EDA sensor on Charge 5 stopped working as intended

[iotbyanurag]

Hi Fitbit Support team,
-> Earlier when I had bought the charge5 a few days back, the EDA sensor was functioning well, the scan would start only when the fingers were placed on the EDA sensor and would pause when they were removed.
-> Now the EDA scan starts even if I don't place the fingers on the sensor plates mounted on the sides of the tracker, and sporadically it results in errors.

I have taken all the diagnostic steps, including reinstalling the EDA app on the charge5 as well as restarting the device and uninstalling and reinstalling the Android app on mobile.
Still, nothing seems to work,

-> please have a look at the video attached in the link for your reference and provide eme the resolution for the issue.
https://drive.google.com/file/d/1u93tzBEJ032vZEAEGeaa7EQHSJP0TfO8/view?usp=sharing 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @iotbyanurag.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and appreciate your efforts to provide a link with video. I was able to see that you have already contacted our Support team. I know they will be glad to help you out and provide a solution. I recommend you continue working with them since they have already all the details and special tools to continue assisting you. 

For more information about EDA scan, see How do I start an EDA scan on my Fitbit device?

See you around.

[iotbyanurag]

Hi @LiliyaFitbit

the fitbit team has sent me a message that their email support is not working, and they won't be able to support on that.

So, i am kind of helpless for now.

please let me know how can i get through this issue.

[LiliyaFitbit]

Thank you for your reply, @iotbyanurag.

I appreciate your efforts and the additional details. I was able to see that your case is under review and you should be receiving an email from our Support team soon. Due to the high volume contacts, there might be a delay on their reply. I appreciate your patience and understanding and look forward to getting you back on track.

Have a good day.

[iotbyanurag]

Hi, @LiliyaFitbit I haven't received any communication email from Fitbit support still, I guess they are too busy to address my concern, I am feeling left out. I suppose my issue is not being looked into.

😐😐

[LiliyaFitbit]

Thank you for your reply, @iotbyanurag.

I am sorry for any inconvenience. I've sent this information to our Support team and they should be contacting you soon. I am sure they will do their best to help you. I appreciate your patience and understanding. 

Have a good day.