ECG PDF not created and not available

[kaliaragorn]

As in the title. I can go up to the ECG section of the app under "you". I find the measurements. Whatever the entry selected, when the "export pdf" is selected nothing happens. No notifications, no downloads, nothing at all. 

Clearing cache, uninstalling and reinstalling the app.. Nothing works.

Android 14 on a pixel 7 pro. App version: 4.02.1 

 

[Little_g]

Thank you! I can't find it either. This new update is a mess.

[RiekoC]

Hello @kaliaragorn 

You mention that you have uninstalled and re-installed the "app". Are you referring to the ECG app or the Fitbit app? 

I just tried downloading an ECG graph and it worked for me on my Pixel 8, running Android 14.

Hello @Little_g 

If you were successful in creating & downloading the PDF, you should find the file in: Files /Downloads on your phone.

[kaliaragorn]

hi @RiekoC 

thank you for your reply.

I did both: I uninstalled / reninstalled the ECG app on the charge 6 and uninstalled / reinstalled the fitbit app on the pixel 7 pro. nothing changed.

the charge 6 is a brand new device. the fitbit app has been installed on my phone last friday for the first time. I never succeeded in obtaining the pdf. NEVER. I'm struggling since day 1, it's been 4 days and I am getting _very_ frustrated. The only reason I got a charge 6 is the availability of an ECG graph to be handled to my doctor, if this is not possible, everything is pointless.

recap:

1. I bought the charge 6
2. I installed the fitbit app on the pixel 7 pro
3. I logged in with my google account (never had a fitbit account before, could not find a way for creating a new one, so I logged in with google)
4. the charge 6 correctly connected to the fitbit app on the pixel 7 pro
5. apparently, most of the features in the fitbit app work fine
6. i performed some ECG measurements on the charge 6 via the ECG app
7. i can find those recordings in the ECG section (via the "you" section) in the fitbit app
8. whatever measurement i choose, the result is the same: when I ask for the pdf I got the screenshot I've already attached, and no matter how long I wait, I got NO NOTIFICATIONS, NO EMAILS, and NO PDF FILE pops out on the storage of the pixel 7 pro.

again this is the behaviour from day 1.

does anybody know how can I fix this? I am going to return the charge 6 and give up on the idea of a pixel watch somewhen in the future.

😭

[RiekoC]

Hello @kaliaragorn 

I'm going to reach out to other Fitbit PEs to see if they have any suggestions. 

[kaliaragorn]

@RiekoC thank you!

some additional info: 

Phone model: Google Pixel 7 Pro

Hardware Version: MP1.0

Android Version: 14

Aggiornamento della sicurezza Android: 5 ottobre 2023

Aggiornamento di sistema Google Play: 1 ottobre 2023

Numero Build: UP1A.231005.007

Versione dell'app FITBIT: 4.02.1.fitbit-mobile-40243041 - 574239761

[Gr4ndp4]

Hi, @kaliaragorn & @RiekoC I'm using a PW2 watch & Pixel 8 Pro in English. I have Premium. I created this ECG some days ago -

At this point you can either download or share the PDF, I choose to share & email it to myself at which point I can view the full PDF.

Your problem may be rooted in the language you are operating with (try changing it to English) or it may be something else.

I hope this helps, let us know how you get on.

Cheers

[kaliaragorn]

Dear @Gr4ndp4 , 

thank you for your time.

unfortunately, this is not how it works for me: IT DOES NOT WORK AT ALL.

please find here a couple of screenshots and a video:

• app permissions: https://photos.app.goo.gl/2CVLseLaRJXQwSHVA
• what I see: https://photos.app.goo.gl/hciV9ryX8g25a5m47
• video showing what happens: https://photos.app.goo.gl/jGUcguxvTQt8keok7

I've tried changing the system language to English, thus having the fitbit app with a English UI, but this did not make any difference.

I'm *DESPERATE* (and angry). 😭

any hint? 🙏

ciao

f

[kaliaragorn]

oh, @RiekoC , @Little_g  and @Gr4ndp4 , I forgot to mention that I have premium as well (it is included for 6 months upon purchase of the charge 6).

I'm exhausted.

[Gr4ndp4]

Hi, @kaliaragorn & @RiekoC, Can you tell us where you are? If you are on an offshore Island or close to the border of another country that does not allow ECG this may be an issue - is your cell phone skipping service providers to a provider in another country?. Can you confirm that your WiFi & Bluetooth connections are not interrupted? In particular look at the Fitbit app settings on your phone. Settings> Apps>Fitbit>Notifications (allow all)>Permissions allow all - in particular swipe up to the bottom & ensure "Pause app if unused" slider is in the off position>clear cache (again)>Mobile data & WiFi (ensure background data & unrestricted data usage sliders are in the on position & you have sufficient data on your cellphone account>App battery usage (set to Unrestricted) >Unused app settings "Pause app activity" check again slider is in the off position.

Sync your Fitbit app.

Let us know if this makes any difference.

Cheers

[kaliaragorn]

@RiekoC thank you!

some additional info follow: 

Phone model: Google Pixel 7 Pro

Hardware Version: MP1.0

Android Version: 14

Aggiornamento della sicurezza Android: 5 ottobre 2023

Aggiornamento di sistema Google Play: 1 ottobre 2023

Numero Build: UP1A.231005.007

Versione dell'app FITBIT: 4.02.1.fitbit-mobile-40243041- 574239761

[Gr4ndp4]

Hi, @kaliaragorn, I have a Pixel 8 Pro & a Pixel Watch 2 but otherwise, my software is the same as yours and I'm not able to replicate your experience. Looking at the Charge 6 board there do not seem to be any reports of problems with the ECG function. It would be good to know your location.

Cheers

[kaliaragorn]

---

@Gr4ndp4 wrote:

Hi, @kaliaragorn & @RiekoC, Can you tell us where you are? If you are on an offshore Island or close to the border of another country that does not allow ECG this may be an issue - is your cell phone skipping service providers to a provider in another country?.

no, I'm in mainland Italy (Calabria region). I'm currently travelling and I'm in Rome (center of Italy). no roaming, no switching... all looks fine...

Can you confirm that your WiFi & Bluetooth connections are not interrupted?

I can confirm that WiFi, mobile data and bluetooth are not interrupted.

In particular look at the Fitbit app settings on your phone. Settings> Apps>Fitbit>Notifications (allow all)>Permissions allow all - in particular swipe up to the bottom & ensure "Pause app if unused" slider is in the off position

Not only the slide is off, but it cannot be changed to on.

>clear  cache (again)

done

>Mobile data & WiFi (ensure background data & unrestricted data usage sliders are in the on position & you have sufficient data on your cellphone account

data is undestricted and I have an unlimited plan. checked this under wifi and under mobile data.

>App battery usage (set to Unrestricted) >Unused app settings "Pause app activity" check again slider is in the off position.

checked

Sync your Fitbit app.

done.

Let us know if this makes any difference.

no difference 😭

---

[kaliaragorn]

as I said in the previous message, I'm in Italy (mainland). tested from two different cities in Calabria (southern italy) and in Rome (central Italy).

some screenshots/videos:

• fitbit app permissions: https://photos.app.goo.gl/2CVLseLaRJXQwSHVA
• ECG app permissions: https://photos.app.goo.gl/2E6xGdMngH8dFHLK9
• what I see: https://photos.app.goo.gl/hciV9ryX8g25a5m47
• video showing what happens: https://photos.app.goo.gl/jGUcguxvTQt8keok7

I could be described as a non-unexperienced android/wearable user. Really never experienced something like that...... I'm baffled... 😭🙈😭

[Gr4ndp4]

Hi, @kaliaragorn I've flagged your case for a moderator, if for any reason you do not hear from them shortly please talk to"Customer Support" using the phone or chat facility for prompt attention. I'm sorry I can't think of any further steps you might take, apart from uninstalling the app & re-pairing your factory reset Charge 6 again.

Good fortune.

Cheers

[Gr4ndp4]

Hi, @kaliaragorn, I've just seen this thread on the Pixel Watch forum Sign in - Google Accounts May I suggest you ensure you have the update & try again. Let us know how you get on.

Cheers

[tdsmithj]

I have the same problem. I am based in the UK and have a one plus 7T  phone. I can press the button ' export PDF for your provider' and nothing. no push notifications. Just feels like the button is not doing anything. Logged out, uninstall ECG app, rebooted, uninstalled FitBit app, notifications all on, permissions are all set. I am at a loss and support just keeps sending me outdated links to old documentation.

[tdsmithj · Accepted solution]

I managed to fix my issue.

Forget about permissions, uninstalling etc etc. in the new Fitbit app I clicked on the square box on the today tab. These are notifications and messages. In the notification tab I could see a whole list of ' your heart rhythm assessment pdf is ready to view'. Once I clicked on the link I was presented with a prompt to view. 

Once I completed this process push notifications started to work when downloading other ECG pdfs. 

I hope this helps.

[RiekoC]

Hi @tdsmithj 

Thank you for sharing how you figured out the issue with your ECG PDFs.

I'll suggest to other users to check their notifications in the Fitbit app to see if that's where their ECG PDFs are "hiding". 

[kaliaragorn]

dear @tdsmithj, you are my hero 🦸‍:male_sign:

it worked like a charm!

can't believe it, I was going to return my charge 6 and ask for a refund, but this is literally a game changer! 

THANK YOU! 🙏🙏🙏