Charge 2 heart rate not working

[Macdaddy123]

Two days ago the tracker stopped registering heart rate. Just have '- -' still have green lights. Have been over all old posts on this subject and can see it has been a problem before. I have checked everything re set with usb 3 times in a row. Switched heart rate from auto to on and synced.  Even set up again as a new device and nothing. I do not have the latest firmware update as yet. Very very frustrating! 

[RicardoFitbit]

Hello @Macdaddy123 it's nice to see you again participating here in the Community Forums, welcome back! Let me give you a hand with your Charge 2.

Seems odd that your device isn't recording heart rate information as the way we designed it, I appreciate your effort and patience troubleshooting this situation prior to posting. If you haven't already done so, I recommend you to try the steps that are specified on: How do I track my heart rate with my Fitbit device? and let me know how it goes. I'm aware that some of the steps that are specified there were already tried, however, the specific order that are specified in our help article is really important.

Let me know how it goes, I'll be around if you need further assistance. 

[Macdaddy123]

Ha ha!! You have got to be kidding me! I am an I T engineer who has owned and used my Fitbit for 3 years, this is me second one. I think I know how to use it! And position it correctly! If you take the time to look as I have there are many posts detailing this exact problem. The solution is to send me the latest firmware update and see if that kick-starts the watch. If not the watch is quite obviously faulty. The main watch face has also now lost the top of the display. Is very likely had it. Time for a Garmin I think. I do not have the time to once again try a long list of restart processes that as in the many other posts do not work. 

[RicardoFitbit]

Hello @Macdaddy123 thanks for your reply.

Please take in consideration that my only intention is to assist you with some troubleshooting steps to resolve your concern, unfortunately I cannot confirm which steps or tips you tried before posting. However, thank you for taking the time to share your thoughts and personal experience here in the Community Forums, the feedback that is submitted in here is appreciated. Don't hesitate to contact me back if you require further assistance.

I'll be around. 

[Macdaddy123]

Yes apologies for my curt response it was all rather frustrating as it was
directly impacting my training. Just to confirm I have tried restarting the
tracker 3 times in a row then waiting before checking heart rate. I have
deleted and then re connected my tracker to the app. Checked position on
wrist, and in all possible areas the hear rate would appear, changed the
app from auto to on and back again, also tried standing on head and singing
dixie! . Nothing works, the heart rate although green lights are flashing
just gives '--' and does not show in the phone application or record when
using the GPS activity started from the tracker. I feel I have tried
everything that Fitbit have suggested for this device apart from the new
firmware which as I stated has not yet come through from this device. I
have enjoyed using my Charge 2 and was considering an upgrade to the charge
3 however I am now thinking of using the Garmin ecosystem as I need to
trust my device and I have read that the Charge 3 suffers similar issues.

[RicardoFitbit]

Thanks for your reply and update @Macdaddy123, my apologies for the delay in responding your post.

Nothing to worry about, if I was in your position I'll be frustrated too. I appreciate your effort and patience troubleshooting this situation prior to posting. Let me share with you that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email because they'll be in touch with you in a short period.

In the meantime they get in touch with you, don't hesitate to contact me back if you need anything else.

See you around.