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Charge 3 heart rate monitor suddenly not working

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‎04-01-2021 10:05

‎04-01-2021 10:05

Yesterday morning the heart rate monitor on my charge 3 stopped working.  The data just stops around mid-morning; I was just sitting at my desk at the time, no bangs or interaction with water, nothing to cause it.  The heart rate froze on my watch and after rebooting it has been blank.

 

There are no green or red lights flashing at all, and my watch has not registered any heart rate data since then.

 

I have tried rebooting from the watch.

I have tried turning heart rate off in settings, waiting 30 seconds, and turning it back on. 

I have tried changing my watch face.

I have tried charging til 100% and rebooting while still plugged to the charger.

 

At no point have the green and red lights flashed at all. Any help would be appreciated.  24 hours ago it worked perfectly and nothing occured to cause this.

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3 REPLIES 3

‎04-01-2021 10:41

‎04-01-2021 10:41

Hello @littlelisers Welcome to the community forums! 

 

Thank you very much for the information and for the troubleshooting steps you've tried prior to posting! Have you updated the Firmware of your Charge 3 recently? 

 

In the meantime, I would suggest performing a long restart. A long restart is different than the basic restart: 

 

  1. Connect the device to the charging cable. 
  2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
  3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
  4. The device turns off.
  5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
  6. Remove the device from the charging cable. The device shuts down.
  7. Important: Plug the device into the charging cable again.

I look forward to your response. 

Wilson M. | Community Moderator, Fitbit.
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‎04-01-2021 11:50

In response to WilsonFitbit

‎04-01-2021 11:50

Hi, thanks for the reply. I've now tried the long restart as well, with no
change.
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‎04-08-2021 05:56

In response to littlelisers

‎04-08-2021 05:56

@littlelisers Thanks for following our suggested troubleshooting steps! 

 

Since this inconvenience has persisted, I recommend contacting our Support Team for further assistance. Click here to get connected. 

 

See you around. 

Wilson M. | Community Moderator, Fitbit.
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