Fitbit Charge 4 sensor stopped working

[Enchom]

It seems the sensor stopped working, it used to flash in green when putting the watch on, but now it doesn't light up at all.

All of heart rate, steps, stairs, distance, etc, do not work and stay at 0 regardless of whether I'm wearing it. The screen no longer automatically lights up when I turn my hand to look at the watch as well.

It generally just seems that none of the sensors are working and it doesn't recognize me wearing it nor any movements. The watch itself is functional and it charges fine, display and stuff like chronometers and timers work fine. It also syncs with my phone without a problem and can update just fine.

I reset it multiple times (Settings > About > Restart Device) with no changes. Is there anything else I can try?

The problem occurred after it spent a couple of days without any battery.

[LizzyFitbit]

Hi @Enchom It's nice to see a new face around the forums.

Thanks for bringing this to our attention and for the steps tried prior to posting. This is odd and while you've tried rebooting it, please try restarting your tracker by using the charging cable as described here to refresh your tracker's performance. Once this is done, try using your Charge 4 as you normally do and check if your data is being recorded correctly.

Additionally, on your Charge 4, swipe to the left, open the Settings app > Heart rate and make sure the settings are turned On. Also, press and hold the button of your tracker, swipe left to left to access the quick settings screen and verify if the DND and Sleep Mode are turned of, as well to have the Screen Wake enabled so your tracker can light up whenever you turn your wrist toward you. Give it a try and let me know how it goes.

[Enchom]

Hi @LizzyFitbit ,

Thank you for your response. I've tried to reset it using the charger approach, and it reset fine, but did not fix the issue.

I've confirmed all settings are properly set as well - Heart rate is on, DND and Sleep Mode are off, Screen Wake is enabled. Could it somehow be a hardware issue? Is there anything else I can try?

If there are "harder" resets that may help, I don't mind. Losing data is not a big concern for me, I just want it to work fine.

Thank you in advance

[LizzyFitbit]

Hi @Enchom It's nice to see you here again.

Thanks for your efforts while troubleshooting your Charge 4. You've done a good job and I'm sorry the issue persists when tracking your details. Because this shouldn't be happening, I'd recommend you to get in touch with our Support team so they can evaluate your tracker's behavior and bring a solution for you. Please click here to get connected connected with them via phone or chat.

[Trolly685]

Have you had any luck?

[LizzyFitbit]

@Trolly685 Welcome to the Community.

Thanks for joining this thread. Because you're having the same experience, I went ahead to check your details and it seems you already have a case created with our Support team. I'm glad your case is in good hands and please keep an open communication with them, I'm sure they'll do their best to bring you back on track.

[Trolly685]

Yes they took very good care of me and are sending a replacement. I couldn’t be happier. Thanks for checking in. Have a great day.

Sent from my iPhone

[LizzyFitbit]

Hi there, @Trolly685.

You're welcome, thanks to you for keeping me posted and for sharing your experience with our Support team. I'm glad you're about to receive a replacement and I hope you can keep crushing your steps with that one. To set up this tracker into your current account, just follow the instructions described in this help article.

Have a good one! 😊

[AnnieVanhan]

Hello,

I’ve had intermittent issues with my charge 4 ever since purchasing in March 2021.  Not tracking steps, miles, number of stairs accurately.  It also only displays sleep and water on the tracker randomly. I’ve even seen it go backwards in steps while I am exercising.  Or give me a ridiculous amount of stairs or none at all when I live in a home with 3 floors it is literally impossible for me to not go up and down the stairs several time. Resetting, hard rebooting uninstalling and reinstalling, syncing, all updates, doesn’t fix the problems.  I have cleaned the sensors as asked to do by Fitbit customer support. I do this often on days it decides not to track steps at all along with multiple reboots before I can get it to work.  Customer service after working with me to solve the issue told me I could send it back and they would look at it.  While on the phone doing all the checks the random problems weren’t happening within a margin of error that they felt it was broken. So letting them look at it was my only option. I was sent the box and label to do this.  However that meant being without it for an indefinite time so I chose not to.  (Bad choice. I have just had fitbit products for so long and I exercise daily so I didn’t want to be with out it)
Another issue I have is logging foods on the app. I am a premium member and it lets me enter a couple of items then it freezes and enters the same item multiple times. I have to exit the app and try again sometimes several times before I can get it to work. Many times I just give up like I do with my charge 4 on many days. 
I see than many people have similar issues which randomly fix themselves.  Nice 😁. 
I hate to change from Fitbit to another tracker and have been considering purchasing the 5. However my fear is that that what has happened with the 4 could continue with the 5.

Honestly with it being less than 1 year old I’d really just like the problem to be fixed. Any advice would be appreciated. 
Thank you 

Annie V

[Trolly685]

I have to say I had a great customer service experience. I went through the reset they asked for and it didn’t work. I contacted them again and they said they would send me a new one or a big discount on a 5. I didn’t want to spend any Xtra cash so I just asked for a replacement. I got a tracking number and it’s supposed to show up today. I would try customer service again. Perhaps they know it’s issue. Couldn’t hurt to try.

[Rawal]

I am also facing similar problem....

Was rectified yesterday with help of customer support....

Problem reoccurring today.....

Why has this happened suddenly to so many of us

[Trolly685]

Contact customer service. They sent me a replacement.

Sent from my iPhone

[AnnieVanhan]

I had an ionic that broke while in vacation a few years back and Fitbit customer service was great. Had a new one by the time I got home. 
I really like using Fitbit so I’m not ready to give up. 

thanks for the feedback I’ll try customer service again. Thanks for the feedback. 

[Rawal]

Thanks

[LizzyFitbit]

Hi there, @AnnieVanhan and @Rawal. Thanks for your great help and suggestions, @Trolly685.

Thanks for letting me know about your Charge 4 and the steps tried on your own. I understand your point of view and I'm sorry for the inconvenience experienced. I appreciate your feedback and please know it'll be passed along so we can keep improving our devices, as well as our services. As @Trolly685 mentioned, please try getting in touch with our Support team so they can investigate your tracker's behavior and see what can be done to help you out. They're available via chat and phone, just click here to get connected with them.

@AnnieVanhan In regards to your other question about the Fitbit app, I'd encourage you to share your comments in either the Android App or iOS App boards so you can have more chances to receive help from the Community.