Charge 3 stopped tracking heart rate data

[Dakotalas]

My heart rate function suddenly stopped 2 nights ago and will no longer register any heart rate.

Moderator edit: updated subject for clarity

[Teenytrish]

When firmware made mine worse too....resting heart rate wont even record now, they immediately offered a refund....wonder if maybe a batch known to be faulty?? Get back in touch with themTricia x

Sent from Yahoo Mail on Android

[LizzyFitbit]

Hi @Liz9500 and @Teenytrish, welcome to the Community Forums! I'm sorry for my delayed response.

@Liz9500, I'm sorry to hear that your Charge 3 isn't recording your heart rate. Thanks for taking the time to contact our team, as well for the troubleshooting steps performed. I've been informed by our Support Team that your case was under their wings, and you were receiving assistance via email. If you didn't receive their email, let me know so I can request them to resend it to you.

@Teenytrish, thanks for stepping by and helping our friend. You're great, and appreciate your feedback towards your Charge 3. We'll make sure to continue working on it, so we can improve its performance based on the Community posts.

[RichieB54]

Hi, I have followed all your advice and mine still will not track the heart rate and sleep. The green lights are not flashing in the bottom. Can you assist please?

[Liz9500]

I called in for help and they are sending me a new one.

[Teenytrish]

I tried everything with mine too so Fitbit replaced my faulty unit as nothing worked. Hope this helps Tricia 
Sent from Yahoo Mail on Android

[SunsetRunner]

So, I got my Charge 3 and started doing walks beginning of July 2019 and now in July the 29th it was no longer transmitting heart rate data from my registered walks. I can still see my heart rate fine on the screen when exercising or walking so it ain't any problem with my pulse meter.  

I tried rebooting it but to no avail.

Did I sweat too much during the hot end of July?

Is the data array in my Charge 3 full after almost a month of daily exercises? It seems it can no longer transmit the heart rate data to be seen in the fitbit app. I also noticed that the heart rate data the last month seemed to be slow to update. Perhaps there is too much data for it to upload?

Anyway. I appreciate some help in the matter of getting my perfectly shown heart rate to record and register as data in my fitbit app once again.

[Gypsy420]

Reset your Fitbit and if that doesn’t work, reach out to them and get a new one.

Sent from my iPhone

[Liz9500]

Thank you. I reached out and my new one is otw

[SunsetRunner]

Update: I did not do anything else since the reboot I told you about in my previous post. But I tested the heart rate data by letting the fitbit Charge 3 automatically detect me walking around for enough time, and then I saw that this method do register heart rate data that can be seen in the fitbit app later. But manually starting an exercise did not.

I will perhaps test doing manual exercise entries again tomorrow and see if heart rate works for those activities too... but after several test walks I am exhausted for today. Update about my findings will come sometime tomorrow at this time I guess.

/Cheer.

update 2:

Spoiler

So I tried to do my morning short walk today and still the heart rate is not recording into the fitbit app data storage for manually initiated exercise: walk

GPS/map, and the other data are all available, however: when I complete the exercise the initial report window is empty white under "map" (swe:karta). I am starting to believe that these problems are not with the Charge 3 but the Fitbit app itself on my Android smartphone (OnePlus 7 pro 12/256, Model GM1913, Android-version 9, Oxygen OS 9.5.10.GM21BA).

Once I return to previous menu the session with map and track is shown, and I can see everything except heart rate data. It is like that data set is not transmitted or not show at all for manually initiated and registered walks. But it do show up when the walk is automatically detected by the Charge 3 and later reviewed by be on the app. Strange indeed.

Problem first occurred: Mon 29th of July 2019. (and since)

Last working session occurred: Sun 28 of July 2019. (no problems previous to this).

Fitbit app is version 3.2 (Updated 23th of July 2019). 

Permissions: Position/place only.

[GJALPHA]

Hi,

The problem of heart rate not being recorded in the heart rate record of exercise sessions seems to be occurring over multiple fitbit models which leads me to believe that it is not an issue with individual devices but rather an issue at your end. Would I be correct in assuming this? 

[Jaelkay]

Why is this issue marked as being "Solved?"  Clearly, the problem persists.

[Jaelkay]

Well - it has gone unnoticed. I haven't heard a peep from the support personnel.

[Jaelkay]

Absolutely incorrect.

[GJALPHA]

I keep seeing suggestions such as clean your fitbit, is heart rate on .....

Clearly it's an issue fitbit know about as it is happening on other devices not just Charge 3

[LizzyFitbit]

Hi everyone. I'm glad to see you here in the Community, and I'm sorry for my delayed response.

@RichieB54, thanks for trying the steps from my post, and I'm sorry that the heart rate is still no recorded correctly. I've checked with our Support Team and apparently they already took your case under their wings. They'll continue working with you via email.

@Liz9500, @Teenytrish thanks for taking the time to contact our Support Team. @Gypsy420, thanks for your great help.

@SunsetRunner, thanks for sharing the detailed information of your experience with the Charge 3, as well for your efforts while troubleshooting it. First, let me clarify that your OnePlus 7 Pro phone isn't a fully supported device, and this may affect how the information syncs and displays in the Fitbit app. While we cannot guarantee that it'll work flawlessly, I'd like to work with you on this. Since everything is updated on your end, I'd recommend to try the following:

1. Log into your fitbit.com dashboard.
2. Click on the gear icon > settings > Charge 3.
3. Scroll down and make sure the "Live Data" option is enabled.
4. Uninstall the Fitbit app, and reinstall it back.
5. Reboot your phone and try checking your heart rate details when exercising.

@GJALPHA and @Jaelkay, thanks for joining to this thread, and taking the time to share your thoughts. If you refer to the heart rate not showing up in the Fitbit app when working out, have you made sure the live data option is enabled in your online dashboard? Also, make sure the Fitbit app and your phone are updated to the latest version.

As a side note, please take in mind that since this is a public forum, other users experiencing this situation can accept as solution a post from this thread if it was helpful enough for them. I appreciate your feedback, and your comments will no go unnoticed.

Keep me posted.

[Jaelkay]

LizzyFitBit

I have absolutely the latest software and firmware on phone and Fitbit Chatge 3. Still having proplems, despite my many requests for a solution.

A new fault has reared its head in the past few days. On most mornings, the FitBit Charge 3 will not sync until I have done the 15 second hard reset. That usually resolves the issue, but is a total PITA. As well as this, I am getting a message telling me that the app cannot see my Charge 3. That's an even bigger PITA.

On top of that, the existing problem I have with wildly inaccurate (ergo, totallu useless) heartrate of the Charge 3 persists.

I have STILL had no resolution and I am YET to have support contact me, as has been promised.

This entire Charge 3 experience is totally unacceptable.

[Orvis]

I originally started this thread quite some time ago, since then have tried every option to reset restart reboot whatever.  I contacted Fitbit, they sent me a new tracker, same problems.  when I try to view my results from my swim, it is a very laborious task of rebooting my phone, forgetting bluetooth renew bluetooth, and then when I do get it to sync, it still after all this will NOT log my heart rate, yes  can see my heart rate at any given time but I don't care about my resting heart rate, I want to know what happened over the past hour.  now before someone chimes in and says "I can't track while swimming", it did ok, yes it did.  For the first three months it worked well, I could see my heart rate during my hour of swimming, was very happy, then an update came along and it stoped, yes it stoped. I am at the point now that it is only good at alerting me when I get a text, and as a timer...... very disappointed. 

[GJALPHA]

Live data on

gps on

heart rate on 

device rebooted. 

Iphone updated 

iphone switched on/off

app deleted reinstalled. 

Seriously are you just going to give another suggestion each time. Nothing has been altered this end. It all started last Wednesday. Am i the only Charge 3 owner in the world having this problem?

fitbit please tell me all the troubleshooting pointers you have in just one post rather than each time you are told the last one didn’t work. Also please reassure me that in fitbit headquarters everyone is running around with their heart rate records showing on their exercise reports on their fitbit app. Seriously this has gone from being a product i loved and have been loyal to since it launched to being basically an arm band that tells the time. Also one that you can’t read on a sunny day outdoors but that another unresolved issue that i have given up on. Apple your watches are looking more and more appealing everyday!

[Liz9500]

The second time I called the escalated my case and sent me a new one.

[SunsetRunner]

LizzyFitbit, I did all the steps you suggested. 

I am sorry to report that your suggestion did not help the situation.

I can only see heart rate data if I use the automatic exercise detection method, not by starting a session manually.

The problem arose from the last firmware update or the Fitbit app update. Before the 28th of July it all worked without any hitch or problem.