Strange Icon on Charge HR

[DebiLR]

My Charge HR is showing an icon that appears as a "thermometer." It is thin (thinner than the battery icon) and shows about 1/2 "full." This just recently began to reflect on the display. The device itself is fully charged, since I have seen the battery icon immediately after charging it. And would scroll through steps, miles, etc. Then this "thermometer" showed up.

I only have the Charge HR set up with my mainframe computer. Today I cannot get the device to sync. I am thinking this is all related.

[Mel_May]

The same thing is happening to my fitbit Charge HR this morning. 

[USAF-Larry]

@DebiLR, is that "thermometer" perhaps the Exclamation Mark?  

[Mel_May]

Yes. I was able to restart the device, and the update was able to complete.

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[DebiLR]

No, I don;t think so.It has no "dot" like an exclamation mark. Since yesterday I have been trying to update and I have been getting this message. "An error occurred while retrieving update information. Please try again later." Which of course I have. I also tried restarting it. Nothing has worked so far.

So, my Fitbit was left on the charger overnight. Looked good this morning, removed it from the charger, then appeared to be working (all the normal icons were there). I went for the update. As soon as the sync occurred (I believe that is when the sync occurred becasue it wasn't too long after I requested to do the update) my fitbit flashed (the backside) 4-5 times, then  shows the thermometer and refuses to show any other icons.

I am thinking it is dead....??

[DebiLR]

More info: It is syncing, but not for the update.The thermometer is not there, again. But, now it is back and will not allow any other icon to show - just stuck there. So it is not dead.

[USAF-Larry]

@DebiLR, if it has the exclamation mark, it is not syncing.  It needs to be restarted.  If you are not familiar with restarting the Charge HR, follow the instructions in the help article, How do I restart my Fitbit device?

[DebiLR]

I restarted it yesterday. This has made no impact on the fitbit inability to function.

I have seen the exclamation point in the past - and this is not that.I'll try to explain what I see, better:  Like the battery icon, it has the same spacial coordinates. Now make it about 1/4 as wide as the battery, and show it as being maybe 1/2 full. It is a weird icon. I have NEVER seen this icon.

Currently I have removed the dongle and the fitbit acts completely dead. I have put it on the charger, the thermometer shows. I restart it, now the battery icon shows empty with the sideways lightening inside it.

Hm. I think it is dead....

[Mel_May]

DebiLR, The same thing happened to me on Saturday.  I called Customer Support and a gentleman was able to walk me through the steps to correct the problem.  Basically, I plugged the device into the charger, and held the button down until it flashed twice.  I then had to turn off the Bluetooth on my husbands phone, and manually unpair the my device from my phone/Bluetooth.  I turned Bluetooth off on my phone and waited about 30 seconds,  turned it back on and (re)paired the device again to my phone. I then went into settings on the FitBit app and was able to watch as the update completed. 

[MaginB]

Welcome to the Forums @DebiLR @Mel_May! 

Thanks for performing these troubleshoots, let me help you out. Since you have already tried the restart as @USAF-Larry recommended, in order to make sure that you have exhausted all the possible troubleshoots I recommend checking the Why can't I update my Fitbit device? article. 

Let me know how it goes! 

[Jackry]

How did you get it to restart? I can’t get rid of thermometer and ! Point.

[MaginB]

Welcome aboard @Jackry! 

To restart your tracker please follow the instructions below: 

• Plug your charging cable into the USB port on your computer or any UL-certified USB wall charger.
• Insert the other end into the port on the back of your Fitbit Charge or Fitbit Charge HR. Your tracker will begin charging.
• Press and hold the button for 10 to 12 seconds until you see the Fitbit icon and a version number.
• Let go of the button.
• Unplug your tracker from the charging cable.

If you're still having trouble I recommend following the steps listed on the article that I've shared on my previous post. 

Keep me posted! 

[DebiLR]

Well, I tried everything you asked me to do. I was up to the Factory reset. It wasn;t working. I was trying for the second time and my USB port now will not accept any device! Arg! When I get that resolved and I have time to follow these instructions, I will try again. I still have the "thermometer" showing. No other icons. Thanks for trying to help me. It could be awhile before I get back to trying again. (Maybe a month - I am preparing to go out of the country for awhile)

[MaginB]

Hi there @DebiLR! 

Thanks for your patience to this matter. In order to further assist you, I've gone ahead and escalated your case to our Support Team.  Keep an eye on your inbox!

Let me know how it goes! 

[Webertime]

Has anything come of this?  Mine is doing exactly the same thing and nothing is working.