Charge 3 stopped tracking my heart rate for my runs

[bluemeany]

As well as the issue in the topic, since last week it's stopped tracking resting heart rate or showing the days heat rate graph on that page. 

To reiterate, if I do a cycle or a walk (where the activity is automatically triggered) the heart rate graph is visible. Real-time tracking can also be seen.

Please help. The product is close to being replaced for a more reliable brand. 

Moderador edit: updated subject for clarity

[MarreFitbit]

Hello @bluemeany, welcome to the Community Forums. We apologize for the late response, due to recent events affecting our operations, we're taking longer to respond.

I'm sorry to hear that your Charge 3 is not tracking your heart rate for your runs. Thanks for the details provided, I'm here to help you.

While reading your post, I was wondering if you have MobileTrack turned on? If it's not, this will result for you to not having heart rate data for exercise.

Also, I'd like you to perform the following steps below for this situation:

• Switch the Heart Rate settings from On to Off and manually sync your Charge 3. To switch the heart rate settings on your Charge 3, from the main screen of your Charge 3, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Charge 3. To do so, open the Fitbit app, tap on the Account icon, tap on your Charge 3's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your Charge 3 once again. 
• Once it's done, restart your Charge 3 once again. To do so, press and hold the left button for 8 seconds while it is plugged into the charging cable as if it were charging. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Once you've done those steps, go for a another run and see if your Charge 3 tracks your heart rate this time. Please make sure to follow the guidance provided here to track your activities correctly: How do I track my workouts with my Fitbit device? 

Let me know how it goes, I'll be around. 😉

[Amd908809]

This happened to me as well last week. I went for a 7 mile walk/hike and it showed my heart rate for a little but then completely flat lined for the majority of it. I also noticed a few days ago I'm getting the dreaded lines through the screen. I wonder if this is all connected somehow. 

[MarreFitbit]

Hi there @Amd908809, thanks for stopping by and bringing this to my attention. 

If you've been experiencing the same inaccuracy with your heart rate data, please follow my recommendations offered here.

As for the lines across your Charge 3's screen, if you haven't done so yet, I suggest restarting your tracker:

1. lug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Let me know the outcome. 

[Amd908809]

The heart rate seems to be working correctly now however the lines are still there. I've done a reset by plugging it in and holding the button as well as changing the clock faces.

[Phil180]

I too am having a lot of problems with the charge 3 heart tracking. I set the watch up nicely on my wrist as per the fitting advice then set off on the cross trainer. It seems to take a while to get up to speed with my heart rate but that's ok. Then it displays my heart rate as low 140s to high 140s as I settle into the exercise.

However after 15 or 20 minutes the heart rate begins to drop. I am still working hard and the watch has not moved on my wrist one bit. If I then reposition the watch it begins to work again for a few minutes until the same problem occurs. If I leave it, my heart rate is displayed in the low 90s and then stops working.

This is absolutely infuriating when you are exercising hard but see your heart rate dropping away on the display. I have read the advice many times. I just want to concentrate on my workout but it just fails to work every time. Truly infuriating. 

[bluemeany]

Hello Maria, 

Regarding your first comment, Mobiletrack was there, it said 'linked to another device'...? 

I've unpaired that and the Mobiletrack option seems to be gone. I'll try the other steps you've mentioned and try to motivate myself for a run tomorrow. 

[MarreFitbit]

Hello there @Phil180, thanks for stopping by.Thanks for letting me know that you've also tried to troubleshoot your Charge 3 prior to posting here. However, would you mind confirming that you've tried what I suggested in this post?

Hey @bluemeany, thanks for getting back and for the update. Please give that a go and let me know how it goes, I'll be here to continue assisting you.

Hi @Amd908809, welcome on board. Thanks for following my recommendations to fix your Charge 3's screen. 

I went ahead and created a case for you with our Support Team. Keep in mind that we may need more than 7 business days to respond, due to recent events affecting our operations. Stay tuned of your inbox to the email address associated with this account. We hope to get you back on track soon. 😉

I'll be around, keep me posted about the outcome guys. 

[Phil180]

Hello. Thank you for your response. I have carried out the steps you suggested and will test it out with some cardio later. Thank you. 

[MarreFitbit]

You're welcome @Phil180. I'll be here waiting for your outcome. 😉

[Phil180]

Good evening Maria, 

Hope you’re well.

So today I did two sessions of cardio after carrying out the steps you suggested. 20 minutes and then 38 minutes. Heart rate tracking started off fairly well but stopped working the second half of the 20 minutes and for a large chunk in the middle of the 38 minutes. 

Once again I found this hugely frustrating. I am really stating to think the watch is not fit for purpose. 😔

[bluemeany]

Hello Maria, 

Unfortunately the solution doesn't seem to have worked. I did a run just now and if I go to the 'heart rate' section I can see that the heart rate has been monitored however in the activity itself there is no heart rate data.

[MarreFitbit]

Hello @Phil180 and @bluemeany. Thank you so much for following the suggestions above and thanks for letting us know about this issue. We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[Phil180]

Hey Maria I found how to get it to work. Not totally perfect but about 90% better than it was doing.

Sent from my iPhone

[RobK246]

I've run into a similar issue while lifting weights.  The heartrate stops measuring completely.  It started to be noticable around January this year

I've done a factory reset

switched wrists

Turned off heart rate - manually sync'd

Turned on heart rate - manually sync'd and restarted the fitbit

Sometimes restarting the fitbit right before I start a workout helps, but I finally opened a case with support on 7/3, they said to keep an eye on it and contact support in a week.  Over a week later nothing has changed and support tells me I just need to wait.  I recently reached out to support again, and the support rep said they would escalate the case and provide me updates, as I was trying to figure out if it was hardware or software, but haven't heard anything yet.  Any thoughts or suggestions? 

[Phil180]

Hi Rob, 

I’ve given up on Fitbit. I’ve had 2 charge 2s and 2 charge 3s and every one has malfunctioned in one way or another. Support just keep saying they know about the problem and thanks for my patience. Unfortunately I have ran out of patience and have bought an Apple Watch which has been flawless so far.