HR sensor stopped working

[Maninahmanono]

Heart rate monitor on my charge 3 stopped working immediately after update. I have deleted and reinstalled app, rebooted a dozen or more times, spoke to someone in support who told me she couldn’t help other than email me a link for a discount code to purchase a new Fitbit, and after the suggested unpairing on my device, ai now get and error code when I try to re-pair. I realize there have been so many glitches reported with the update, but I haven’t seen anything about the sensor completely stop working so I would love some feedback! Also, if it was working fine before the update, can a new update magically turn the sensor back on??? 

[Tauren]

No help to you, but I have had the same issue since updating yesterday - HR monitor just stopped tracking mid workout.

This morning on my run it counted calories but not my HR - said I'd a steady 55bpm for my 6k jog...

I've tried a factory reset this morning after the jog, and trying a workout this afternoon, but I don't hold out much hope. 

Guessing they will need to fix something in another update, but would be nice of them to acknowledge the problem.

If a factory reset doesn't fix it, buying a new one won't either as it has to be a software/firmware issue, and a new device would be on the same stuff

[Maninahmanono]

I appreciate your reply! When you say stopped tracking, does that also mean the green light sensor went out too? Mine is off permanently so it would make me feel better to know that is what you’re experiencing too. The woman I spoke to in support would not acknowledge the update as a possible culprit, and basically just pushed that I purchase a new one. 

[Tauren]

Not sure if the sensor turned off - didn't look to be honest.

Yesterday when I was exercising it was working fine for the first 20minutes or so, and then my watch just showed a constant 135bpm for a good few miniutes (not fluctuating at all), but the calories per minute were coming in at 4 or 5, when it should be 10+ at that BPM (I had been averaging 145+ bpm and about 13 calories a min before it stopped recording correctly). 

When I looked at the Dashboard online it showed no heart rate monitoring at all for about 9 minutes. 

Todays workout was similar, dropped heart rate monitoring a few times, and the watch (Versa 2) just totally rebooted itself twice during my workout, and I still don't think it picked up by HR correctly. 

[Prati01]

Hello there! I am having the same issue. I checked the settings, updated and rebooted my device many times but the heart rate sensor is just not turning on. No green light is blinking at all...

[Maninahmanono]

Hate to be the bearer of bad news but I ended up having to replace mine (upgraded to the 4) which of course was no longer covered under warranty. Hopefully yours is! 

[Girlboss]

My HR sensor just quit. I mean the green light is gone and I’ve tried every troubleshooting tip there is and nothing. Does anyone know how long the warranty is for? I haven’t had a chance to look yet. SJ

[lynnlaw]

This happened to me too with my Versa!  I downloaded the update and then the green lights/HR monitor quit and it is no longer recording sleep either. The other comments here are disheartening and, based on what I’m seeing, it is too much of a coincidence to think it is not related to the update. 

[JuanJoFitbit]

Hi everyone! welcome to our Fitbit Community. I'm sorry to hear that the heart rate tracking feature has stopped working on your Fitbit devices. I totally understand how you guys feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

Please try the troubleshooting steps that are listed in this help article. This article may contain steps that you already tried but you can skip them and proceed with the rest. After trying these steps, monitor your Fitbit devices and see if the issue gets fixed.

Keep me posted on the outcome.