Charge 5: Health Metrics - tap and nothing happens

[EJNIV]

For the last 48 hours my Health Metrics (Charge 5, Premium subscription) does NOTHING when I tap (Samsung s22+) on the tile.  I called support yesterday after search and applying every suggestion found online, e.g., clear cache (app), restart Charge 5, uninstall and reinstall Samsung Fitbit app, etc.  The level 1 rep was not very helpful and indicated it would be elevated to Level 2 support and I would receive an email in 2 hours.  No email.  I plan on calling this morning but as I indicated to the first rep my guess is that this a Fitbit System issues.  And, when I check on my tablet (opening the Fitbit app) same behavior, nothing happens.  Just sharing and I was disappointed that there was no response since Fitbit support for Premium members has been extraordinary in the past.

Thanks

Ed

[LZeeW]

@EJNIV  I am an iPhone user and my Health Metrics tile is working normally.  This looks like an Android app issue, not a device issue, so I am moving your post to the Android forum.

[EJNIV]

Doubt it's an Android issue.  My wife has same phone as I but does not have Premium.  Tapping on "Health Metrics" on her phone (Samsung S22+) opens the usual information (for non-premium).  Called Support and this rep said that the next level to which it was escalated did not know so it has been escalated to "an even higher" level of support.  Again, if I were a betting person I would be betting on a Fitbit systems/IT issue.

[LZeeW]

@EJNIV   I understand your point of view.  Health Metrics are an app feature and are only device specific in that some models don't give all the data.  This isn't a Charge 5 issue.  The Android forum is a better fit, based on the information in your initial post.

There are no other reports of this issue in either the Android or iOS forums.  It might take some time to get an answer.  I hope you get one.

[gdio53]

@EJNIV 

You're not alone, I'm having the same issue, Samsung Note 9, Android version 10.

Restarted phone and tracker, problem remains.

Started having the problem this morning.

[User581]

I've had this same issues for a few days. I've tried to uninstall/reinstall, reset Charge 5, remove/add from account. I removed health metric data for the last week. The app version last updated on April 18 and worked great until about June 1st. I even tried to older version of FitBit app version with no luck. I even added premium since I never used the free 6 month. For a while I was getting the "I Agree" issue, but now when I click on Health Metrics nothing happens. I tried support chat, but that was no help. I'm pretty sure health metrics used to show up on the FitBit web dashboard and it's not even on there. I also verified my country/location for my account. HRV and Sp02 are a main use for me, so this is very frustrating. I also saw a recent post about this but it was closed as answered, but I didn't see steps other than it just started working for them.

[EJNIV]

Thanks so much User581!  I firmly believe that it is not an Android issue (as someone suggested when I first posted) but a Fitbit IT/systems issues.  I really appreciate you responding and confirming that I am not alone.  I too have taken every step I could find (as you did, uninstalling app twice, etc.) and like you I continuously got the "I agree" messages when I previously checked my (Premium) Health Metrics.  I am also certain it is not my Charge 5 since it is recording my sleep, my Sp02, etc.  As I have also shared, in the past Fitbit support was exceptional but now no helpful input.  Today (6/6/22) is now day 5 or 6 of not having a feature that I like and need.

[EJNIV]

Oh, and it is NOT an Android issue.

[EndeavorOR]

Same problem here with my Charge 4, and it started at the same time as everyone else.  Tried on multiple Android devices (Samsung Galaxy A53 5G, and Samsung Galaxy A71 LTE) with the same result. 

I click the "Health Metrics" tile, it darkens briefly, and then nothing else happens.  

I've tried the usual, e.g., clear cache, clear data, force stop, re-login, clear data again, uninstall app, reset Charge 4, reinstall app, set-up brand new.  Same result.

[EJNIV]

I plan to call support again today (6/7/22).  Yesterday I even "Setup a Device" as if my Charge 5 was brand new.  Nada!  Like EndeavorOR I too have done every imaginable step to address the problem with no success.  If I get any valuable input from support (with last person saying that the team that supports issues like this is ONLY available two days a week!) I will share it here.

[EJNIV]

Update:  I spoke with Fitbit support this morning (4 or 5th time) and I did get an email response within a few hours.  Here's the response:

"Thanks for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible.
We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track."

I appreciated the response, confirms that there is something going on, and that maybe a solution will be forthcoming.

[gdio53]

Just checked and Heath Metrics is working again.

[User581]

Yes, mine started working this afternoon as well. 

[EJNIV]

Ditto:  Start my day (8 June, 2:30 a.m.) checking Health Metrics and it's up.  Noted that Sp03 and "breathing rate" are not up but there has always been a short delay on that.

Impression:  I think my hypothesis may have been correct:  work was going on behind the scenes with Health Metrics.

Suggestion:  If this is true, Level 1 support could be informed so that time is not wasted with multiple calls that waste their time and ours.  From personal experience I know that in the corporate world often the "left hand" does not know what the "right hand" is doing (siloes and all).

Glad Health Metrics is back and appreciate the support from those who replied.

Ed

[EJNIV]

JUST CURIOUS:  After whatever the update was to Health Metrics, I am no longer getting my "Breathing Rate" (Premium), "no data in the past 24 hours."  Strange since before the snafu (or again whatever was happening) I was consistently getting my breathing rates each morning.

[gdio53]

@EJNIV 

I've been getting all the data in Health Metrics since the glitch was fixed.

Have you tried restarting the tracker and phone?

[EJNIV]

Thanks,  I've restarted the phone each day, but good idea: I'll restart my Charge 5.

[EJNIV]

Update:  The restart (thanks gdio53) may have done the trick.  As of this morning ALL of my "Health Metrics" are back. 😁

[LoRo]

Sadly, this is literally the exact same [canned] email response that I've been getting about the Menstrual Health logging issue. 

I've submitted official issues with FitBit at least 3 times over the last year.  At least one of those emails included an additional statement that they would email me once there was an update or resolution.  That said, there never was one of those.

Based on the comparison with your wife's phone, I'm starting to wonder if us having Premium is somehow causing these bugs.  I didn't have these problems before rejoining Premium.    Hmmmm  ???  Glad your issue got resolved & thank you.  You gave me something to suggest investigating next time. 

[EJNIV]

Not solves and and the best goes on! 😁  My Premium "Health Metrics" continues to be erratic, e.g., breathing rate shows sometimes, most of the time  not, response from support has been minimal, blah, blah, blah.  SO, I've spent $300 on a one-year members to Whoop.  I listened to a podcast with Will Ahmed (CEO/Founder; Jacob Morgan's Leader the Future of Work, 7/18/2022) and sounds like there is far more science, research, and capacity with Whoop (that does one thing and one thing only - biometrics, no clock, no step counter, etc.).  For now I'm keeping my Premium subscription at least through 2/2023 and compare data from Fitbit and Whoop.  PS: Fitbit people, I'm not promoting Whoop just sharing, and I remain a loyal Fitbit user dating back to my Charge 2.  I just question the value of spending $80/year for Premium.  I will keep you informed on my comparisons if anyone is interested.