? 

Regarding the issue with heart rate, please follow our troubleshooting instructions in What factors can affect my heart-rate reading on my Fitbit device?

[Robadub]

Went through troubleshooting with the Fitbot. Didn't resolve the issue with the EDA function. I tried everything you did, it works sporadically but doesn't work more often than not. The bot said I would get an email from someone as my issue had been escalated bit I didn't get that email. My next tracker will not be a Fitbit. 

[Jessica25zj]

I got the same problem. EDA function is not working for me.

[DavideFitbit]

Welcome to the Fitbit Community forums, @Jessica25zj. 

Thank you for sharing that you've been experiencing the same inconvenience with your EDA scan. Could you please provide a few extra details? Let me know if you're seeing any specific error message and if you already tried all the steps mentioned here earlier.  

@Robadub Thank you for your response and for confirming that you already tried the suggested troubleshooting steps. It seems that you've also contacted the Customer Support team for further assistance. In this case, I recommend that you continue the assistance process with them so they can 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. 

[mlnyc]

EDA not working for me either. It keeps saying to hold the sides to start, which I do, but it doesn’t seem to detect it and never starts.  The ECG measurement works, so the sides can detect when I’m holding it, but it doesn’t work for the EDA. 

[Realslimkatie]

I have the exact same problem with my Charge 5. I was able to get it to work once, when I was setting up my account and trying out all of the features, but since then it does exactly what you describe.

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

I just contacted Fitbit support via the chat feature, and they had me restart my device:

• Attach the charge cable to the Fitbit (making sure the cable is plugged into a power source, obviously)

• Press the button on the flat end of the cable 3 times, pausing 1 second between each press

• You’ll know the device has restarted when you see the Fitbit logo

After doing the restart on my device, the EDA worked perfectly. I just hope I won’t have to restart it every time I want to use the EDA feature.

[Sparkie1983]

Thank you for this, I have tried this, however it still says to put device onto wrist 😡

Sent from my iPhone

[marysweat]

what /where is their a button any where on the charge 5 or it’s charger ? I’m so confused 

[Realslimkatie]

The USB end (the side that plugs in to the power source/outlet adapter) has a circle on one side, that is the button to press. I wish I could post a picture to help!

[Realslimkatie]

Oh no! I did have to press the button to reset my device 5 times or so before I finally got the Fitbit logo to appear on the screen, but after it did I didn’t have any more issues, if that helps at all.

I would suggest chatting with Fitbit support if they’re available; that’s the route that worked best for me. Best of luck to you!

[Sparkie1983]

Thank you so much for your help

Sent from my iPhone

[marysweat]

Oh wow ok I’ll save your message and check it out

Thx so much
Mary

Sent from my iPhone

[PrinceHal]

Exactly the same problem and scenario with me: ecg works, eda appears not to recognize me holding the sides 

[Tougie]

Same issue. ECG is fine, EDA does not start when I place my fingers on the device. I uninstalled and reinstalled the app and restarted the device...

I actually think it's my phone. I have a Samsung GalaxyA51. May not be compatible with that app. Everything else works fine. I love this fitbit. Perhaps it will work when I update the phone

[DavideFitbit]

Hi everyone, thank you for all your replies and confirming that you're sill having this inconvenience with your Charge 5. 

As some of you mentioned earlier, please make sure that you've tried the restart procedure using the charging cable, as this has been useful for other users experiencing something similar: 

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, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Other users have also found useful to get their fingers wet before trying to complete and EDA scan. 

If you already tried all the steps mentioned earlier and you continue the experience the same problem, I do recommend that you get in touch with the Customer Support team for further assistance. 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. 

Have a good day. 

[Tougie]

I tried the suggestion to slightly moisten my thumb and index finger before
making contact with the sensors....works perfectly every time. Hope this
helps someone else.

[DavideFitbit]

@Tougie That's great news! Thank you for sharing this update. 

Have a great day. 

[CaptainES]

While this technique does seem to work, it speaks volumes as to the quality of the device. It is not right for @Fitbit to have us jump through hoops to get their product to work (that you payed $$$ for). Poor customer service!.

[DavideFitbit]

@CaptainES Thank you for sharing your feedback and comments about this. 

Some users have shared this extra step that has worked out for them, but EDA scan should work without having to moisten your fingers. If you're continuously having trouble to complete a scan and you already tried the restart procedure, please get in touch with the Customer Support team for further assistance with this. Click here to get connected. 

Thanks again for all the feedback about the product. 

See you around.