Charge 6 not recording Active Zone Minutes

[JacqueeP]

I've had a Charge 4 since it was released during lock down. While cutting coconuts off a palm tree, the pole slipped and I cracked the face, then water got in it while washing dishes.  I treated myself to a Charge 6, why not? I'm active and love the sleek design, especially since I have small wrists.  

This Charge 6 will NOT track active zone minutes.  I rely on it to see how active I really am.  I've tried every different type of reset including a factory reset as instructed by FitBit "support."  Has anyone had this problem and been able to overcome it?  I'm considering returning it because I'm so disappointed in it not working properly and the substandard support.  Has anyone been able to get the AZM to track? 

[RiekoC]

Hello @JacqueeP 

If you're not seeing AZM on your Charge 6, it makes me wonder if there's an issue with your heart rate sensor. Are you having any issues with seeing your heart rate data in the Fitbit app? 

Do you see a green light on the back of your Fitbit? You can check by placing your finger across the back of the device. You should see a green light when lift your finger. The green light is your heart rate sensor.

If you don't see a green light, you should confirm that Heart rate is turned on in the Settings menu of your Charge 6:

• Swipe down from the clock face to get to the Settings menu
• Tap on the Settings tile
• Swipe up to Heart rate and confirm it's turned on

[JacqueeP]

Thank you RiekoC, The heart rate sensor is one and working fine. Everything on the Charge 6 is working except for the AZM. Oddly enough, it worked on Saturday when I mowed my lawn (I wasn't even going fast).  But it hasn't registered much since.  I think I'm just going to exchange this one. 😕 

[RiekoC]

Hi @JacqueeP 

Hmmm... I wonder why you were able to get AZM on Saturday doing yard work, but not routinely. I agree that this doesn't sound right, especially since the heart rate sensor is working.

I hope your exchange goes well.

[mblatt2021]

I have had the same issue and asked for a replacement. But Fitbit keeps delaying and asking me stupid questions about how I am wearing the band, etc. in the past Fitbit was much faster to replace items. I think all with defective Charge 6s should email the reviewers of the device 

[Chrislovesspin]

I have the exact same problem and have done EVERYTHING just like you to correct the problem.  I too am very active and depend on my fitness tracker to track my activity.... which as we know the 6 doesn't seem to do.  I contacted my credit card company as Fitbit stopped assisting to correct the problem or replace the tracker.

[JacqueeP]

Reading responses to my question and others with similar problem, I'm convinced that it's the Charge 6 not recording correctly.  I also climbed 6 flights one day last week and it didn't record that!  I'm getting asked the same ridiculous questions as well.  My phone model, this that, Android Version and no response.  Also having road blocks in returning.   

[JacqueeP]

I'm active too and my goals are geared more toward zone minutes than steps or stairs.  But I took the stairs at work one day last week and that didn't record.  I also sent them screen shots of "recent" activity.  But I sent them zone minutes from a normal day 2 mile walk with my charge 4 and a normal day 2 mile walk with the 6.  Vast difference in recording. It takes two days or more for them to respond. 

[RiekoC]

Hello @JacqueeP 

The Charge 6 (& 5) doesn't have an altimeter, which is needed to track stairs. That's why you're not seeing any floors being tracked.

[JacqueeP]

Thank you.  I saw that in the community boards, after I bi....erm, complained here.  🙂 

[Chrislovesspin]

Not looking for stairs..... AZM is my major problem... and then notifications and that fact that you can't set goals and have them go to 0 after you close activity setting

[Chrislovesspin]

Yup... sent the screen shots... have gone from 207 average AZM a day to something I won't even put in writing!  I'm all about working out and tracking.

Yesterday I raked for 2 hours....ZERO AZM.  

[Chrislovesspin]

Dispute the charge with your credit card.... there's enough documentation here to support your claim.  

[nelsonkeller]

I have the same issue! It's very frustrating!!!

[JacqueeP]

I'm sorry you are going through this crap!!! The latest is that they are sending this up the channels. There are so many of us!

[Rich_Laue]

Have any of you tried restarting the Charge 6? Or setting up the Charge 6 as a replacement device without removing the Charge 6 from your fitbit app. 

[JacqueeP]

Yes, we have. Or should I say from my own experience, I've reset it several ways as directed by support. 

[Chrislovesspin]

I don't think there is anything that we haven't tried!  I have spent HOURS with "support" 

[Rich_Laue]

What does your heart rate graphs look like?

Another thought would be to log into fitbit.com, where you can see recorded Zone Minutes, but not AZM

[JacqueeP]

Resting heart rate is an average of 70 for the last few months.  My cardio fitness shows as "XX-XX excellent for women your age."  (numbers are xx'd out because "is not permitted in this community"). 

Fitbit.com shows Active Minutes, not AZM, which are probably similar?  And it shows Zero for today, and that makes sense because I've been a desk jockey most of the day except walking from and to car at the office.  Although I parked farthish from building, I walked slowly because it was 200 degrees in South Florida.  😂  I'll look at it again after I walk my dog this evening.