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.  

[hicksiehx]

RBotes, That Customer Support reply absolutely takes the biscuit!

Translation: "We're not going to fix it"

[SunsetRunner]

Yeah... well, it was good while it lasted!

[DenisKor]

iOS app updated came out a few hours ago. Anybody checked if the issue was resolved?

[Oscott01]

That’s a really big NO! They have definitely not resolved the problem. 

[AK220]

I ran this morning.  Still no avg bpm or HR.  😞 

[Jellyjud]

I managed to get on live chat again today. Same response that engineers are aware and working on a fix. Asked for more detail and told I am on a list of affected customers.  More people need to get on that list. I am feeling more sure it will not be fixed. They are just rolling out different variations of platitudes. So frustrating. I didnt really want to pay for a new brand of tracker but looks like I will have too

[SunsetRunner]

Jullyjud, I agree. I don’t think they are working on a fix. Just buying time. I’ve been researching trackers but it’s getting frustrating. I like The Garmin but the best one for me, doesn’t have GPS. Grrrr... if you find one that’s a good replacement for Fitbit, please let me know.

I did purchase an Apple Watch but returned it the next day. It does everything I need, except play my Amazon music, which is a deal breaker. Also, it looked way too big on my wrist. However, I’m considering giving it another try. Maybe I can find a workaround for music and I could always buy the size 40 instead of the 44.

[Vincent01]

Same issues as everyone else. Also started on 29th July. 

Took my fitbit back to sportsmans warehouse where I had purchased it from with a detailed description of the problem as well as screen captures. They have come back to me 2 weeks later to say they cannot fix the problem and have, instead, offered me a replacement. They don't stock the Alta anymore so I may choose another one in the Fitbit range. 

THANK YOU Sportsmans' warehouse!!

[KirGul]

Hi all. I just left a note on the app download comment field. Scrolling it seems that people have had different issues after this summers upgrades. Please leave messages there also. Every comment should help. 

[hicksiehx]

@Vincent01,if you complain to Customer Support for long enough, like I did they might replace your Alta HR - they have them available. I got my replacement on Tuesday of last week. I know of a least one other person who also has had his tracker replaced. The BAD NEWS is it doesn't fix the problem. You will still NOT get HR graphing and data in mapped exercises.

[hicksiehx]

@KirGul, I'm not sure it was the actual app upgrades that caused the problem. It may have been upgrades to other parts of their infrastructure. Here is my reasoning: My Alta HR was producing HR graphing, HR data with GPS mapping just fine on July 22nd while operating on FitBit app version 3.1 The next time I exercised was was in early August, after I had been ill for a few days. I still had FitBit app version 3.1 - I don't use auto updates. It was at this time I noticed that the feature no longer worked. I had not updated anything on my iPhone neither the iOS or the FitBit app. I know FitBit have released two more updates since then which have not fixed this issue, I'm not even sure the updates were intended to fix the issue. 

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community. I am sorry for the delayed response. 

I appreciate the time that each of you took to share the details of the issue, the troubleshooting done and your experience. Thank you for the efforts to resolve this, sharing the solutions and tips to help other users. I understand that this can be very frustrating and appreciate your feedback. We’re currently working to resolve this issue and hope to have a fix soon. I am sorry for any trouble, I appreciate your patience and understanding. 

As some users mentioned, using the auto-recognized feature or the Exercise app without GPS to track your exercises, should show your heart rate data. 

I'll be around. 

[Vincent01]

Does anyone have a list of which Fitbit devices have this problem?

Alta, Charge 3 and Versa? Any others? 

[Banjogradpaw]

Inspire HR

Sent from my iPhone

[hallolinski]

I bought a Garmin Forerunner 245 and it's so much better compared to Fitbit. 

The support is also much better.

[RBotes]

would change from FITBIT asap if I had the funds right now... 😞

[Jellyjud]

Try the Xiaomi miband. Much cheaper. Seems ok. Heart rate data comes up with tracked exercise

[SunsetRunner]

Hi Jellyjud!

Thanks for the recommendation. I’m looking at that tracker right now and I’m ready to purchase. I just can’t find if it has GPS. Does it? Sounds really good, for the price. Seems like it’s a customer friendly app, too. If it has GPS, I’m getting it!

ETA: Do you get voice clues? I like them every .5 miles. 

If you’re planning on purchasing a Fitbit, ask me why I regret it.

[SiBudge]

I too have the issue. I recently bought an iPhone so I could do GPS tracking, only to discover the heart rate data was missing in the analysis. I've read all the excuses people have shared from FitBit 'technical' support. As an IT worker I can see that this is a software issue. Definitely not hardware. Why? Because the heart rate data IS there. If you look at the heart rate graphs for the day you did a GPS tagged exercise it shows the rate for the entire day INCLUDING the run/exercise. So the data is there and all they need to do is to include the segment where the exercise occurred. I can't believe this is terrifically difficult, especially as it was included prior to the update in July. Why can't FitBit see this when all of us can? Getting very annoyed at this.

[RBotes]

Maybe you can also take this up with FITBIT....

In my multiple correspondences with their 'support' team, they have basically said 'WE ARE NOT GOING TO FIX THIS.' I can not believe it is that difficult to solve, as it worked in the past and, as you say, the info is there!

Unfortunately, they have no concept of customer care.