Heart rate monitor not working

[Harvey052000]

My heart rate monitor on charge 2 has stopped working. I’ve tried resetting (holding side button down whilst charging) but that has not helped. Any suggestions on what else I could do?

[SunsetRunner · Accepted solution]

Try that Restart several times before giving up.  If it still doesn't work, contact  Customer Support.

[Harvey052000]

Ok, will do. Cheers

[HeydyF]

Hey @Harvey052000, welcome aboard! I'd like to help you out with this. So could you please tell me, on your Charge 2, instead of your BPM, are you getting this "--"? If so, beside the restart that my friend @SunsetRunner suggested, I'd like you to try the following: 

-  Try changing the setting (either Auto to On or On to Auto) and then syncing your tracker. The change won't take effect until you sync.

Let us know how it goes! 

[Harvey052000]

Evening,

Yes, it’s the “- -“ symbol. I’ve changed the settings and nothing changes.

Jon Harvey

Sent from my iPhone

[Harvey052000]

Brilliant customer service and solution found within a couple of days. 

Replies were quick and resulted in a replacement being sent out. Very impressed!!!

[HeydyF]

Hey @Harvey052000, thanks for the update! I appreciate the time you have taken to follow the instructions I posted above and also, for taking the time to contact our Support team! They are simply the best! And it's great to know that they have processed a replacement for you to get you back on track.

If you have further questions or comments, let me know! 

[Sea-2]

Hi, I have tried to resync as you suggest and it still doesn’t work? 

[jamesbon86]

If you are resetting the chest strap, turn the battery over, and reinsert it with the negative (–) side facing up. Then wait three seconds to dissipate the charge in the battery and reset the heart rate chest strap.