Charge 2 not displaying heart rate

[Julie2719]

My heart rate stopped tracking this morning. Has not shown a number since about 8 am today ( now 8:50 pm). I have tried charging it, wiping the back with a lens cloth, turning heart rate off on the app and syncing and then back to auto and sync again. Nothing. I called customer support and had a rude and incompetent individual and eventually gave up on the call. I have never had bad customer support before and have been a Fitbit user for years. I am very frustrated right now. I will have to call again but I am frustrated. Maybe it is time to try a different brand of tracker. 

Moderator edit: subject for clarity 

[Fschw]

Fixed my problem today.  I reset the device and also did the other tasks for turning HR off, reset, auto, reset...while connected to my computer using the Fitbit.com webpage rather than through the app and Bluetooth using my iPhone.   Worked on the first try.

[Zamzung_x]

After having tried out all the suggestions advised by the Community and
subsequently my last contact with FITBIT SUPPORT on June 29 they told me
that the device is defective and that I should look out for a new device.
I have been working with my CHARGE 2 since December , 2016. It is 2.5 years
old. I thought it would last longer.
I am still evaluating what other device I should acquire next.
FITBIT SUPPORT did send me a 25% discount bonus in order to remain part of
the family getting a new one.

[PlatnumWalker]

Hi, 

I’ve (as a last resort) checked the community to see if there was anything else I should do. Ive reset from Auto to On as well as Off to Auto. I’ve reset my Charge 2 both yesterday and today. To no avail. I’m still getting two dashes for my heart rate. I’ve had my tracker since Dec 2016. Is this the end? I’m totally willing to get a new one, if need be. Which of the newer models closest resembles the Charge 2?

[Gibbyz]

The Charge 3 is the newer model and waterproof.  I've done the same things.  My Charge 2 heart rate display stopped (shows "--") yesterday on 7/5.  I've reset it several times and did the heart rate off/on/auto with synching.  Now the green lights are not blinking on the back. I bought the Charge 2 in December 2016.  It sounds like they only last 2.5 year.

I guess I'll be upgrading to Charge 3.  I really like the size and functions of the Charge model.

[PlatnumWalker]

Thanks for the info Gibbyz! Heading to the store now!

[Hollyle8]

I ended up getting a versa and i have loved it. Fitbit replaced it for me
when the battery was draining too quickly and it was within the warranty
time.

[KarenAnnRazz]

That doesn't work either.  I'm having the same problem.  Everything else is working on my Charge 2 except for the heart rate and sleep monitoring.  It seems like there should be some solution other than buying a new device.  I'm not sure I'll buy another Fitbit either.  I'll check out my other options unless they find a fix for this.

[Muskels]

I tried all those things, but it still won't work.

[Dolce]

My Fitbit 2 spontaneously stopped tracking HR while I was exercising.  It simply displayed “--“ instead of my HR, and I noticed that the green LEDs no longer lit up (in fact they glowed just very dimly when viewed in a dark room).  I could connect to it with the Fitbit app and I was able to change settings etc. but syncing failed.  I had the latest firmware (22.58.0).

After trying the recommended solutions a few times (restarting, switching HR tracking between Auto/On/Off), I gave up and left my Fitbit Charge 2 in a drawer for about five days.  Then I remembered reading something somewhere about restarting the Fitbit three times in a row so I decided to try that.  I put the Fitbit in the charger (the battery level was down to around 30% by this time) and restarted it three times in a row, plus a bonus fourth restart for good measure, without removing it from the charge dock between restarts.  Then I removed it and noticed that the green LEDs were flickering and voila, it’s on my wrist and showing my heart rate again.  Unfortunately, the syncing is still failing.

[Dolce]

Update... I fixed the sync failure by removing my Fitbit from the app and then adding it back again.

[Gibbyz]

Excellent.  My Charge 2 ended up dying not long after my original post.  Like someone in a previous post had suggested, I chatted with support and they offered a substantial discount on new Fitbit.  I ended up with an Ionic.  I hope your Charge 2 continues to function, but if it doesn't I recommend reaching out to support.

[KarenAnnRazz]

Thank you.  I'll try that.

[Travelingtom90]

Thanks
I gave up on the charge 2 and have a charge 3 now and hope it last longer than the 2

One man gives freely, yet gains even more; another individual withholds unduly, but comes to poverty.

Moderator edit: personal info removed

[Dolce]

Update... after working flawlessly once again for nearly two days, my Fitbit is back to not measuring HR (dim green LEDs) again and failing to sync.

Waiting to see what the new Apple Watch looks like, or maybe I will get an Oura ring instead.

[PamO]

Same here -- no heart rate any more for last four days on my Inspire HR-- restarting didn't help. It's about four months old -- my two Alta HRs at least lasted a year each. Is this the end?

[Dolce]

My Fitbit Charge 2 is pretty much dead now... won’t even charge.  My gen-1 Fitbit Charge HR died after about a year as well.  I was suspecting that Fitbits may be susceptible to water damage from repeated exposure to sweat, but in your case it shouldn’t be that because I believe the Inspire HR is waterproof.  Anyway since yours is only four months old you should get a free replacement from Fitbit (which hopefully will last longer!)

[Hollyle8]

It should have a 1 year warranty. Write to Fitbit for a replacement

[MinervaR]

My charge 2 the same exact thing.. battery dies within 24 hours heart rate not displaying or reading it. Fitbit really needs to make a device that last longer than two years. 

[AdvisorK]

Mod,

I noticed today that my Charge 2 is not measuring my heart rate.  The display is showing "--".  And I realized that's why I haven't been getting detailed sleep assessments for the last four days (i.e., it hasn't been detecting for four days).

I tried all the recommended steps (as well as a few user suggestions), including cleaning the back with alcohol, turning the heart rate setting off, then synching, then turning it back on again, and doing the

device re-set.  Nothing has changed. I've had the device for two years and a bit, and there has been no change in the way I am wearing it.

The two green lights are showing a steady flickering green.  All other functions are working and it holds a charge fine.  The only other deficiency is that two lines of display near the bottom of the face seem to have burned out.

Please advise.

Also, am I doing something wrong or is not possible to see historical heart rate data when logged into my desktop?  I can see the heart rate charts on my phone, but there doesn't seem to be any way to access the equivalent data using the desktop display.

[dzavodney]

YAY! This worked for me. Thanks for your detailed and helpful post!