Can't download Sense ECG PDF from Fitbit app

[gorgon777]

I can no longer download PDF versions of my ECG readings taken on my Sense 3. I have tried reboot, clear cache, force stop and restart both phone and watch but nothing works. It will just continually be stuck on "Downloading..." or "Preparing your Report" if you click Share. How do i fix this?

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi @gorgon777. It's great to see a new face around.

Thanks for the troubleshooting steps that you've tried prior to posting. This is odd and so we can work on this together, may I know the model of your phone? Our team recently released an update for the Fitbit app, so could you check your phone's store if it's available for you? If so, please install the new version.

In the meantime, let's try the following steps:

1. Open the Fitbit app and tap Devices at the upper left corner
2. Tap Sense 2 > Gallery > ECG app > Uninstall
3. Reboot your phone one more time
4. Open the Fitbit app and install the ECG app
5. Make sure all permissions are enabled and try downloading one of your previous results

[Ken789]

Hi, I too am having this problem with my Sense 2, purchased a few weeks ago. The PDF download / share has never worked. Everything is up-to-date and the above reinstall of the ECG app did not solve the problem.

I have taken the following actions:
• Clear Fitbit app cache
• Reinstall app
• I have ensured the app has all requested permissions
• Install app on a second Android device. My primary device is a Samsung Android tablet running Android 11. The other device is a Motorola phone running Android 12. This did not work either.
• Shut down and restart Sense 2 and do another ECG measurement.
• If I click on ‘Your data in Fitbit’ and export the data, this does indeed download a zip file to my device, but no apparent PDF report that is suitable for sharing with my doctor. I have also downloaded this data to my PC.

I would really appreciate your help on this as everything else seems to work fine.

Many thanks.

[RiekoC]

Hello @gorgon777

What phone do you have and what version of Android does it have?

----

Hello @Ken789 

There is apparently an issue with downloading ECG pdfs on Motorola phones running Android 11 or 12. There's another thread (<-- click link) where Motorola phone users have reported this problem.

Since you mention that this first appeared with your Samsung phone running Android 11, it looks like this problem is affecting more than Motorola phones.

As you can see from the other thread, this issue has been escalated to the team and they are working on fixing the problem. If I learn of any updates, I'll be updating the other thread. You're welcome to join us there.

[LizzyFitbit]

@Ken789 Welcome on board. @RiekoC Thanks for the heads up!

@Ken789 Thanks for joining this thread and sharing the steps that you have tried. Because this issue was already escalated, I'd suggest keeping your Sense synced and the Fitbit app updated so the rest of the features can continue working correctly.

I appreciate your patience and we'll update either this or the other thread with new information as soon as it's available. 

[gorgon777]

Hello apologies for the late reply. 

The model is Samsung S10. I already tried the latest update from the Google Play Store and uninstalling the app, rebooting my phone then reinstalling the app. All permissions are on for the app but the issue still persists.

[gorgon777]

Hi RiekoC

The model is Samsung S10 running Android 12. I already tried the latest update from the Google Play Store and uninstalling the app, rebooting my phone then reinstalling the app, clear cache etc. All permissions are on for the app but the issue still persists.

[RiekoC]

Hello @gorgon777 & @Ken789 

As @LizzyFitbit confirmed, this issue has been escalated to the team and they are working on fixing the problem. As soon as we hear of any updates, we'll be back to share.