Charge 3 won't track any data after update

[momblake]

After the update I installed on 3/26/21, my Fitbit Charge 3 will no longer track data on the watch, app, or laptop. The watch displays "--" under steps and all other data except resting heart rate which is stuck permanently at resting 71 bpm.  There are two little hyphens "--" for miles, stairs, etc. No data whatsoever. i have:

1. plugged into laptop with the charger and rebooted at least 6x

2. re-synced many, many times

3. clicked on "updates" on my dashboard but it says "no updates" 

4. reinstalled the app

5. Reached out to FitBit via the Chat screen: I was told on Sunday 3/29/21 and was told my case would be escalated because the couldnt fix it. Help!

FYI: I have yet to receive a reply from my Chat session with Fitbit on Sunday

Moderator edit: subject for clarity/Merged posts

[WilsonFitbit]

Hello @momblake Welcome to the community forums! Thank you for the information and for the troubleshooting steps you've tried prior to posting! 

I was able to see that you have reached out to our Support Team and they are currently working on your case. Please keep an eye on your inbox since they will reach out to you with more information. 

Have a great day! 

[mbetts]

I have a similar issue with my Charge 3. It no longer displays or tracks my heart rate. (All other items work normally). It's been this way for 2 days.

I have rebooted and reset to factory a couple of times.

When I reset to factory the HR display works, displays the heart rate AND tracks the data!

It continues to work until I pair it with my iphone, at which time the display goes to two dashes and data is no longer tracked.

When it is paired with my iphone, the HR data stored in the Fitbit is transferred to the App - at which point the display goes blank and no longer tracks.

I recently updated my Fitbit app on my iphone. Fitbit 3.36 (1013)     charge 3 -  20001.88.11

EDIT! OK I fixed my issue. I had never seen the 'HR display ON/OFF' function under 'settings' before!

It had somehow been turned 'off' and turning it on fixed my problem. I can't think why I would ever want it off!    

[momblake]

It's been 6 days since I've reached out to Support. Are they still working on? I would have thought I'd receive a notification or email by now. Thank you! (I just really rely on my Fitbit!). 

[WilsonFitbit]

Hello @mbetts It's great to see you around! 

@mbetts Thank you for all the troubleshooting steps you've tried prior to posting! I am now glad to know that the inconvenience has been resolved and I hope you can continue tracking towards your fitness goals! 

@momblake I apologize for the delay. I'd like to let you know that I was able to see your case and my Support Team should be able to get in touch with you soon. Please make sure you keep an eye on your inbox. Otherwise, you can contact them one more time and mention that you already have a case number so they can continue assisting you from there. 

Have a great day!