Charge 4 stops responding during a run

[Mitchepr]

Whenever I go for a run, the Charge 4 stops responding at all. The screen is black and there is no response to swipe, button or movement.

I can recover by plugging it into the charger but it takes a lot of fiddling to get it to connect. Once done, usually there is plenty of charge left so it is not the battery dying.

The first few km of the run are recorded but nothing is tracked after that point.

This has now happened 3 times and only when running. Tracking walks seems to work correctly. My assumption is that the problem is about the intensity of the exercise - possibly sweat??

Is this problem with the model? Or just this individual device?

[EdsonFitbit]

Welcome to the Fitbit Community, @Mitchepr.

Thank you for the information provided.

We haven't received reports of the Fitbit Charge 4 getting turned off when running. I would recommend restarting your Tracker by following these instructions.

In addition, you can set it up as a replacement device:

1. Tap the Today tab , and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Hope this helps.

[Mitchepr]

I rebooted the device a couple of times. Of course, it is not possible when it is unresponsive, but after using the charger to recover it, I can do a re-boot. It has made no difference.

I am not sure what you mean about setting it up as a replacement device. It is the ONLY device so what is it replacing? It is, of course, already set up on my Fitbit account and that hasn't changed.

I should also mention that it is only a few weeks old and, as far as I recall, never correctly recorded a run. This is not a sudden change

[EdsonFitbit · Accepted solution]

Thanks for your response, @Mitchepr.

Setting up your Fitbit Charge 4 as a replacement means pairing it once again as you did for the first time, to the same Fitbit account where it is currently paired. This procedure helps to restart the device.

If you have followed the instructions shared above without luck, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[Mitchepr]

Thanks EdsonFitbit,

I have now done several runs without a problem. I don't know why that should work but apparently it did.

[EdsonFitbit]

Thanks for your response, @Mitchepr.

I'm glad to hear that you've resolved the issue you were experiencing with your Fitbit Charge 4.

On another note, you are welcome to visit the Health & Wellness board to talk with other members about health and fitness.

Feel free to contact us at any time.

[Skepticrat]

I came across this, having the exact same problem. What exactly did you do? Do you just unpair it, then re pair it to your phone?

[Mitchepr]

Skepticrat, don't unpair. You need to add the same device as a new one. In the "Set-up" settings there is an option to "replace" the current device. Do that and just enter the old one as if it was new.

BTW - this didn't fully solve the issue. It still happens every so often. I *think* (but not sure, because it is inconsistent) the problem occurs when the device is under 50% charged. My guess is that, for some reason, it believes it is out of charge and shuts down during the run, even though it says it has partial charge (up to 25%) when I plug it in afterward.

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @Skepticrat.

I noticed that you've been in touch with Customer Support. I'm pretty sure they've done do their best to provide a high level of support. Thank you for your patience while dealing with this situation.

Thanks for your response, @Mitchepr.

If you continue having difficulties with your Fitbit Charge 4, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[Merryveld]

Hello,

I have the same issue. Usually when I plug it back in there is 12 - 20% battery left. I am now assuming that the battery at 20% or lower is just too little to support the GPS tracking. You would think that it would shut off the GPS in this scenario but it seems to just conk out instead. 

I think I'll have to buy a different watch.

[LilaAngel]

Just to note, I have the exact same issue and it’s super annoying as it’s not recording my run past the first 5 mins!!