Charge 2 not logging floors

[SophShepherd]

Hi

My 12 month old charge 2 has not been logging floors successfully since a new hardware update was performed on it. I don't know how to restart/reset the device to check if that works. 

[SteveH · Accepted solution]

The restart process for the Charge 2 is certainly worth trying as it does no harm and can sort out all sorts of issues. The procedure is:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • For Charge 2—press and hold the button on your tracker for 4 seconds. When you see the Fitbit logo and the tracker vibrates, the tracker restarted.
   • For Charge 3—press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

If you are getting no floors tracked at all there is another thing to try if the restart doesn't help. The fitbit tracks floors by measuring changes in air pressure through a small hole in the back of the fitbit. If this hole becomes blocked then it can prevent floors being tracked so it's worth giving it a gently clean using something like an old toothbrush or a can of compressed air.