Fitbit Charge 5 no longer provides information

[Eaglesearch1]

Approximately one month ago my Fitbit Charge 5 stopped providing calculated information.  For example, it will tell me how long I slept but no longer provides a score.  There is no Daily readiness score.  Under "health metrics", it only shows me Skin temp variation.  It does not provide:  Breathing rate, Heart rate variability, Oxygen saturation or Resting heart rate.  Instead, it advises, "Keep wearing your device to sleep to view personal ranges."  I wear my Fitbit EVERY NIGHT!  The "Heart" screen advises "No data."  Finally, there is no. "Stress management score."

Is this a global change from Fit Bit?  Are they just requiring you to sign up for "Premium" so they can increase their cash flow?  I've tried reboot and Hard reboot at the cable connection.  Both reboots were successful, but there was no change in the information I am receiving.

Please, speak to me.

Thanks Larry

[RiekoC · Accepted solution]

Hello @Eaglesearch1 

Sorry to see that you're not getting your Fitbit data. The metrics you mention that you're missing don't require a Premium subscription.

By any chance, are you seeing the green light on the back of your Charge 5? The green light is the heart rate sensor & is needed for sleep tracking as well as other metrics.

If you don't see a green light, the first place to check is the Settings menu on your Charge 5 & confirm that Heart rate is turned on

• Swipe down from the clock face until you get to the Settings tile (last one)
• Swipe up to Heart rate & confirm that it's turned on. If not, tap on it to enable

[Eaglesearch1]

RiekoC,

Thanks for your response.  I checked and found the Heartrate was off.  I turned it back on.  I'll see if I have any data in the morning. 

I previously accomplished a "hard reset" by pressing the button on the charger cable three times.  I thought that returned everything to the factory setting.  Is that not true?

Thanks again for your help.

[Eaglesearch1]

RiekoC,

Thanks for your response.  I checked and found the Heartrate was off.  I turned it back on.  I'll see if I have any data in the morning. 

I previously accomplished a "hard reset" by pressing the button on the charger cable three times.  I thought that returned everything to the factory setting.  Is that not true?

Thanks again for your help.

[RiekoC]

Hello @Eaglesearch1 

Thanks for letting us know that you found that Heart rate had been turned off and you've turned it back on. This should result in you getting the data & metrics that use the heart rate sensor. It's often a mystery as to how the heart rate sensor got turned off. When it happens, users don't seem to remember turning off the setting.

Pressing the button on the charger cable restarts your Fitbit device. It's the same as restarting the Fitbit from the Settings tile on the Charge 5. A restart typically doesn't change the settings, like heart rate, on your Fitbit. Personally,I consider a "hard reset" to be a factory data reset (FDR) where the user data is deleted from the device. Even then, I'm not sure that a factory data reset would have re-enabled the Heart rate setting. 

Looking forward to your update now that your heart rate sensor/green light is back on.