Charge 4 heart rate zones inaccurate

[SteveAM]

Not sure how I got this result for a run today. Error in calculating zone minutes.  Fifty minutes with average heart rate of 137 but no zone minutes!

Moderator edit: subject for clarity

[Kemtis]

@LizzyFitbit  Tried that didn't work.  Have ticket open with support and going nowhere.  Any other suggestion?

[SteveAM]

I solved problem with charge 4 syncing with my iPhone SE 2020.  Have been using Bluetooth link between phone and charge 4 on runs and walks (with recent update to firmware this saves battery life).  Transfer of heart rate zones has been more reliable even when Bluetooth pairing is lost during run (which seems to happen about 30% of time - still get reasonably accurate mileage estimate, approx +/- 10% , even though GPS lost due to Bluetooth loss).  Yesterday again had episode where lost all zone minutes for a run.  For almost all of run my heart rate was in cardio or peak zone and my charge 4 correctly displayed the zone minutes but they did not transfer to the app when I synced.  When this happens, the Fitbit will continue to display the correct zone minutes and they will not be displayed in the app.  The Fitbit will continue to accurately accumulate zone minutes for the week but the “gap” between the minutes displayed in the app and those accumulated on the charge 4 will persist.  Once a new week is entered, there is no more “gap” until another drop of minutes during syncing occurs.  

I continue to believe that the problem lies with the app and occurs during the syncing process

By the way, there was NO loss of Bluetooth pairing during this run so that is unlikely to be the cause of the problem. 

[LizzyFitbit]

Hi @Kemtis and @SteveAM. I'm glad to see you around and I'm sorry for the delayed response.

Thanks for keeping me posted and trying the tips suggested in this thread. @SteveAM, thank you also for the screenshot. I'm sorry that the Fitbit app isn't showing your heart rate zones correctly and let me continue helping you with this situation. Since our team recently released an update for the Charge 4 and the Fitbit app , could you please confirm if the issue persists?

I'll look forward to your response.

[SteveAM]

Other than today’s app update I was fully updated for app and charge 4 when zone minutes were not recorded by the app during a walk two days ago on Saturday aug 1.

steve

[RestonPeace]

I'm having this issue with my brand new Charge 4, as well. Everything is updated and I'm on a Samsung S9+.

[LizzyFitbit]

Hi @SteveAM, thanks for getting back. @RestonPeace, welcome on board.

Thanks to both of you for keeping your Charge 4 and the Fitbit app updated. We've exhausted the possible troubleshooting steps and because the heart rate zones are still inaccurate, I've requested a case on your behalf so our Support team can take a deeper look and provide you with assistance. Just note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

I'll be around if you have more questions.

[cpotter412]

LizzyFitBit,

I just got my new Charge 4 and am having the same problems as the others. It has not synced with the app correctly in the heart rate zones since I got it. I never had this problem with my Charge 3. I know that my routine hasn’t changed, my intensity hasn’t changed. 
This is very frustrating and I’m considering sending the Charge 4 back. 

[PerfectBlue]

I have a brand new charge 4, latest android app, latest firmware as of this Friday. 

 I'm also getting zero zone minutes. 

 previous charge 3 had no problems 

[LowSodium]

Was this ever solved?  My new Charge 4 does the same thing

[Kemtis]

No it never got resolved @LizzyFitbit  @Fitbit @AmyFitbit  abandon this thread already?   also the gap issue.  never got resolution. shame.

[SteveAM]

Over time, various updates seem to have improved the accuracy of the recording of heart rate zones. I have version 30 installed on my charge 4 and latest app update. With this it seems to be tracking heart rate zones well.



Sent from my iPad

[feathers222]

Day 2 of my new charge 4 Christmas present. I had a 2 mile walk with nothing in heart rate zones yesterday. Today I snowshoed for 1 1/4 hours and had only 30 minutes in heart rate zones, 4 minutes in peak. Walks recorded with my charge 2 we're all in the top two zones. Sorry I can't remember what they are called. ? and peak. Very disappointing. Looks like it still isn't fixed. 

[SeniorS.]

Yep…..same for me with my brand new Fitbit 4.  After reading this thread l see it has been an issue for nearly 2 years now and Fitbit doesn’t seem to consider resolving it a priority. (I guess they are focusing on selling premium memberships instead 🤨) Anyway, l’v decided it’s probably not worth the effort of all the trouble shooting and calls to customer service for a brand new product.  Mine is going back…. I’m very disappointed in the decline in reliability of the Fitbit product.  I have had one since 2015 and used to be very happy….