Device not tracking heart rate

[Mommieandretti]

My charge 2 is not registering heart rate. It stopped after I took a walk yesterday and has not come back. Is my charge 2 dying? I have had for a couple of years now.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Mommieandretti, it's nice to see you again participating here in the Community Forums, welcome back!

I appreciate the details that were shared in your post. Let me share that your Charge 2 may have trouble finding a signal, usually because of the fit of the tracker. For example, wearing your tight tracker can tighten blood flow in your wrist and affect the signal. We also recommend experimenting with the height at which you place the tracker on your wrist. When you are not exercising, wearing the tracker just above the wrist bone - as you would with a watch - it usually works well. However, moving the tracker up to a few inches can be helpful when doing exercises or high intensity exercises that often bend your wrist.

If you have not already done so, please review our recommendations for use and other tips via https://help.fitbit.com/articles/en_US/Help_article/1565. By default the heart rate setting of your tracker is "Auto", which means that the heart rate sensors are on when the tracker is on your wrist. 

If you wear the tracker correctly and the heart rate setting is not disabled, try changing the setting (Auto or No), then sync your tracker. The change will not take effect until you synchronize. If the heart rate still does not seem correct after synchronization, try restarting your tracker. Please restart your device.

Keep me posted.

[RaynaJarrouj]

Mine has been doing the same since the firmware update. I restarted it and it tracked my heart rate for 2 days and has gone back to now tracking it. I am not wearing it any different, I can only put it down to the firmware update as that is all that has changed. 

[RicardoFitbit]

Hello @RaynaJarrouj, thanks for bringing this to my attention. Welcome to the Forums! Sorry for the delay in responding your post.

Thanks for the details that were shared in your post and for your patience troubleshooting this situation. To better assist you with this, can you please let me know if the information that was shared on my previous post was already took into consideration? Please try the steps that are specified there and let me know if you continue experiencing difficulties. 

Let me know if you have any additional questions. 

[RaynaJarrouj]

Hi, yes I tried all of the steps in the previous post. If I restart I can get it to work for a bit then it stops again. Restarting seems to drain the battery o I dont bother now as it only works intermittently for a short while anyway. I'm just using it as a watch and to count my steps. It all started happening the day after I did the firmware update. Never had a problem with it before then. 

[RicardoFitbit]

Hello again @RaynaJarrouj, I'm happy to continue providing assistance. My sincere apologies for the delay in responding.

Thanks for troubleshooting this prior to posting, certainly your device it's not working as the way it was designed even though the heart rate feature works for a while after a restart process is done. To move forward with the heart rate inconvenience, can you please let me know if the heart rate sensors of your device are still flashing or they are completely turned off? 

Regarding the battery drain situation you're experiencing, I suggest you to check our help article: Can I extend my Fitbit device's battery life? to prioritize battery life on your device. Keep in mind that our Charge 2 battery was designed to last up to 5 days of regular use, however, this also depends on how much you use all it's features.

Keep me posted and let me know if you have additional questions. 

[RaynaJarrouj]

Hi,

The battery usually lasts quite a few days and doesn't seem to be diminishing yet even thought the Fitbit is coming up to 3 years old. It is just when I restart it that the battery drains. I can have 50% and it just disappears when I restart. That's the only time. 

As for the heart rate, the 2 little green lights were always on and I made sure that it was all clean. A few days ago it all started working normally again. For the past 3 or 4 days it has read my heart rate as it did before the firmware update. This didnt immediately follow a restart and it took a few days of gradually reading more and more until it got back to normal. It is really weird but seems ok for now so I dont require any more assistance. 

Thank you