Charge 3 stopped recording sleep and active minutes

[thepeg]

My fitbit Charge 3 is less than 2 years old.   Last Sunday, it stopped recording sleep and active minutes.  It still records Steps, miles, calories and floors though.   

I've cleaned the back, uninstalled/reinstalled, turned bluetooth on and off, and it still hasn't corrected.  One thing is I upgraded my phone several days prior from an Iphone 7 to an 11.  Everything worked fine with upgrade until 4 days later.   Any suggestions?  

[EdsonFitbit]

Welcome to the Fitbit Community, @thepeg.

Thank you for trying to resolve the issue with your Fitbit Charge 3 before contacting us.

This situation is related to the heart-rate sensor. There are some factors that can affect your heart-rate reading on your Fitbit device. Please follow these tips to resolve heart-rate tracking issues.

Whether you continue experiencing difficulties, you can perform a long 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. 

In addition, please turn off heart-rate tracking and turn it back on. For instructions on how to navigate your Charge 3, please visit this article.

If you have any question, please let us know.

[thepeg]

I tried your instructions but was having trouble turning the fitbit off.  But, in the last couple of days, the active minutes are working again and the steps have increased.  Prior to this problem, I was questioning the steps being correct.  This information looks correct to me.

But, I have a new problem.  The fitbit is going off on it's own early evening and doesn't turn back on until the morning. The interesting thing is that it did record my sleep patterns last night for the first time in over a week (while it appeared to be off)  I tried putting it back on the charger and it turned back on.  But as soon as I took off the charger, it turned off. It was off all night and I tapped it early this morning and it turned on by itself.   ??

Thank you.

[EdsonFitbit]

Thank you for your response, @thepeg.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Please let us know if you have any questions.