Charge 4, software broken?

[Johnwalter07]

Really hoping to find a way to fix my Fitbit charge 4 as it's been good since I got it. 

Right now it seems broken. It freezes if I start an activity, just forever showing the 'connecting' or 'let's go' message, depending on if I've turned GPS on (and the only way to get it back is to plug it in and do the 8 second button hold reset). It also doesn't track steps or heart rate anymore. I've reset it 10 times. I've disconnected and reconnected from app. It's on full battery. 

Please advise. 

[ManuFitbit]

Hi @Johnwalter07. Welcome to the community forums.

Thank you for taking the time to share the inquiry regarding Charge 4.

Please, confirm that you have followed the steps listed here: 

1. Plug 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 to restart your tracker: 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.

[Johnwalter07]

Thanks for the response @ManuFitbit .

Yes, where I said I'd reset it that process you outlined is what I was doing. 

I have also tried rebooting it within the settings. I have also now tried the clear data option within settings. 

It still gets stuck on the connecting screen when I start an activity, and it isn't counting steps. 

Thanks.