Fitbit CHarge 2 Heart rate stopped working

[Marymor]

Hi my fitbit charge 2 only 2 weeks old and the heart rate measurement stopped.

It doesn't display the heart rate any longer what should I do to fix it?

[Rich_Laue]

May we have more details @Marymor?

Do the heart rate lights still flash?

Steps to try:

- Restart of the tracker Http://help.fitbit.com/?q=restart 

- Clean the back of the tracker

- Check the position on the arm, not too tight, not too loose, not to close to the wrist?

I'll assume that the display hyst shows "--"

Thanks

[AlvaroFitbit]

@Marymor It's nice to have you on board! Could we have more information about the issue you are having. Do you still see the green lights in the back of the tracker (which are part of the hr sensor)? If they are on do you only see a couple of lines on your tracker (--)? @Rich_Laue did give you some great suggestions. How is the battery level? Have you fully charged your tracker? Remember to have the tracker two to three fingers above the wrist bone to have a good hr reading and it shouldn't be too loose (but not tight to cut your blood flow!) so it can detect your hr.

Let me know how it goes!

[Marymor]

Hi Rich_Laue,

yes you are right the display shows "--" 
I've tried all of your suggestions nothing helps. 

What next?

[Marymor]

@AlvaroFitbit, thank you for the reply. Yes green lights in the back, (--) showing, all other info is displayed normally. Battery is now fully charged and I followed @Rich_Laue's suggestions with no impact though. The tracker is correctly positioned, according to instructions and no too tight either. 

What could be wrong and how could it be fixed?

[Marymor]

---

@AlvaroFitbit wrote:

@Marymor It's nice to have you on board! Could we have more information about the issue you are having. Do you still see the green lights in the back of the tracker (which are part of the hr sensor)? If they are on do you only see a couple of lines on your tracker (--)? @Rich_Laue did give you some great suggestions. How is the battery level? Have you fully charged your tracker? Remember to have the tracker two to three fingers above the wrist bone to have a good hr reading and it shouldn't be too loose (but not tight to cut your blood flow!) so it can detect your hr.

Let me know how it goes!

---

@AlvaroFitbit thank you for the reply. Yes green lights in the back, (--) showing, all other info is displayed normally. Battery is now fully charged and I followed @Rich_Laue's suggestions with no impact though. The tracker is correctly positioned, according to instructions and no too tight either. 

What could be wrong and how could it be fixed?

[DerrickS]

Hi @Marymor,

I'd recommend the tips mentioned in this article, especially setting your HR setting to "Auto", considering tightening your tracker's band, and location of wear on your tracker.

This should help, but let me know if you have any additional questions.

[Marymor]

@DerrickS, thank you I tried that, no change.What should I try next? Quite disappointing if it didn't even survive 2 weeks?

[AlvaroFitbit]

@Marymor Try changing the HR settings to off for a few minutes (after syncing) then use the ON setting and wear it for a period of time (a few hours or maybe a day) if this issue persist then change it to Auto and wear it again for some time (same few hours or another day). If this issue isn't resolved after everything you have tried then please contact our Support Team for further assistance as they can check your trackers details and assist you finding a solution.

Keep me posted!

[Krag]

The heart rate sensor on the back of my fitbit Charge 2 no longer has the green light and my heart rate hasn't been tracked in over a week now. I tried restarting it but that didn't seem to work. 

[Dubious]

I've had my charge 2 for a year and a half. Three days ago I noticed my sleep patterns no longer showed detail, then I noticed that my heart rate wasnt working which explains the sleep problem. I've restarted my charge 2 several times in a row with Bluetooth off on my phone. That didn't work. I've turned the heart rate setting to off, syncd, to on syncd, then back to auto. Neither on or auto are working. As for wrist positioning, I've had it for 1.5 years and haven't had any issues. Both green lights on the back are blinking and look normal. Please help. Thanks

[AlvaroFitbit]

@Dubious Welcome! It's great to see you around! Sorry to hear that your heart rate sensor isn't working. It seems that you have tried the suggested troubleshoots. In this case please let our support team know so they can further assist you. You will get an email from them.

Let me know how it goes!

[Kcbe21]

Dubious,

My husband is having the same exact issues...what was the final result?

Thanks!

[Dubious]

Hi Kcbe21,

Fitbit offered me a 25% off coupon to purchase another device. They said mine was broken. It was strange that the coupon wasn't valid for the charge3, just the charge2 and some others. I'm still using my charge2 to track steps/workouts, but I'm no longer getting any HR data. Tracking sleep was my most-used feature, and that's worthless now - so I pay a lot less attention to it. My device has 2 long cracks along each side of the screen. And I'm wondering if water may have leaked in and killed the HR. No way to know for sure. Is your husband's device screen cracked?

Thanks

[Kcbe21]

No, his screen isn't cracked. My has the 2 long cracks but (knock on wood,
it's still working just fine).

Yes, that is a bummer about not being able to get the Charge 3 with the
coupon. I think hubby was contacting customer service today, so we'll see
what they say....but I know he really wants the Charge 3, so we'll prob
just get that. I think I saw a 30% off coupon in my email the other day.

Good Luck and thanks for the info!

[Marymor]

Mine was still under warranty, so Fitbit sent me a new one, explaining that
I was un lucky and there might be something wrong with the heart rate chip.

So hopefully your product is still under warranty.

Best Regards

[Krag]

I ended up sending in my screen to Fitbit and they sent me a brand new one
for free. Been working fine ever since.