Troubleshooting
If Charge 5 isn't working properly, see our troubleshooting steps below.
Heart-rate signal missing
Charge 5 continuously tracks your heart rate while you're exercising and throughout the day. If the heart-rate sensor on your tracker has difficulty detecting a signal, dashed lines appear.
If your tracker doesn't detect a heart-rate signal, on your tracker
For more information, see the related help article.
GPS signal missing
Environmental factors including tall buildings, dense forest, steep hills, and thick cloud cover can interfere with your tracker's ability to connect to GPS satellites. If your tracker is searching for a GPS signal during an exercise, you’ll see “
For best results, wait for Charge 5 to find the signal before you start your workout.
If you still have trouble connecting to GPS or notice that your distance traveled seems inaccurate, try the following tips to allow your device to connect to GPS satellites:
- Follow the recommendations for wearing your device for exercise. For more information, see Wear Charge 5.
- Try loosening the band 1 notch.
- Make sure your device doesn't touch your wrist bone.
- Avoid bending your wrist backwards.
- To more quickly establish a GPS connection, point your device toward open sky (clear of heavy tree coverage and away from tall buildings).
- Establish a GPS connection before beginning your exercise.
- Hold your arm parallel to your body near your head and at least 2 inches away.
For more information, see the related help article.
Other issues
If you experience any of the following issues, restart your tracker:
- Won't sync
- Won't respond to taps or swipes
- Won't track steps or other data
- Won't show notifications
For instructions, see Restart Charge 5.