Charge 2 not recording heart rate and sleep stages

[LTSmash]

Hey FB Comm,

I recently updated the firmware and since then my band doesn’t read the heart rate.

it just constantly says — (dash dash)

Also the sleep state and duration is incorrect. It was definitely working before now not anymore.

for example it will say that I only slept 2 hours when I know i was down for at least 7 hours.

any one else have this problem? 

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@LTSmash, a warm welcome to our Community!

Let me help you with your Charge 2 not recording your heart rate and sleep information. For the heart rate 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. 

Regarding sleep stages you need heart rate data to get them. You may not get them for the following reasons:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know how it goes.

[LTSmash]

Hey Alvaro,

Thank-you for responding!

I performed the instructions as you asked. I turned off the heart rate, restarted the device and resync'ed.

I even tried turning off the heart rate and removing the device completely from my profile before re-adding it.

Unfortunately both steps did not work.

I did notice this occurred after upgrading the firmware, I'm wondering if other folks have had issues after upgrading also?