Heart rate

[Kerney]

My Charge 2 isn’t picking up my heart rate, at the same time though the green light is constantly on. I’ve turned the heart rate off and the green light is STILL on! I’ve reset my Fitbit and synced it but it still hasn’t turned off. Any ideas? 

[ashwolve]

@Kerney Hi and welcome - lets see if we can assist with this I know you have already tried some things but I will repeat this just incase

first you could try

- Turn OFF the heart rate monitor (Menu>Devices>Charge 2>Heart rate>off)

- Sync

- Turn it ON again (as above but on instead of off)

- Sync again

Remember that after you turn off the heart rate monitor, you have to sync your Charge 2 so the changes can be saved. If you have done so, and the lights still on (which is also the reason why the battery is draining so quickly) please try to restart your Charge 2. You'll find the instructions below: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You'll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker's display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable. 

you may have to do this 2-3 times in a row for it to reboot

if this doesn't work Hopefully another community member will come along with some more suggestions about this enquiry - or you could give the support team a call

https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

Kind Regards

Wayne

Let me know how it goes! 

[Kerney]

Hi, tried all of the suggestions and still no go I’m afraid!

Sent from my iPhone

[ashwolve]

Hi again - sorry to hear that those suggestions have not worked - in this instance all I can recommend if for you to contact the customer support team ,

they may again ask you to repeat the suggestions but they can also dig deeper and see if there's an underlying issue with your tracker

Hope you get the results soon

if the light is staying on constant I may also suggest that you discontinue wearing the tracker as in a minority of cases it can get very hot

let us know what they say

Kind Regards

Wayne

[Kerney]

Thanks a lot, managed to get sorted in the end thanks to an advisor. Really helpful.

Sent from my iPhone

[ashwolve · Accepted solution]

that's great news,

if you reply with how the advisor managed to help you in here and then mark as accepted solution you can help other who may have the same issue - its up to you

and hope to see you around the forums

Kind Regards

Wayne

[ashwolve]

Hi again and Thanks -  but I meant could you write in a post here how you managed to fix your enquiry and then mark that new post as the solution as you would be explaining how you achieved it,  as I didn't really do anything apart from point you in the direction of support ( I don't feel it would be right for me to claim the credit for this) and then mark that new post as the solution as you would be explaining how you achieved it

unless the actions were the same as mentioned previously

Kind Regards

Wayne

[Kerney]

Unfortunately the issue I had couldn’t be resolved by troubleshooting. I followed all of the advised pathways but unfortunately the tech support said my Fitbit was defective. Excellent service though and the aftercare was brilliant.

Sent from my iPhone

[ashwolve]

Glad to here it 

again hope to see you around with a non defective tracker soon

good luck

Kind Regards

Wayne

[Annie6100]

Fitbit is aware of this issue. They simply do not care. Really! They will offer you a whopping 25% discount to buy another one! Oh ............................. they will also allow you to purchase an extended warranty ! Awesome isn't it?

[nightsurfer2020]

I had the same issue with no heart rate or sleep data and have managed to fix it.  Hopefully this will be of use to someone.

1. Allow the Charge 2 to completely drain the battery;  this took four days for mine,  with the only the battery symbol showing when I pressed the button,  but the distance recording and the alarms still working.

2. Once your charge 2 has completely drained (no battery symbol and the phone won't sync it, leave it overnight just to be sure, then put it into its charging cradle (and start to charge it).

3. The fitbit symbol will show,  press the button and the battery charge symbol should display as nornal.

4. Allow the watch to charge for a good few hours, then put it on and check the heart rate reading after five minutes or so.  With luck,  it will be back to normal.

Let others know if this works for you.