Charge 2 heart rate sensor not working

[AndySchober]

Hi Alvaro,

I am having n issue with my Fitbit Charge 2.  The green light on the back is no longer on and it is not registering my heart rate. Do you know how I might fix these issues?

V/R

Andy

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@AndySchober hope you are doing fine.

Let me help you with your Charge 2's heart rate sensor not working. I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device.  

I also moved your post to its own thread as it wasn't related to the subject on the previous one.

Let me know how it goes.

[AndySchober]

Alvaro,

Thank you. On another note my green diode lights on the back of my charge 2 are no longer flashing, thus not more resting heart rate or sleep stages.  How does this get fixed 

[AlvaroFitbit]

@AndySchober thank you for the reply.

Please follow the instructions I provided in my previous post to help resolve this issue.

Keep me posted.

[AndySchober]

Will do Alvaro,

I will clean the back area tonight when I get home.

I tried the restart several times with no green light appearing.  Hope my Charge hasn't gone bad.

Andy

[AndySchober]

Hi Alvaro,

Did everything you told me to do and did not work even after many attempts.  I called tech support and they had me repeat your steps.  No luck. They are elevating my ticket.

Have a great weekend

Andy

[AlvaroFitbit]

@AndySchober thank you for the reply.

Good to know that you reach out to our Support team. What did they tell you in the end? Were they helpful? Hopefully it was a positive resolution.

I look forward to your reply.

[AndySchober]

Hi Alvaro

They were.  The warranty on my charge 2 was no longer valid. They recommended I get a knew device and gave me 40% off. I chose the IONIC because of the built-in GPS. It should be here today.  It is a good thing as my charge 2 display no longer shows although it is still tracking.  Thank you for your help and have a wonderful 4th of July!

Andy

[SunsetRunner]

My charge 2 did the same thing yesterday....they only gave me 25% off a new one. Dang!!

[AndySchober]

maybe I was wrong it may only have been 25% what did you get

[AlvaroFitbit]

@SunsetRunner It's good that the community is growing! 

@SunsetRunner If I am not mistaken they may include a device with a higher discount on the email offer the Support team sends. Still you can reach out to them if you wish to verify and clarify this issue.

@AndySchober happy to hear that you got a new Fitbit Ionic and thank you for letting us know here in the Community.

I'll be around.

[AndySchober]

Alvaro,

Thank you for all of your help

V/R

Andy