App not reflecting steps

[DougDohrmann]

Yesterday my app stopped reflecting any steps from my Fitbit One. Has been working fine forever but it essentially wiped out all steps since last Tuesday morning even though it’s showing my active minutes, etc. Miles are also missing now and calories only show partial. Sometimes it will sync to show todays steps but when I click to see detail it’s all zeros and if I go back a day it shows the same number as today. And then it will disappear again. Was there an update to the app with a glitch?  The fields are all there on my dashboard but the numbers for steps/miles have all gone to zero.

[DebWMN]

Mine is doing the same thing.

[Juhnuhsaypaw]

I have the same issue, and found it with both the Android and iOS apps, starting Sept. 2nd.  No idea what's going on or what Fitbit is doing to resolve.

[AndreaRN9]

I’m having the same problem. Started at the same time. 

[Troupus]

I'm having the same issue.  It still shows the streak, but it wasn't showing any step data.  I've tried all the recommendations, and nothing fixes it.

[tobeym]

Same exact problem here. why hasn't any Fitbit person responded to the issue?

[DebWMN]

It’s October. Still not getting any data in the app. Has anyone been able to find a solution for this?

[penny26]

@DebWMN and all, The last time I have been able to see my stats was for August 26.  And my Fitbit One device has been tracking correctly, but the app for both Android and IOS has not played well with the One for nearly two months now.  I have been all over these forums and haven't seen anyone with a One report anything positive since the beginning of September.  The older devices are obviously not a priority.  I wish if they weren't going to do anything, they would just tell us, instead of pretending that a fix was coming.

[DougDohrmann]

That seems to be the magic date for all of us who still use the One device.  No issues at all with the device or the data actually being recorded, but Google refuses to address the issue in the app.  I guess it's their way of forcing people to upgrade their devices.  Unfortunately, it seems that the One users are extremely loyal to that device (I wear a regular watch, and not planning to switch to any sort of wrist-tracker), so there are limited options and they may lose some users rather than get upgrades.  I actually bought a Inspire 3 because it can be used with a clip like the One - my One had started having battery issues where it would just drop from 80% to 0% out of nowhere, which prompted my purchase.  Ironically, as soon as the issue with the app started, my One stopped losing power so I haven't even pulled the Inspire out of the box yet.  Will have to give it a try since it appears no solution is coming.

[penny26]

@DougDohrmann I am also in the large group of those who don't want a wrist tracker.  I may have looked at the Inspire 3 when my One finally dies, but this whole debacle has left a bad taste for the future of Fitbit under Google for me.  I have had good luck changing out my One battery in the past, but I am wondering if your One battery issues were caused by the app problems and your One trying (unsuccessfully) to sync repeatedly.  That runs down both the One and the phone battery.

[msconstrued]

I’m wondering if any One user is getting their tracker data to synch to the app? This is really frustrating. 

[penny26]

@msconstrued I have wondered the same thing.  I would guess that if their devices were working correctly, they wouldn't be on here!  I would hope that those who have been posting their One issues would post back if they were resolved.  I haven't given up hope yet, but it has been over two months now since the last day my data has been viewable.  It doesn't look good, but there still seem to be issues for users of other devices newer than our Ones, so I am hoping that Google hasn't abandoned us, we just aren't a top priority.  More transparency would certainly be appreciated.

[DougDohrmann]

No luck at all.  Still nothing syncing up even after multiple app "updates" and restarting phone, etc.  I suspect they are never going to resolve this issue at this point.  

[penny26]

@DougDohrmann From what I have been reading, it appears that some of the app updates have broken things for users of newer Fitbit and Google devices who were not initially having problems.  The whole thing seems to be a shambles with them throwing out updates just trying to stop the bleeding.  I'm not sure what their testing process is, but I think any fixes for our Ones are on the far back burner, if they are on the radar at all.  It's honestly a shame, I keep charging and wearing my One, hoping for a pleasant surprise one day.

[DougDohrmann]

I'm in the same boat!  I'm reluctant to get rid of my One, but as of a couple of days ago, it also stopped showing my step streak on the app.  So, it actually seems to be getting worse, rather than better...

[GMR1970]

I am still a loyal one user - don't want a wristband.  My fitbit stopped sending data to the app around August 28th.  Today, I killed the fitbit app, and resynched to the fitbit one app, and it worked!  Steps started showing up in my app on my iPhone!

But then an hour later, in the next sync, it went back to zero in the app.  And I don't want to have to do everything to get it to work right.  So disappointing.  If I disconnect the fitbit from the app and then resynch, it looks like that works, but that's kind of a tedious process.  Really wish this could be fixed.

[DougDohrmann]

I finally gave up - I think they are not going to ever bother fixing this for an older device like the One. I had purchased a Inspire 3 several months ago because my One started just losing battery very rapidly and Amazon had a great price on that device, but the battery issue stopped so I hadn't even opened the Inspire 3.  Finally broke it out, and it syncs perfectly with the app and all of my data stays on the app.  Wish I had done this earlier, but when my One started running fine again, I stuck with it in hopes that they would care enough to make sure older devices still worked with the app.

Note that the Inspire 3 has an option to work in a belt clip like the One.  The clip was less than $10 on Amazon.  So I use it in the same way as the One, only difference is you have to adjust the setting on the device to "Worn on clip", otherwise it gives you ridiculous calories burned and active minutes.  Took me about a week to find that option after getting frustrated that it was telling me I burned 8-10k calories and had multiple hours of active minutes every day.

[Juhnuhsaypaw]

Thank you.  If I decide to replace the One with another Fitbit device, this is all very helpful to know.  Thanks for sharing!

[DougDohrmann]

This could be, and thanks for your comments - I didn't realize there was a way to replace the battery in the One, but it became suspicious as soon as the battery issues stopped when the app stopped syncing properly.  I am generally okay with Inspire 3, though I find it does not track active minutes well.  When I still had it set on worn on wrist, even though it was clipped to me, it was giving me ridiculously high active minutes - 3-5 hundred minutes per day.  When I figured out to set it as "worn on clip", now I can walk 20 minutes and it sometimes will not post any active minutes.  That's my only complaint about the new device.  Granted, the One is simpler to see your stats - just click that little button and scroll through them.  If the issue with the One is ever resolved, I would likely switch back to using that device.

[MissGG]

I've been having the same problem for months too. I contacted fitbit/google several times Jennifer has been ignoring emails for months Samuel got it working for 1 day. Louis didn't even try to help said they would give a 35% discount but would not fix the problem tell me what is available like the One or help me find one that would work. He also said they no longer sold the clips for any pedometer (which is the only way I would consider wearing one). He ended the chat with out answering several of my questions one of them asking about the wrist pedometers not counting steps pushing a cart but counting steps when sitting on a chair that does not move.  I'm not happy and don't see any link the One so it is time to look at other devices.