Avg bpm and HR zones not showing up in Exercise

[AK220]

My device is recording my heart rate as usual but it is no longer showing my average bpm and time in each heart rate zone associated with logged exercise.  I am syncing with my iPhone SE.  

[Banjogradpaw]

Having the same problem.  Have shut off the phone, deleted the app and reinstalled it.  Have shut off the Fitbit and restarted it.  This was the primary feature that I used.  It allowed me to quantitatively adjust my workout for the heat.  It’s about as useful as a kickstand on a tank right now.

[Jellyjud]

[Jellyjud]

Finally a decent response from fitbit

[hicksiehx]

We seem to be getting mixed messages. The last I got from Customer Support was this:

Thank you for getting  back to us.

We truly apologize for all the experience you had with us.

We read every email you sent us and understand where you are coming from.

We didn't turned off this feature. We're sorry for the confusion. Your effort and patience in cooperating with us is highly appreciated.

In this case, we are moving forward in reviewing eligibility for replacement.

Please confirm/provide the following:

• Photo of the receipt
• Country of residence
• Name of the retailer

We're looking forward for your reply. If you have further concerns, don't hesitate to contact us.

Sincerely,

Jeff C. and the Fitbit Team

So the guy I'm talking to thinks it's a fault with my FitBit. The guy previous just said manual exercise doesn't log heart rate. Let's hope JellyJud's guy is telling the truth!

[Jellyjud]

I've had all of the stupid responses. Telling me my fitbit or my version of app at fault or I not wearing it right or I so dumb  I dont know that the app on my phone doesnt have a heart rate monitor or that it is not possible to get hr from manually tracked exercise. We all know that is wrong. There is a fault with the way the app is bringing through the data for tracked exercise they just need to acknowledge it.

[Blue73]

Same problem since 29 July, and I thought I wasn’t getting my heart rate up high enough!  Only had this problem since app upgrade.

[M_tx]

I'm having the same issue as everyone here. I like your idea of using this as my reason to convert to an Apple watch. Hopefully I can get my husband to buy into that idea as well. 

[M_tx]

I'm having the same issue! Auto tracked exercise = heart rate data included... tracked runs = no heart rate data. Hopefully this was just an oversight during testing of an app update and they're not really taking that away!?!?!?! Has Fitbit replied to anyone about a fix? 🙂

[John-D]

Having the same issues as everyone else. I bought this to track my heart rate because of a heart condition. These new events are making it hard to exercise. Like others I guess I will have to find another solution.

[hicksiehx]

I asked Customer Support if FitBit had turned off the heart rate logging feature for manually logged exercise. Their response today was a firm "No we haven't", but they still have not acknowledged what the problem is, at least to me. I know Jellyjud has been told that the engineers are working on a fix. There doesn't seem to be much communication within the Customer Support people. I wish they would all get on the same page.

[SunsetRunner]

I sent email and the below is what they saying. 

We appreciate you getting back to us and for providing another screenshot for us to assess your case. 
 
Upon checking, we were able to see that when you are using mobile run your heart rate tracking went missing And it shows that when your using smart track there is a heart rate data. Having said that to further isolate the issue we  recommend you use smarttrack when doing an exercise or your activities. 
 
We look forward to helping you further by letting us know the result of our recommendation. Feel free to contact us back if you any concern.

Sincerely,

Riza A and the Fitbit Team

Since Im using GPS tracking while running before and after the issue happen, And they saying that I used smart track (it showed HR) but not with mobile run (not showing).

What I did differently while Im running, I think that they don’t understand what the issue. 

[Jellyjud]

Yes fitbit support via email seems pretty useless . All they are able to do is roll out the same old tired responses. When you respond a different person then answers repeating previous responses.

Try the live chat option. It is much better

I am still hoping they will come up with a fix

But am also looking at getting a different brand of tracker

[Erikfr]

As I understand it this thread is about the following:

I want to get a readout with gps and heart rate on a manually tracked exercise, so that I can go in and see that: at time (so and so), and location (so and so) my heart rate was this. And this has been possible before but has now disappeared? 

In which case I have the same problem, and will be a reason for me to return the device if it is indeed the case. 

[KirGul]

The same happened to me. The heart rates from tracked exercise stopped being transferred to the exercise data on 29th July. Does FitBit read these messages or is it just us complaining to each other? (New to this Forum)

[hicksiehx]

Hi KirGul, That's the date that seems to be when most people first noticed that HR logging stopped happening in the exercise tracker. Many of us have been complaining to Customer Support about it. This can be frustrating but the more of us that contact them and let them know we are have this issue the more likely they are to get on with fixing it. I've have been dealing with them via email for about a week and a half. You can also contact them via chat and I think there is even a phone number.

I am unaware of anyone who has found a solution although some people have been told that FitBit are working on a solution. In my dealings with Customer Support they have not really been very helpful so far but I will keep on nagging them.

[KirGul]

Thanks,

I just sent an email to customer support. I hope as many as possible do so!

[BettyJaneT]

No, Customer Service just keeps putting out stupid suggestions that we both know won’t fix anything. And don’t directly answer any specific questions asked of them. Bloods boiling!

[SunsetRunner]

Betty, I hope if anything good comes out of this debacle is that Fitbit management has an   epiphany, and as a result, revamps their customer service protocols. It will be too late for me since I’ve given up. I’m purchasing an Apple Watch tomorrow, (if they have the one I saw on Amazon). If not, I’ll at least order one.

Good luck to you! 

[Jellyjud]

Good luck with the apple watch. Let is know how you find it.

I think it is important we also keep on at customer support and also give negative feedback on the surveys regarding how ineffective they are

[TiinaRun]

Hi All,

I'm still hopeful that Fitbit get's the bug fixed. I checked SW update schedule. Version 3.2 for iPhone came out July 22. We all have successful GPS + heart rate runs after that, right? 

For me, issue is also visible on desktop application.

Is this visible on both IOS and Android? I have iPhone.

Fitbit support, please share your engineering teams comment with the community.

I'd like to see systematic problem solving here, and have a feeling I am not the only one.

ps: considering Polar Ignite myself....