Charge 2 suddenly stops heart rate recording

[ameerali]

Charge 2 suddenly stopped heart rate recording 3 days ago. It has been running fine till now.

Tried restart multiple times, no change. Restarted thrice in a row as well as someone posted in this community. No change.

removed and re-installed thrice, no change.

toggled heart rate from auto to off , sync, toggle back no change. Same excercise with Auto position, no change. 

No, no change in straps or the way I wear it.

Green LED continues to blink.

No issue with syncing, I can see steps correctly transferred to my Iphone app. On the fitbit device I can see the bpm showing no entry, which means the device is not recording heart rate.

In short nothing changed absolutely, and the device just decided not to record heart rate, and as a result sleep tracking also is haywire.

I am on version 22.58.00. Not sure if there was a background version upgrade that caused this.I trawled the web for solutions, tried everything mentioned with no effect. Is there a solution?

[AlvaroFitbit]

@ameerali Welcome to the Fitbit Community! It's great to have you here!

Let me help you with your Charge 2 not recording heart rate and thank you for troubleshooting this issue. I have created a ticket so our Support team can further assist you via email.

Let me know how it goes.

[scott76]

I am having the exact same problem that started on Thursday the 21st.  I can see my sleep stats went generic on that day after recording properly up until that point.  Do we know what the fix is for this?

[Jwahlst]

My heart seems to be recording ok, however my Fitbit app is no longer showing active heart rate, only resting. Not sure if this related to these other issues? 

[ToonArmy999]

I have been having the exact same problem with my heart rate monitor not showing active heart rate only resting but need to tap on the screen to get a figure & is always the same reading of 57 every time. Also tried going into settings to turn off the heart rate monitor for while made no difference at all so tried turning back on & then back to auto, nothing tried re syncing several times nothing. Also noticed last week hair line cracks on the face of the charge 2., I have also had the issue with the bands keep coming off. I tell you something in the family we have four different Fitbits & everyone has had issues one way or another. I will never ever buy another Fitbit product again I rely on my heart rate monitor since having a heart attack earlier in the year & the customer service is the worst I have ever had to deal with absolutely disgusting. I urge everyone even thinking of buying any of there products to forget it as I can guarantee you will definitely regret it.  

[markdina]

I am having the same issue. Did you ever get a ” fix” from Fitbit?

[ameerali]

Thank you AlvaroFitbit, for your message, waiting to hear from customer care.

[ToonArmy999]

Nothing as I said there customer service is the worst I have ever dealt with, they just don’t care
And the warranty is not worth the paper it is written on because they do not get back to you.

Sent from Mail for Windows 10

[ameerali · Accepted solution]

Their customer service got back to me, after few back and forth mails  the answer was ' this is a known problem" and the team are working on it. Since this is my second fitbit that is going this way I presume the team has been 'working on it' for a few years. I asked for a replacement ( mine is out of warrantee, but since I had suffered twice I expected a remedial action from fit bit) and the answer was there is no point replacing because the new one will also have the same problem 🙂 . I fail to understand 1) why they continue to sell this product knowingly then? 2) why don't they say it straight on this board as I see dozens of customers having similar issue and a straight answer could put a quick end to their misery. Sharing this for the benefit of others.

My view is that don't spend your money on this product, go for an alternate brand. By the way fitbit offered to sell me a third unit at 25% discount for my troubles and no way I am spending a single penny on this company's product. Run people, run as fast as you can...!

[tkoho]

I am having the exact same problem and have tried all of the same tactics to get the heart rate to resume tracking. It was fine until suddenly it wasn’t, and I haven’t stumbled across any solutions that work. What did they do to resolve your problem?

[tkoho]

That’s what I was afraid of.