Heart rate not displaying on Charge 4 or Fitbit app

[ChrisvA60]

Hi,

I received my C4 today to replace my C3 - charged it, installed it, and it automatically performed a firmware upgrade.

All seems to work, except  the heart-rate is no displaying; greyed out and display '--'. in the app (iphone), I have heart-rate data up to the switch from C3 to C4. I did a reboot of the C4 and iphone etc ... no avail.

I assume the C4 has a broken heart-rate sensor ? Can some-one confirm this ?

Chris

Belgium

Moderator edit: updated subject for clarity

[Jannus]

I have the problem that I dont see my life heartrate on the app. It is grey. When I tuch it I can see  my  heartrate who is being screend during the day. On the watch I can see my heartbeat. I have uninstalled my watch on the app and installed it again. On the beginning I was seeing my life heartbeat on the app. I cant see him at this moment and have the same problem back.

[dnb279]

Completely the same here. 

The steps from @LizzyFitbit unfortunately did not change anything.

When I connect a different fitbit, it's working again, but going back to the C4, the live-heart-rate in the dashboard is grey. 

[HaarlemGuy]

I think we should all return our C4's !!!

This release is not finished. How to dare selling a product which doesn't have the functions you advertise.

[Mengerdahl]

Just got the firmware update. The HR is still grayed out in the app but now I can actually click on it to see the data from my resting HR. So still not like it should be but a small small step forward I guess.... 

EDIT: Now everything in the app is grayed out, steps, stairs etc. But I can see the data when I click each section.... 

[HaarlemGuy]

Already before the firmware update you could see the HR in the app if you
clicked on it.
So nothing changed after the update. Only the Spotify Control now works.

[Maartenvc]

Switch today from 3 to 4

Since change it is greyed out in app. Clicking on it shows all records. Heartbeat is on c4 visible. So it looks like An app issue combined with the c4.

Update: 

App is up tot date and firmware is up tot date.

Reboot phone and reboot c4

Still greyed out in the app

Moderator edit: merged reply

[Jannus]

Uninstal the fitbit form the app.

Fitbit on charger so the battery is loading

Install the charge 4 again in the app

When the installation on your phone says take the watch on your wrist hou take the watch out of charge and do the watch on your wrist. 

Go further with the installation on your phone untill you are back in the app.

Go back to the main screen. 

On this way I have fixed the problem for the app. But for how long I do not know.

[dnb279]

I tried this, but unfortunately it's still greyed out 😞

[Jannus]

Mine is grey again also.

Lees hope that fitbit will come with an solution. I think it are problems because it is new. The gps is also a problem. It took 1,5 km run before the GPS has found my position. The rest of 2,5 km to my home it was verry good

[Asnoeren]

Heart rate is working fine ..the main screen indeed shows it grey. U can open it to see the details. So the defect is in the app on the main tile.

 

[HaarlemGuy]

I don't think it is in the app because when connecting C3 you see the heartbeat in the main tile.

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[Maartenvc]

maybe c4 is sending it a bit different and the app can't handle it

[HaarlemGuy]

But why don't we hear anything from FitBit??
They must come up with a solution soon or tell us what is wrong!!

I haven't paid for a C4 that doesn't have the options FitBit claims.

⁣BlueMail voor Android downloaden ​

[Maartenvc]

good point !

@LizzyFitbit tell us more about this issue and the solution 

seems this morning firmware update didn't fix it

Moderator edit: merged reply

[Ronald19781]

I have the exact same problem, can anyone at Fitbit react to this without asking if you cab reset everything ??

[almaviva90]

Got a Charge 4 yesterday to replace my two-year-old Charge 2 and I have the same issue for me, too. Wore it for over an hour, while both sitting and walking around: no heart rate displaying either on the watch face or the Fitbit app (the green LED is on, even close against my skin).

Put my old Charge 2 on and within 15 seconds, my heart rate was detected. Also, the Charge 4 doesn't seem to be picking up my step count as well. Haven't tried sleeping with it yet, but I don't have high hopes if it can't even detect my heart rate.

Restarted/reboot it multiple times, turned off my phone, followed every troubleshooter, and still no result. Even if I get a replacement from the shop I bought it from, am I going to get the same issues (or worse)? This is frustrating, to say the least.

[HaarlemGuy]

Replacing will get you the same issues.
I replaced mine last Friday.

[Asnoeren]

For what it's worth... I own a c4 and heartbeat works fine, step count also.

Only issue is the grey heartbeat bar in the overview screen on the app.

[LizzyFitbit]

Hi everyone. Thanks for keeping me updated and I'm sorry for the delay.

I appreciate your efforts while trying the suggestions from my post and other steps to get the heart rate working on the Fitbit app. Our team is aware that the heart rate isn't visible or is greyed out on the Fitbit app on Android and iOS devices, and they're working hard to identify a solution as soon as possible. Once I have more details, I'll update this thread.

I appreciate your patience and make sure to keep the Fitbit app updated to the latest version as described here.

If you need anything else, let me know.

[almaviva90]

Ah, I feared as much. Wore it during my commute to work this morning and sadly it confirmed both my C4 *and* the Fitbit app detected zero heart rate or step count. I’m planning on exchanging it for another brand later today, which is a pity because I really wanted it to work 😕