Heart rate not working all the time on my Surge

[Alirower]

Noticed a change in my surge this week with heart rate. It stopped showing rate on watch, so restarted watch, next day it stuck at 71 another restart and now on the app hasn't recorded any thing all day.  This is the 2nd surge I have had and to be honest I'm getting very frustrated and disappointed 😒

Moderator edit: Clarified subject.

[SunsetRunner]

Awesome troubleshooting,

Feel free restarting the tracker once more, if the issue remains, the support team can be contacted.

[YojanaFitbit]

Hope you’re enjoying the forums @Alirower, its nice to see you here! That's odd, restarting your Surge is a really good workaround you can try that a couple of times as @SunsetRunner advised, but it's not normal behaviour. Were you doing an specific activity when this happened to you? Have you get wet the Surge lately? Was this the issue with your previous Surge? This information will help to determine what is happening. 

I'll be around, let me know if you have questions about it! 

[Alirower]

Hi
When my surge was stuck on 71 heart rate I was indoor biking. When the heart rate wasn't working at all was just general use like walking. My first surge didn't do this. The watch hasn't got wet only from sweating.
Thanks for your reply.
Alison

[YojanaFitbit]

Good morning @Alirower! Got it! why don't you restart your band a couple of times and test it again recreating the same scenario when you're biking. It' should be able  to get a higher reading than that for indoor biking as your old Surge use to show. 

Test your Surge and post back with the results, I'll be around! 

[Alirower]

Already done this and still not recording properly, sorry really starting to lose my patience with it now.


Sent from my Samsung Galaxy smartphone.

[YojanaFitbit]

Thanks for getting back to me @Alirower! Sorry about this, please don't give up on your buddy. Try to contact support so they can take a deeper look into your Surge, they will be more than glad to assist you. 

Keep me posted on the resolution.