Sense stopped tracking my heart rate

[stephbetro]

My Fitbit Sense heart rate monitor has stopped working. I haven't done anything to cause this myself. It worked up until two days ago. I've had this Fitbit for about two years which makes me suspicious this could be planned obsolescence.


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @stephbetro. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Sense has stopped tracking your heart rate data. I understand your concern, I will do my best to help you with this! 

As a first approach, I would recommend you to check this article to know what factors can affect heart rate and also some tips to fix your heart rate reading. Additionally, please double check that you're wearing your Sense properly. 

[stephbetro]

I have been wearing FitBit products for about 10 years now, and this is the first time this has happened. I have made no changes to the device settings or how I wear it. Can you please suggest other ways to actually fix the issue?

[MarreFitbit]

@stephbetro Thanks for getting back and the details provided. 

As our last resort, I'd recommend performing a factory reset on your Sense. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

With the above being said, please sync your Sense and then, proceed with the steps below in the order listed: 

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 
      
      

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

[Astarte333]

I've had the same issue. Sence stopped tracking heart rate and sleep. Have done a factory reset and uninstalled and reinstalled everything. Took 4 hours. No change. 

[Gemstar1985]

I'm in the same boat, uninstall app, factory reset wouldn't sync. Now it won't detect heart rate or sleep. I can't find the solution either.

[stephbetro]

Hi,

I'm not going to do that based on the below responses. The only difference there has been, is the app updated. Then the heart rate stopped working. So I think this is planned obsolescence, and really don't trust a factory reset will help. Are there any bug fixes?

Thanks.

[Astarte333]

I found a post that said if the heart rate isn't showing in the "today" app and the lights aren't on on the back anymore it's broken.

So I contacted Fitbit support.

I live in Australia and we have a 2 year warranty it's been 15 months since I got mine so Fitbit are sending me a replacement "pebble" which is just the electronic part, no band. 

To be honest I've had 4 versions of Fitbits over the last 10 years and every single one has stopped working before the 2 years is up. This is my 4th warranty replacement. When this one dies I'll be switching to a different brand. It sucks to lose the years of history, but changing to Google wallet from Fitbit pay didn't work either. I'm sick of them breaking and not working.

Check what you warranty is and try to get a new one. 

Good luck!

[stephbetro]

Thanks for the info! Unfortunately mine was 2 years old as of mid-May, and this problem of course comes up now.  Hence why I'm thinking this is planned obsolescence. 

Thanks again!