Heart rate stopped syncing

[jheesterbeek]

two day ago my fitbit stopped reporting the heart rate, both on the watch and in the app

I checked manualy and I do have a heart rate

I've tried to reset it (connect to the loading device and press the button for 4 seconds), I tried to adjust settings in the app and I tried wearing my watch at different places

Untill now nothing helped

Can anyone advise me what I can do more to make my heart beat again?

Moderator edit: updated subject for clarity

[EdsonFitbit]

@jheesterbeek Welcome to the Fitbit Community.

I'm sorry to hear that your Fitbit Charge 2 is not reporting your heart rate readings. Thank you for trying different troubleshooting steps before contacting us. I would recommend setting up your Tracker as a replacement device by following these steps:

1. From the Fitbit app dashboard, tap the Account icon 
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

If this doesn't work, please let me know which phone do you use to sync your Tracker.

Please don't hesitate to contact us back if you need further assistance.

[jheesterbeek]

Hi Edson,

Thanks for your support.

I added the device, which went well, but sadly without result. I still have no heart rate on the watch nor on the phone.

I use an iphone 6 with latest ios updates

looking forward to the next step...

[Chrissiemay61]

Mine is doing the same not recording heart rate or monitoring sleep ? 

[mommyruth]

I'm having the same problem with both heart rate and sleep not being recorded.  It's my understanding that heart rate measurements are required for recording stages of sleep cycle.

Does anyone know if someone from Fitbit monitors what we post and can actually answer our questions? Or do we just hope that someone came across a solution and shares it?

[leeshim]

I have the same issue since wednesday 27th March.

[EdsonFitbit]

@jheesterbeek @Chrissiemay61 @mommyruth @leeshim Thanks for visiting the Fitbit Community. I apologize for the delayed response.

@jheesterbeek I noticed that you contacted Customer Support. I'm pretty sure they will do their best to provide assistance as soon as possible. Thanks for your patience in the meantime.

@Chrissiemay61 @mommyruth @leeshim If you haven't done it already, please perform a restart to your Fitbit Charge 2 by following these steps. Once completing this procedure, please follow these steps:

- Go to the online Dashboard > Settings > Devices > Heart rate

- If you have set it Auto turn it Off and sync

- Turn it On and sync

- Finally, change it to Auto and sync

Let me know if you have any question.

[jheesterbeek]

@EdsonFitbit Thanks for your reply

I indeed contacted customer support and got the advise to buy a new fitbit.

From one to the next moment the heart rate stopped. My watch was not wet and I did not injure it. I therefor thought it has something to do with a setting or an update in the software. I was hoping someone in the community has had the same issue and could give me a different solution

I hope this is OK

[EdsonFitbit]

@jheesterbeek Thanks for your reply and sorry for the delayed response.

Thank you for the time you spent trying to get this issue resolved. It seems that you have followed these steps to resolve difficulties with the heart rate. Have you checked if your information is shown on the online Dashboard? To force sync your data please follow these instructions.

If you have any question, please don't hesitate to contact us back at any time.

[Kkpetlover]

Mine also stopped working. Woke up yesterday and for a second thought I was dead! Lol. I did the reset last night and it did nothing and then tonight I had a customer service person assist and it was referred to a higher technician.  

[jheesterbeek]

t@EdsonFitbit Thanks for your response

yes, I did those steps without result. I did them again, again without result.

I do not see the heart rate on the watch, nor on the phone. I followed your advise and logged on to the website. I ‘m suprised to see I did have a heart rate on friday and saturday. On both days I do not see a rate on the watch or on the phone.

After that there is no rate anymore an any device.

What does this mean?

[EdsonFitbit]

@Kkpetlover @jheesterbeek Welcome and thanks for visiting the Fitbit Community. Sorry for the delayed response.

@Kkpetlover Thank you for letting us know that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide assistance as soon as possible.

@jheesterbeek It seems the information wasn't transferred correctly to your Fitbit account. On this case you might want to continue trying to sync with your computer.

Feel free to contact us at any time.

[vjdaz]

Did they fix it?  I couldn't tell from your post.

Mine also stopped reading heartrate on Tuesday 4/2 for no discernible reason.

[EdsonFitbit]

@vjdaz Welcome to the Fitbit Community. Sorry for the delayed response.

In order to further investigate your issue I will like to send your information to Customer Support but before contacting them, could you please confirm that you have followed the troubleshooting steps provided above?

I'll be waiting for your response.

[anandnahata79]

NO...they didn't fix it. I believe the trackers are meant to malfunction once they have a new model in the market. 

[CaptainT]

I have followed the steps

[AlvaroFitbit]

@CaptainT  @anandnahata79 Welcome to the Fitbit Community! It's great to have you here!

I will gladly assist you with this and sorry for the late reply. 

@CaptainT which steps have you followed? Try restarting your Charge 2, turn off the heart rate, save and sync and then turn it on.

@anandnahata79 could you share more information? Who didn't fix the issue? What type of troubleshooting have you tried?

I look forward to your reply.

[777joy]

When I find for runs or do any form of exercise my HR on my watch no longer sycs with the app under tracked exercise. Contact customer support - that have offered no valuable advice, just wasting my time with stupid questions like are you on medication and didn’t of wear the watch on a different part of the arm!! What a joke. Hoping I can get a refund and change brands. This looks like a recurring problem. 

[Kktokyo]

I purchase a Fitbit inspire 2

Brand new from amazon, less than two weeks ago.

Heart rate tracking keeps failing on the device, sometimes resumes when I reboot the device.

The Bluetooth sync of heart rate live data to the iPhone NEVER WORKS.

I have confirmed I am on the LATEST:
Fitbit iOS app version
iPhone iOS version
Fitbit firmware version

ALL ARE UP TO DATE.

You cannot sell products like this.
Please fix this immediately or replace the product.

TO BE CLEAR:
I HAVE DONE EVERYTHING SUGGESTED ON THIS SUPPORT THREAD.