Charge 2 stopped monitoring heart rate green lights are static not flashing

[tegs_jay]

My fitbit charge 2 stopped reporting my heart rate 2 days ago. The green lights on the underside are on, but seem dim - they are static green, and not flashing. The heart icon on the watch no longer beats like it does when attempting to collect HR data.

I have checked the fitbit app and dashboard settings for heart rate - they are on.

I have performed the following troubleshooting to no avail:

- Restarted the fitbit over 10+ times using the clip-on charging cable and holding the power button until the fitbit logo is displayed;

- Restarted phone / turned off HR monitoring / synced fitbit;

- Turned HR monitoring back to On / AUTO / Synced fitbit;

Syncing is working because each time I change the HR setting from ON/OFF I change the clock face to confirm sync worked.

Even after turning HR monitoring off in the app and syncing the fitbit, the green lights never power off.

Is there any fix for this?

Thanks.

[HeydyF]

Hey @tegs_jay, welcome aboard! I appreciate you have taken the time to try to fix this issue with the heart rate monitor of your Charge 2. 😉 Beside what you already tried, I'd like you to set up your Fitbit as a new device by following the instructions in this post. 

Let me know if that works! 

[ktui]

Hi, I have the same issue where the heart rate lights aren't bright and flashing, they are quite dim. I have reset the device, removed it from the app on both my mobile (Galaxy S7) and PC (Win10) and it does sync...just not reading the heart rate or tracking sleep patterns anymore. 

[ktui]

Hi, did you ever get a fix for this problem? Have had it for a few weeks now and its still not fixed.

[tegs_jay]

I contacted support, the fitbit was deemed unrepairable and I had a replacement shipped under warranty.

[MarreFitbit]

Welcome on board @ktui! Thanks for already troubleshooting this inconvenience. Nice way to go! 

Since you've exhausted all the steps in order to sort this out, I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Hey @tegs_jay! I'm glad to hear that you received a new Charge 2 after getting in touch with our Support Team. Hope you're enjoying your new tracker! 

Point me out if there's anything else I can do for you in the meantime. 

[ktui]

Yeah I had the same resolution - just got my replacement in the mail a couple of days ago

[HeydyF]

Hey @ktui, I hope you are doin' fine! Thanks for the update! Sounds great that you just received a new Charge 2 as a replacement. If you have further questions or comments, let me know!

I'll be around! 

[Tracyb78]

I am having the same issue. Who do I contact in South Africa to assist me?

[Tracyb78]

I have tried all the restarts etc to no avail. Who do I contact as the hr is not working 

[GarySta]

Same problem here! I took the advice of a previous user and simply used a pen to break the seal on the heart rate sensor lights on the underside. It worked beautifully. Now the watch works fine, but without the heart rate function which I don’t use routinely anyway. I refuse to buy another Fitbit in the future based on the reviews here. Hope this helps.

[kaylaarnone]

My lights won't light up at all still monitors my steps but not heart rate got it from my sister like 5 yrs ago it quit working so put it in a box just found it and cleaned it and it works all the sudden except for the green lights