Charge 2 heart rate monitor keeps stopping working

[SuzieQ54321]

I have had my charge 2 for about 1 month and all was well until yesterday. 

I noticed that the heart rate monitor was not working, it wasn't glazing green or reading my heart rate. The only thing I could do was reset it and this worked overnight and until lunch time today when I noticed it had stopped working again. So I have had to reset it again to get it to work. Any suggestions please, do I need to send it back or is it something silly.

Thanks

[MarreFitbit]

It's nice to see new members around @SuzieQ54321!  Thanks for restarting your tracker, this has worked for me too. 

I'd like to start saying that your tracker can have difficulty finding a signal, typically due to the tracker's fit. For example, wearing your band tightly may constrict blood flow in your wrist and affect the signal. We recommend experimenting with how high you place the tracker on your wrist. When you're not exercising, wearing the tracker just above the wrist bone--as you would a watch--typically works fine. However, moving the tracker up a couple inches can be helpful during high-intensity exercises or exercises that cause you to bend your wrist frequently. If you haven't already done so, please review our recommendations for wear and other tips shared by @SantiFitbit. 

If you're wearing the tracker correctly and the heart rate setting isn't turned off, try changing the setting (either Auto to On or On to Auto) and then syncing your tracker. The change won't take affect until you sync. If heart rate still doesn't appear after the sync, try restarting your tracker 3 times in a row and wait at least 60 seconds before checking heart rate again.

If you're still unable to see your heart rate on display, please let me know if you can see the green lights flashing on the bottom of your tracker or if you're getting two dashes "--" at some point.

Hope to hear good news my friend! 

[SimonClinch]

I'm having exactly the same problem and the response from Fitbit has been exactly the same, to no avail. I have tried everything.

The problem only just started happening in the last week or so. Very frustrating.

I'm waiting for a our response now as the issue has been escalated. But for now, the Fitbit goes in the drawer.

[MarreFitbit]

It's nice to see you here @SimonClinch! I've just checked and it seems that your issue has been handled pretty good with our customer support. Check your inbox for the good news! 

Let me know if there's something else we can help you with, it's always a pleasure.

[Jpauley69]

Having the same issues with the HR tracker. I've spoken to several people with Fitbit customer service and followed their recommendations to no avail. It's really frustrating that I'm not able to use the HR tracker, it was a huge selling point for me.

Moderator edit: format

[MarreFitbit]

Thanks for jumping up here @Jpauley69, hope you're having a great day! Can you please confirm you've followed what I suggested in this post? Also, please don't forget to answer my question about the green lights. 

I'll be around looking forward to your response! 

[Jpauley69]

Hi MerriFitBit, 

Thanks for replying to my recent post.  I've spoke to several people with FB customer support and have followed their recommendations which were exactly what you've suggested as well.  It works for maybe a day sometimes less and then stops tracking my heart rate once again.  I've adjusted the tension of the band and also tried to place it on different positions on my wrist all with no success.  

[Cascade1911]

I've just started having this problem as well. My Fitbit Charge 2 will stop monitoring heart rate and requires a reset before it will work again. No green lights. I tried turning from auto to off (sync) and on (sync) and back to auto (sync) and it does not help. Resetting does help for maybe a day but now I'm at work without a charge cord and why should the fitbit keep losing heart rate. Anything to do with the recent firmware update? And yes, during the last firmware update I did confirm that my Charge 2 was at the latest rev.

[Rdavis184]

I have the very same problem. My Charge 2 worked well for 5 months, and then this happened. I've tried everything recommended in other threads in this forum, but nothing works. 

[Jpauley69]

Let me know if you find a solution

Sent from my iPhone

[Rdavis184]

Yes, I will. I intend to get to the bottom of this as soon as possible.

[Cascade1911]

For what it's worth, after having the heart rate stop working twice in two days back when I made my initial posts to this thread I did the DOUBLE reset as I saw mentioned and I've had only one other failure since. Still not great but certainly better than what I was getting. Let us know if you have similar or different results. 

[Cascade1911]

Sorry, not double reset, TRIPLE reset.

[vonschantz]

Tried everything in this post, nothing helps. No flashing green lights, and only dashes. It works for a couple of minutes, then the lights go out. It started after the update of the firmware, maybe there is a rollback somewhere?.

[Rdavis184]

I tried a triple reset last night before I went to bed. It lasted for 6
hours.
As a retired software developer of embedded real time systems, this has all
the markings of a bug introduced in the latest release. I wish it was
possible to roll back to the previous version that worked well for almost 5
months. My Charge 2 is useless to me as it is now.

[JoAnna45]

I am having this problem a lot. It's really disappointing, especially when it goes off in the middle of exercise and you don't have the charger with you to reset.

I have tried everything, resetting, changing to off, on, auto and then syncing. Sometimes it works for a few hours but always ends up stopping again. I'm fed up of it as it was one of the reasons I bought the Charge 2.

I haven't done the reset 3 times though, going to do that now but I've lost faith in it now so not expecting it to work.

What have you done about it anyone? I got mine from Currys a few months ago. Is anyone taking theirs back?

[Rdavis184]

I've tried everything mentioned in all of these threads, including
removing/reinstalling my Charge 2 as a new device in the IOS App. Nothing
works.

When the green LEDs stop flashing, the only way out is through charger
cable reset, and that's only good for some short period of time.

[PPerryman]

Jumping on the bandwagon, my Charge 2 and same with the previous Charge HR seens useless as fitness trackers when it comes to heart rate. Soon as you start moving beyond a brisk walk forget about it. Even light workouts at the gym it shows very low or no heart rate for periods of time

Just got back from a fast bushwalk comparing it with a Polar V800 Heart rate monitor w/GPS turned on stopped and started seconds apart. The Polar on left wrist the fitbit on right 1 finger width above wrist bone and just loose enough that it's not digging in

Distance: Polar V800      -  9.15Kms 
Distance: Fitbit Charge 2 - 11.3Kms

Steps:      Polar V800       - doesn't register steps 

Steps:      Fitbit                 - 12410

Heart Rate: Polar V800    - avg 122bpm's, Max 175bpm (averaged 10-30bpms higher then the fitbit)

Heart Rate: Fitbit              - when i'm looking at it was averaging around 100bpm's 

                                           when the polar was above 130 the fitbit wasn't registering anything.

but. ....

Somehow ....

Cals burned - Polar V800      - 830 

Cals burned - Fibit Charge 2 - 990

both have the same personal info the only difference is you can't set stride length in the Polar without a separate device

[darshu]

my device is hardly 3 weeks old and i am having trouble with charge2 heart rate monitoring. tried checking heart rate by wearing all sort possible. heart is monitored only when wearing watch on ventral side of wrist on both hands.

not getting heart rate when wearing it right.

tried restarting the device as well.

[Mishuggs01]

I've only had my charge 2 since Christmas and my heart rate stopped working. All I see is the heart with two lines next to it. The green lights are flashing ans I've reset it twice,unpaired it 3xs and still nothing. I have the limited edition. I also took the auto to on and vise versa for a day for two and still nothing.please advise on what to do next