Charge 4 stopped tracking my floors

[Fitnow56]

For the last two days my charge 4 stopped recording stairs. I tried resetting. There are also 3 lines running across the face of my clock. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Fitnow56. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Charge 4 before reaching out. I understand where your concern is coming from. 

For the screen issue, please try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

As for the floors not being registered, please know Fitbit devices that count floors have an altimeter sensor that detects when you go up in elevation. Your device registers 1 floor when you climb about 10 feet or 3 meters. Your device uses changes in barometric pressure combined with the steps you take to calculate floors climbed. Fitbit devices don’t count floors on stationary exercise equipment, such as a StairMaster or treadmill, or when you go down a flight of steps.

10 feet is an average between residential and commercial floor heights. If the floors you're climbing are shorter than 10 feet, you may find that the Fitbit tracker's floor count doesn't exactly match how many floors you've gone up. For example, if you climb 3 floors that are 8 feet tall (for a total gain of 24 feet), then the Fitbit tracker might only tell you 2 floors because it assumes that each floor is 10 feet tall.

Make sure your not holding onto the handrail with your Fitbit arm. If your Fitbit device doesn't see that your walking, no stairs will be rewarded.

Nevertheless, if the above doesn't describe your issue, please keep in mind that it tracks floors by measuring changes in air pressure through a small hole in the back of the Versa. If this hole becomes blocked then it can cause this problem.

With that being said, please try cleaning it with by following these steps How do I clean my Fitbit device? 

Don't forget that Fitbit devices that count floors have a small hole (altimeter sensor) on the back of the device so please don’t insert any items, such as paper clips, into this hole as you can damage your device.

Hope this helps!