Intermittent Half white bar half black bar

[iampeterd]

Love my Fitbit HR that I got for Xmas...but.  Worn every day since 12/26. Yes it's charged, updated, synche'd etc (currently v 102 which was an upgrade notice that I got after day 1 or so.).  Worked great for a few days but there have now been 5-6 times in last few days when it goes to half white bar, half black bar.  Yep, I've restarted via plugged into my computer.  I've even "fixed" it by holding down button for 10-20 seconds and just waiting (did this since I was away from computer).  I've even just pluggged in the wall USB charger.   It may be sensor related as I've noticed it flatlined when I was simply taking off wrist or adjusting on wrist.  I emailed support, but just wondering if anyone else experienced this.

[MeylinP]

Hey hey hey @iampeterd welcome to our Community! It's nice to have you on board! I'd like to confirm this is exactly what you're seeing on your Charge HR:

                                                           

If this is what you're seeing it means that the firmware on your tracker didn't updated as it should so I'd suggest you try to re-attempt the firmware update. Please try several times (8 - 10, apologize for inconvenience).

Hope this helps, let me know how it goes! 

[iampeterd]

Hey thanks much.  Yes that is exactly what I saw - but after I updated.  It would run fine and then change to that half completed progress bar.  I would do restart, etc.  Everything would be fine for a couple of hours then it would just go back to that half completed progress bar. On phone with support they said they saw hundreds of error messages and that is why they would send me a new one.  Soon as I have some free time, I'm happy to try restart 8-10 times to try and resuscitate this one.

[SarahEH711]

I am having this same problem. I can't sync, can't restart. I can't get the device to do anything. I have not even been able to use it since it was set up 3 days ago. I tried to update the firmware over 10 time and still can't get anything to change???

[MeylinP]

Hey there @iampeterd thanks for the update and welcome to our Community @SarahEH711! It's great that you'll get a replacement soon my friend @iampeterd! I'd suggest you contact our Customer Support too @SarahEH711 so you can get a faster solution from them.

Let me know how it goes! 

[LadyinRed33]

Hi Iampeterd,      I noticed in your post that you said you plugged your Tracker direct into the wall plug to charge it. Though I should tell you that a Fitbit Tec guy told me never to plug it into wall but, always use your computer.  I didn't ask why but, I suppose it has less chance of an elecrical surge, charging with the USB connection.  One person had mentioned that they charge their tracker in their car. Not sure about that, have not heard if safe or not.  Wish I could help you more.

[LeeRagsdale]

Any resolution on this issue?  My 8 month old Charge HR suddenly started having this issue yesterday.  It has now intermittantly returned, but mostly stayed non-functional overnight - and killed the battery twice requiring a recharge.

10 days ago I had the syncing issue that others have complained about, but I was able to resolve it with a few restarts / reconnects.  All has been good for the last week, until yesterday.

Fitbit shows firmware v. 102.  Has continued to sync with my iPhone.

[HeydyF]

Hi @LadyinRed33, how are you doin' today? well, normally we recommend you to use a computer to charge your Fitbit. Once in a while is ok to use the wall charger, but not very ofter since the voltage is too high and might damage the tracker. 

Hey @LeeRagsdale hope everything is fine. Ok let me see, so your Charge HR is showing that half way bar on the screen, right? by any chance, did you try the suggestions that my friend @MeylinP posted before?, if so, and still not working, I suggest you to contact Fitbit Support, they will further investigate this and solve it. 

Please let me know how it goes! 

[LeeRagsdale]

Just to give you an update @HeydyF - I tried the suggestions provided again, and here is my log for today.  When I say "restart" I am plugging it into USB, holding down the button for 10 seconds until the LEDs flash, removing from USB, and then pushing the side button.

• Restart at 10:57a - Failed to "progress bar" at 11:10a
• Restart (x3) at 11:19a - Synced at 11:25 - Failed to "progress bar" at 11:26a
• Restart (x3) at 11:33a - Synced at 11:34 - Failed to "progress bar" at 11:44a
• Restart (x5) at 12:41p - Synced at 12:42p - Failed to "progress bar" at 12:54p

I have been wearing the Fitbit Charge HR all day (but for the time I am charging / restarting it).  As you can see from HR graph, it records data for a few minutes, and then fails again.

I tried contacting support - was on hold for 15 minutes and hung up.  Went to the on-line chat and had a simliar experience - on hold for 15 minutes and then had to leave for a meeting.

Thoughts?

[LeeRagsdale]

Update for @HeydyF - Factory Reset last night revealed error code 0x0009.  Failed to "progress bar" within 10 minutes.  Back on the charger overnight and worked for about 10 minutes this morning.    I just got off the phone with Fitbit Support (about 12 minutes total conversation time) and a new Charge HR is on the way.  

Thanks for your help!

[Dogwalker1]

I am having the same problem and nothing has worked for me.  The bar just stays all the time now. 😞

[HeydyF]

Hey @LeeRagsdale! Sounds great that Fitbit Support helped you out with this.  

@Dogwalker1, welcome to the Community.  did you already tried to restart your Charge HR?, tried to update the firmware of your tracker or set it up the Fitbit as a new device? 

If so, please contact Fitbit Support so they can further assist you with this.  

Have a great day guys! 

[Dogwalker1]

I have tried all of this and its still the bar. I Have sent an email to support waiting to hear back. Thank you

Sent from my iPhone

[HeydyF]

Oh great @Dogwalker1! I'm pretty sure that our Support team will help you out with this.  

Let me know the outcome! 

[Pat23452]

Encountered this problem today,  stalled progress bar at half way point like the one in the photo.  Contacted customer support and spoke with Walter. A polite person but, pretty much a total waste of time tried multiple resets, deleting and re-establishing my account. None of these steps works all my Iphone says is that update not completed. I didnt initiate an up date and my computer dashboard shows that my update is current.  So now I am told I get to wait for an indefinite amount of time before someone "higher up" can contact me .   I do not know if this will be an hour, day , month, or year.  Not impressed in the least got this tracker for Christmas and it utterly failed in what 8 months. 

[MHarryE]

My Charge HR failed to respond to button pushes yesterday although I last charged it 2 days earlier.  Connected it to my charger and only received the half bar you show.  Tried everything I could find on the Internet and finally contacted Customer Support.  Very nice person walked me through steps I had already completed and concluded it's terminal and is sending me a replacement.  Warranty is one year but my records show I purchased mine 13 months ago.  Hope the new one shows up okay.  Half bar display is a bad sign, especially when you become so accustomed to your Fitbit.

[DavideFitbit]

Welcome to the Fitbit Community @Pat23452, @MHarryE, if you haven't already done so, as an alternative you can also try all these steps to resolve any possible issues with the firmware update process. I hope this helps. 

@Pat23452, the Customer Support team should not take too long to get back to you if those were the indications, I'm sure someone will contact you soon. 

@MHarryE, thanks for sharing this information, it's good to know that they will be sending you a replacement and that you'll be soon back on track with your device. 

[MHarryE]

Help was great, walked me through steps to check, and my Fitbit Charge HR
had died. I almost died with it as I rely on it so much. Waited with bated
breath for my new Charge HR to arrive, followed the help line steps to set
it up replacing my old Fitbit and I am alive again. Help line in this case
was superb - short wait time, fast run through checks, and rapid response
with a replacement.

[DavideFitbit]

Awesome @MHarryE, it's great to know that you had a positive experience with the Support team, thanks again for taking the time to share your experience.  

[Dogwalker1]

Yes the support staff is great getting the new fit bit to me also.