Neither Heart Rate or Steps recording data

[FlyingScot91]

Since I got my FitBit I have been unable to measure heart rate. HR shows as "- -" permanently. I did receive the "sensor calibration" mesage several times but did not have a charging cable at the time. Since receiving the cable I have not received the calibration message at all and there is no way to manually force this.

Steps appear to work only occasionally when I am asleep - recording 12k steps on my first night when I didn't move from my bed and 0 when I was up and about the next day, or any subsequent days. Steps appear to record randomly sometime after 11pm and stop sometime around 10am.

I have already factory reset, turned off, soft reset (left and lower right button) multiple times and am wearing the watch in the way explained by setup instructions with good solid contact with the wrist, used on both wrists.

[NellyG]

Wow, that sounds weird! I think you need to contact Support (link in my signature)

[FlyingScot91]

I know right? It doesn't do anything it's supposed to except tell the time!

I'm already in contact with the support teams. They claim my device was replaced under warranty on November 10th (it was a gift to me from it's previous owner who assured me it has not been replaced), and that because of this it is ineligible for warranty replacement. To that I pointed out it was purchased in January so is less than a year old - even if it had been replaced, it would fall under manufacturer error as the device is clearly defective within 2 weeks of use.

[sscott117]

Same issue here.  I did get steps to start again but no longer have green heart sensor lights, hence no HR tracking.

[FlyingScot91]

Yep, FitBit are doubling down claiming the item was replaced 2 weeks ago and that therefore they won't replace it again - despite this never having happened!

I still have green flashing heart sensor lights but no reading showing on the watch, and still zero steps in the last 3 days.

[Mapleman1414]

Go buy another one and return the old one