Charge HR intermittently displays horizontal line, won’t track

[KarDer13]

Charge HR seems to freeze. The display will suddenly show horizontal line, as if showing a sync progression but the green lights are not on. Hitting the button won't change anything. Eventually it will go away, but the time will be off. I have reset the device several times over the past few weeks.

Very frustrated so I bought Alta last week, but would like to use Charge HR for harder workouts. Any clues? I've only had this device for a few months. I've been through two of the flex devices, both died. If the Alta goes, I believe I am done 😞

[MeylinP]

Hey there @KarDer13 welcome to our Community! It's great to have you here! Mmhhh this is really weird...I'd like to know if your tracker is showing an horizontal line as the following:

                                                         

Let me know if this is what you're seeing, if not could you please provide me with a screenshot so  I can assist you?

Catch you later! 

[Pattycu]

My fitbit is displaying the same horizontal line, what do I need to do?, it's stuck there. Thanks

[KarDer13]

Hi, PattyCU. The pic you show is EXACTLY what is happening. I tried a fix yesterday and it seemed to work, but after workout this AM the half bar is back .

Sent from my iPhone

[KarDer13]

EXACTLY what my display looks like!

[MeylinP · Accepted solution]

Hey there @KarDer13 thanks for the update my friend! Welcome to our Community @Pattycu hope you're doing great! This error you're seeing on your tracker means that the firmware didn't updated correctly so I'd suggest you follow the steps provided in this post.

I really hope this helps, let me know how it goes! 

[majohnson40]

Hello,  M fitbit Charge HR is showing the same display as on your picture.  What or how can I do to resolve this problem.

I am having the same problem has your diagram.  How can or did you resolve the problem?

Moderator edit: merged reply

[MeylinP]

Hello my friend @majohnson40 and welcome to our Community! Please know this is an error that appears when the firmware on your tracker didn't updated correctly so please re-attempt the firmware update. Sometimes the Firmware Update can fail multiple times so you'll have to try it more than one time. If it doesn't work after several more attempts, reboot the tracker and try a few more times.

Keep me posted! 

[Pattycu]

Hello
I had to call customer service, they were not able to resolve my problem.
Fortunately my fitbit was under warranty and they replaced it.
Call them. They walk you through it and they resolve this kind of problem almost all the time, mine was different.
What a great customer service they have!!! Very happy with them.

Sent from my iPhone

[KarDer13]

I THINK my issue is resolved. I've tried the update a gazillion times , both with my phone and computer. Followed the instructions from @MeylinP last night and then kart it fully charge. It seemed fine this AM , then the dreaded line again on the way to work. I synced with my phone again and I saw that it said it was updating. And for the first time I got the message that the "update is complete ". So far so good today. Hoping this is the fix because u can't find my receipt!

[MeylinP]

Hey there @Pattycu thanks for the update my friend! So glad to hear Customer Support was able to help you with this matter.

@KarDer13 I'm happy to hear you're back on track as well and hope your Fitbit continues working that way!

Have a nice day! 

[SGroote]

Hi.

I'm having this issue with my fitbit. Can you help me?

[Pattycu]

Call customer service, they tried to fix mine and they ended up sending me a new one ( still under warranty) when they couldn't do it.

Sent from my iPhone

[Sk1979]

I have a similar problem. Can it actually be fixed?

[MeylinP]

Welcome to our Community @SGroote @Sk1979! Hope you're doing great! Have you tried following the steps @freedom826 provided in this thread? 

@Pattycu glad to hear you're receiving a replacement! I'd like to invite you to our Discussions board which is the perfect place to make new friends here at Fitbit and share your interests.

Have a great week! 

[KarDer13]

I was never able to find a "fix" to the issue. The half-bar error/freeze continued to be an issue. The quick-fix, for a while, was to turn off blue tooth on my phone, connect to my laptop and reset. The fix might last a few days or just a few hours. I also have an Alta, so I just switched between the two. I finally called CS last week becuase the band on the HR charge began coming apart. CS was FANTASTIC. They replaced the HR charge, no problem. They also replaced the charging cable for my Alta, as the clip had just broken a few days prior. I seem to be good to go for the moment!

Wish you the best!

[MeylinP]

Hey there @KarDer13 thank  you so much for sharing your experience with our Customer Support team, I'm so glad they helped you. Hope you're enjoying your replacement!

Have a nice day! 

[nirajg]

i am facing the same issue. horizontal line on the screen please help 

[Sk1979]

Hi. I sent a message to fitbit help desk and they offered to replace mine as it was still under warranty. Could not be fixed.

[SGroote]

Hello Nirajg.
It can't be fixed! Write to Fit Bit and tell them your problem. If your Fit
bit is under warrant they will replace it without charges.

Good luck!