Fitbit Android app not showing hourly step count history

[Jeysie]

The Hourly Steps history part of the app has not worked for weeks; it just shows a white screen with red circle arrows.

It's not a problem with recording or syncing since it shows on my Charge 5, the website dashboard, and the app dashboard, the app just won't load the history section.

I've already tried reinstalling the app, clearing the cache, switching my wifi around, installing on different devices, nothing. Broken across the board.

Moderator edit: Subject for clarity.

[JohnnyRow]

Could you clarify the hourly steps history part as opposed to app dashboard, perhaps by showing screen shot, which would also illustrate "red circle arrows".

[Jeysie]

This is what this section has looked like for me.

And it's not an overall syncing problem since everything else seems to be showing and updating fine. It's just this one page.

(The little hovering circle with the blue/purple ring is a Samsung thing, FWIW, not part of the app display.)

[JohnnyRow]

Screen shot helps me picture it - thanks, but afraid I'm still no help.  I've never encountered anything like that - strange.  I suppose you have tried selecting 'Still' instead of 'Active' to see what that does, if anything.  The circle arrow looks a symbol as if like it's trying to update.

Did you notice if this started right after you switched your account to Google?

[Jeysie]

---

Did you notice if this started right after you switched your account to Google?

---

Yep, that is precisely when it broke is when the app updated for that switch.

[JohnnyRow]

I know there have been other problems associated with switching to Google account.  I will report this to add to the list, no guarantee that will lead to quicker resolution though.  You could always contact Help, too.

[Triletics]

@Jeysie I have seen a similar issue on the Exercise screen in the past. It seemed to be some kind of deadlock. What helped then was using the "force stop" option. Have you tried that? Swiping the app away didn't work (it doesn't kill the process that hasn't terminated all threads yet, "force stop" does).

@JohnnyRow I think Fitbit is using users as a testing field for that migration and hasn't tested it properly before. I was experiencing an inability to load more exercises in the Exercise screen for a few days and it started working today so they may be slowly ironing out those issues.

[ArcticWX]

@Triletics 

I’ll second @Triletics theory: Google/Fitbit rushed out the login migration in mid-June and has been trying to stomp out the server/coding bugs ever since. 

For the first time since June 15 I actually didn’t get unsubscribed from my Premium Subscription (which makes getting all of my Score data impossible) overnight. Let’s see if they can manage this for consecutive nights.

[RodrigoMFitbit · Accepted solution]

Hello everyone. Welcome to the newcomers in the forums!

@ArcticWX @Triletics @JohnnyRow I appreciate your input and comments about this. @Jeysie Thanks for reaching out about the hourly step count history on the Fitbit app. I appreciate you trying to solve this on your own. 

I can confirm that ever since the migration some features have not been working properly. It must be related to how the information is now accessed, just a guess. Several Fitbit app updates have been released recently and there is one currently rolling out. In the meantime you can check this information over the Fitbit.com website, until the app displays this information again. I appreciate your patience. Please keep your Fitbit app updated. 

@ArcticWX I am glad to read that your Premium subscription is now running as expected. If anything arises, please keep contact with support. They will help you out! @Triletics Thanks for confirming that the exercise tile is now loading your history again. 

[Jeysie]

Getting the Dashboard to work was its own headache, as I kept being redirected to the "store" type front page, where there was no obvious link to the actual Dashboard even in the account section. After going through some steps I found here on the forums I finally got it to work.

Having some sort of fitbit.com/dashboard link/redirect somewhere to get around the "kicked back to the storefront" would be helpful, I admit.

But thanks. I hope it gets fixed soon, as there's a certain personal irony that every other section in the app works fine except this one section that is the one I use most. 🙃

---

[RodrigoMFitbit]

@Jeysie Thanks for the swift reply. I am glad you were able to find your way to the online dashboard. It is true, it does redirect you to the front page after login. Then you do have to navigate to the dashboard. However, once logged in, when you go to "fitbit.com" it will bring you to your online dashboard where you can see this information. 

I appreciate you taking the time to explain and elaborate on this matter. Thanks so much for your patience!

[ArcticWX]

@RodrigoMFitbit 

“Running as expected” is a poor choice of words. I no longer expect this to work properly!

”Running as promised by Google/Fitbit” is better.

This morning the “Premium” Data Features are back to not being available. Once again this garbage app unsubscribed me from Premium overnight and turned off my Premium Insights Consent. Once that happens the score breakdowns become inaccessible. Even when I “open the paywall” by resubscribing and reactivating my Premium Insights Consent this app is so poorly coded that that doesn’t allow viewing of the data.

This incompetence of this screen is staggering:

“Breakdowns included with Fitbit Premium” is a provably untrue statement. 

Charging fees for features/services that are known to not be consistently delivered is fraudulent.

[RodrigoMFitbit]

@ArcticWX Thanks for your reply and feedback. I will take it in consideration next time I want to convey a similar message. I apologize for the inconvenience caused by this situation. True, your stress management score will not be detailed if you get unsuscribed. To be honest this is the first time I witness this situation. I appreciate you taking the time to let us know about your situation. I was informed that your inquiry is under review by support already. They will provide you a proper resolution. Thanks for your patience in advance. 

[ArcticWX]

@RodrigoMFitbit 

My wife has the same issue… she uses a Fitbit login, so it doesn’t happen as frequently. So, this is at least an “n=2” sample size.

I’m guessing that most people with this issue don’t have the time (or stubbornness) to deal with this lousy app and spend the energy interacting with customer support. A lot of folks are probably just thinking “I guess I’ll get an Apple Watch… or a Garmin… etc” I’m rapidly becoming one of those people. 

I really like the Fitbit device and the Fitbit data. It’s this app (and, likely, the Google servers) that are garbage. I purchased my first Fitbit back in 2014 or 2015, the actual device is great. Not being able to consistently deliver Premium Features is incredibly unprofessional.

I am aware that Fitbit “support” is working on the problem. But, I contacted them… they did not contact me.

[RodrigoMFitbit]

@ArcticWX Thanks for the swift reply. I am so sorry to read that you and your wife are experiencing the same. I am glad though, that you decided to contact customer support, else they would not have known about your situation. Please stay in touch with Fitbit customer support. They will continue helping you. 

We shall see if someone else is experiencing the same as you. Probably some other customers are, but they have not posted it here yet. In this case the best you can do is keep contact with support. They will resolve this for you. I appreciate your patience. 

[ArcticWX]

@RodrigoMFitbit  The lack of reporting of this issue is likely due to the fact that these boards get very little traffic. You and I have accounted for more than 50% of today’s posts. There are a lot of one star “used to be pretty good… now it’s terrible” reviews piling up on app reviews sites.

It also doesn’t help that I attempted to start a new topic/discussion this morning and it never uploaded. It’s possible that a lot of the threads are multiple hours old because people can’t upload new topics. Replying works… but, I suspect that the new thread option does not.

As for patience, I’m pretty much out. My wife has already “moved on” from this getting resolved. I’m relying much more on stubbornness now. I still really like the device and the data… it’s the app and/or servers that are stunningly awful.

[Jeysie]

I basically only came here because there doesn't seem to be any way to file a proper support ticket, which is what I would have preferred to do.

And I've also been kind of tempted to go try to find a different fitness device, and only been stymied by the fact that they seem to be all designed to strongly be smartwatches while I need something I can wear on my ankle, which Fitbit has form factors more adaptable to that.

But it still doesn't thrill me how poorly the switchover seems to have gone, certainly. Google's got plenty of money hanging around, you'd think they'd be able to get a sufficient infrastructure up and running before the switch went live, surely?

[ArcticWX]

@Jeysie @RodrigoMFitbit 

I could not agree more strongly with this statement. 

The app has always been “buggy”… but, it used to work decently most of the time (especially the Sleep Score stuff… that was solid).

I naively thought that Google (with their endless resources) and transferring to my Google account would squash those bugs.

For me, this change has been a total cluster****. I too am looking at different trackers after having been a Fitbit user since 2014/2015.

My experience with the customer support has been okay… but, there’s still no solution/resolution being offered for the missing Premium features.

To say that this is disappointing is a massive understatement.