Missing heart rate and sleep score Charge 5

[LaJoJu]

My Charge 5 is constantly not register my heart rate or sleep score. I have to restart the device several times a week. It is frustrating that this happens all the time as it affects every thing. I do have the premium.

[DavideFitbit · Accepted solution]

Hi, welcome to the Fitbit Community forums, @LaJoJu. 

I appreciate the information you've provided about this inconvenience with the Charge 5. 

Keep in mind that you must see sleep stages in order to see a sleep score. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

If you see sleep stages but don’t see a sleep score, please note that it may take a few minutes for your sleep score to appear. In addition, for better results please try to let the device detect that you're awake or asleep by itself rather than doing it manually and make sure to keep the Fitbit app and the devices' firmware updated to the latest version available. 

The Charge 5 may need some days to collect some information (particularly regarding to heart rate) and provide sleep score, sleep stages and other data. Make sure that you've also tried the three pulse restart procedure using the charging cable described here and check if you continue to experience the same problem.

In case the problem is related to the Fitbit app, please try the following as well: 

• Log out from the app.
• Clear Cache and Cookies for the Fitbit app in your phone's settings.
• Restart your phone.
• Log back in to check if you're able to see your data properly.

Hope this helps, I'll be around. 

[LaJoJu]

Hi,
The problem is not the app, but the device. The heartrate keep out all the time. I dosent matter if its day or night. Then I have to restart the device.
I keep missing info about excercise, sleep and so forth.

Laila J. Juberg

Sendt fra min iPhone

[DavideFitbit]

@LaJoJu Thank you for your reply with all this information. 

Let me know if you were able to try the other recommendations and if you continue to experience the same issue afterwards. You will need to see your sleep stages to receive a sleep score. Since the sleep stages use heart rate information as well, please make sure that you've also followed the recommendations listed here to improve accuracy. 

I'll be around. 

[T33N]

The other scenario where you may get sleep stages but no score (based on a few reports in the ‘cleaning’ forum) is if the sensors are dirty. This worked for me after a month of not getting sleep scores - gently using toothbrush and water only, no soap, to clean the back of the watch. You may want to suggest that to folks who are having issues.

[DavideFitbit]

@T33N Thank you for sharing this information! I'm sure it will be useful for other users as well. 

See you around. 

[ChristopherMD]

No lights on the back so no HR or sleep.  This happened after the latest software upgrade.

[DavideFitbit]

Hi, thank you for sharing that you've been having the same inconvenience with your Charge 5, @ChristopherMD. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they provided you with some instructions. In this case, they will let you know how to proceed. 

See you around in the Community.