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Not recording Heart rate or Sleep since update

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‎08-06-2019 17:33 - last edited on ‎09-08-2020 13:57 by Fitbit Moderator

‎08-06-2019 17:33 - last edited on ‎09-08-2020 13:57 by Fitbit Moderator

My fit bit Charge 2 was purchased for me for Christmas due to me being sick. My heart rate and sleep are no longer being recorded since the update. My fitbit was purchased specificly for this reason. 6 months after it being purchased it is of no use  to me. My tablet and phone had been recording it which was useful on my doctors visits. I dont want it replaced with a refurbished one as my husband bought it only 6 months ago. I am so upset, I need this fixed, I see this company sinking with all of the complaints since the update. SMH

 

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‎08-07-2019 12:07

‎08-07-2019 12:07

Hello @CheryM welcome to the Community Forums! It's a pleasure to give you a hand with your Charge 2.

 

I appreciate all the information and details that were shared in your post, I'm sorry to know that you're experiencing such difficulties with your device. To better assist you with this situation, can you please let me know when was the first time you experienced this and how many times since then? Is your device not recording Sleep Stages detailed graphs or not tracking sleep information at all? In the meantime I receive your answers, please restart your device. 

 

Regarding sleep tracking, let me share with you that your Charge 2 records sleep stages detailed graphs using your heart rate information, therefore, if your device isn't recording heart rate as the way we designed it, this could be the root cause of this situation. That said, please check: What should I know about sleep stages? for more information about this specific feature and you can review: How do I track my sleep with my Fitbit device? as well.

 

If your device isn't recording heart rate information at all, please check: Why don't I see my heart rate on my Fitbit device?

 

Keep me posted.

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‎08-08-2019 02:48

In response to RicardoFitbit

‎08-08-2019 02:48

I noticed it after the update, the app doesnt even have a sleep or heart rate tile anymore. , I have shut everything down, tried to sync. deleted and reinstalled the app. When I check it says Last time synced is "null". Everything worked fine up until I believe July 24 or 27th.

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‎08-18-2019 18:49

In response to CheryM

‎08-18-2019 18:49

Thanks for your reply and update @CheryM, sorry for the delay in responding your post.

 

I appreciate the details that were shared in your post. Can you please let me know if after the latest update you received the new dashboard design? If such is the case, I suggest you to check: What’s the new Fitbit app experience? for more information. If possible, please send me a screenshot of your dashboard to better assist you with this. You can refer to this post to do so.

 

Let me know if you have any additional questions.

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