0 active hours showing for entire week

[Kalara]

My Alta shows zeroes for active hours for the last week. Clicking on the tile does not display the information. Was hoping this would resolve w the update to fix the step count zeroing out - but it still does not show active hours.

Thanks for your help.

[LanuzaFitbit]

Welcome to the  Forums @Kalara.

Thanks for bringing this up.

I'd like to ask some questions about what is going on. 

• What Fitbit are you using? 
• If it has a screen, do you see the hourly goal in your Fitbit?
• When did this start happening?
• Could you try checking on the web Dashboard to see if it shows up?

In the meantime, I'd recommend that you try to log out of the app and then log back in. That would force the app to reload all details from the servers and might get the information to show correctly again.

Let me know if you have any further questions.

[Kalara]

I have the Alta and am looking on the Fitbit App on my phone. I have tried
logging out, and reinstalling the app. This started two weeks ago, when the
issue with steps becoming ZERO when it syncs. (That is sporadically better)

Please find examples attached. The zeroes all show, unless I go to a past
day and click on it.

Weird.

Laura

[Kalara]

[LanuzaFitbit]

Hello @Kalara.

Thanks for sharing those screen shots! 

It could be that there is some issues with the Fitbit. Let's try these steps:

1. Make sure that your app is on the latest version. You can read more about it in here.
2. Run the setup on your Alta as if it was a brand new device. 

In the meantime I'd like to ask if you are getting the reminders to move on your Alta or not.

Keep me posted and let me know if you have any further questions.

[Kalara]

Hiya,

I had already removed/reinstalled the Fitbit app. There is not a Join
Fitbit option, since I joined years ago. I can re-setup my Alta HR - do I
want to say I am replacing it? Will that lose my data? Also- it zeroes out
my steps too and reloads from zero over and over- every time it syncs.

Thanks.

[LanuzaFitbit]

Hello @Kalara.

Thanks for reaching back.

Any data that has already been synced will not be lost, so please do proceed as if you were replacing it. 

In the meantime I'd like to ask:

• Could you check and let me know what app version is the one that you have installed at the time?
• What Android version are you running?
• What phone are you using?

Look forward to your reply.

[Kalara]

Hi,

I have a Galaxy S8 phone, but not sure of OS on it? The Fitbit App on my Android is version 2.77 (20213311)

[Kalara]

I re-added my Fitbit and got the info on the phone software. 

[LanuzaFitbit]

Hello @Kalara.

Thanks for letting me know and for adding the Fitbit device.

Since you have added it again as if it was a replacement, please try to use normally and see if the hourly goals update correctly from now on. Keep me posted on how it goes.

Feel free to reach out with any other questions.

[Kalara]

No, it still keeps a week of zeroes, until I go back to a previous day and check the hoursly goals. Once that happens, it refreshes all.

[Kalara]

[LanuzaFitbit]

Hello @Kalara.

Thanks for giving that a shot. I will be passing this on to the rest of the team so that it can be looked into. As soon as we have any updates I'll be sure to post them in here.

Let me know if there is anything else I can help you with.

[Kalara]

Thank you!