Sense 2 not tracking heart rate during exercise

[Antigone0801]

Hi

I've got a new Sense 2

It doesn't track my heart rate during exercise. 

It always starts correctly, then after a few seconds doesn't find my heart rate anymore. 

As soon as I end the exercise tracking, it tracks my heart rate immediately again. If I turn exercise tracking back on, the same problem occurs : it stops tracking my heart after a few seconds.

I've tried everything, nothing works. 

[SunsetRunner]

Same here. No heart rate tracking while exercising possibly since latest update?

[Antigone0801]

So what should we do? 

[Guy_]

Hi @Antigone0801 - your watch is unlikely to produce a good HR reading during exercise, but it shouldn't stop.

If you upgraded to the latest firmware 194.61 (no longer available due to many issues) do a factory reset to get back to the previous firmware. That may help.

[Kdukeok]

If you do a factory reset will it wipe out all of your data?  I've had many iterations since 2014 and I would hate to lose my data due to an issue caused by Fitbit.

[Guy_]

Hi @Kdukeok - correct, however a sync should be done, if possible, before a factory reset to avoid any data loss of information that is only on the watch.

[Kdukeok]

OK, I have synced my watch and verified online.  So, I shouldn't lose data then if I factory reset?

[Guy_]

@Kdukeok - all your data is uploaded to the Fitbit servers, as you have confirmed, resetting the watch won't have any effect on the data that has been uploaded.