Charge 2 - a phone with a line appearing on screen

[Erialc101]

Hi guys, I was doing my spin studio class tonight and had the watch set to bike exercise mode. ABOUT 5 mins into the class it stopped taking my hr. The a little phone appeared with a line through it. It later started to take my hr again but the screen modes changed and we're really confusing. Anyone got any ideas what was wrong?
Thanks

[CarlosMo]

Hi @Erialc101 it is a pleasure to have you in the Fitbit community with us. 

To better and further assist you, is this a recurrent issue you are experiencing? 

 is this the line you see on the screen? if not , can you provide a screen shot?

If yes, this means phone not found: If the phone icon has a line through it, Bluetooth is likely turned off (meaning your tracker is no longer connected to your phone) or the signal is not strong enough. 

I'll be waiting for your reply. 

[MSTAZ]

That little phone icon just started appearinb on my Charge 2 and my last exercise is not showing on my account but my steps are showing. 

[AlvaroFitbit]

@MSTAZ It's nice to have you on board! Which phone do you have? Is it a compatible one? As @CarlosMo said this icon means that there isn't a connection between your tracker and your phone but your tracker should still track your activity the only thing is that you won't have any gps data. You can try restarting the bluetooth on your phone and restart your tracker by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

If you aren't using a phone or aren't interested in the gps data then you can use your tracker as you would normally do, the symbol just tells you that it isn't connected to a phone but your tracker should still record your steps, distance and activity.

Let me know how it goes!

[MSTAZ]

Ok you're going to laugh 😂 but I forgot to stop the timer after my run. It synced my activity but it said I took a mighty long time to get back! Thanks for the info. 

[Rich_Laue]

Now, that makes sense @MSTAZ, it might have been interesting to see the map if yhe tracker had stayed connected to the gps. 

[DonDownUnder]

In the past few weeks i have been experiencing this same issue. The FitBit worked flawlessly for the first few months, but now this issue. Nothing has change with the fitbit or the phone. Getting to the point that I'm going to return it as not fir for purpose!

[Rich_Laue]

I'm not sure which phone you are referring to @DonDownUnder. 

Do you have Fitbit notification services running? 

Have you restarted the phone! 

[HowSuedeItIs]

I got the phone with the line across a few weeks ago (very frustrating when ready to go on a run) but then I updated the Fitbit app, which made the phone and band reconnect and hasn't had the problem since.

[ranholmom]

I have the same issue! I have already reset my Fitbit. I have a Charge 2 and an iPhone X. I would like to see my steps per day and also GPS (the little map in my Fitbit app on my computer) when I walk. I have Bluetooth and also GPS connected on my phone; but when I press and hold my Fitbit to start my walk, it gives me the line through the phone icon. I don't understand why. The app does show the distance though. I'm confused!

---

@AlvaroFitbit wrote:

@MSTAZ It's nice to have you on board! Which phone do you have? Is it a compatible one? As @CarlosMo said this icon means that there isn't a connection between your tracker and your phone but your tracker should still track your activity the only thing is that you won't have any gps data. You can try restarting the bluetooth on your phone and restart your tracker by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

If you aren't using a phone or aren't interested in the gps data then you can use your tracker as you would normally do, the symbol just tells you that it isn't connected to a phone but your tracker should still record your steps, distance and activity.

Let me know how it goes!

---

[HowSuedeItIs]

Make sure that your Fitbit app is always updated w the latest version.

[Rich_Laue]

@ranholmom  apparently the tracker is having issues with the phones GPS. Usually a restart the phone clears the problem. 

I'm not sure if iOS has the option for always connected but this helps.