Fitbit app not capturing heart rate on Pixel watch

[MikeD555]

On Sat 22-Oct ~ 6pm PT the Fitbit app on my Pixel watch stopped capturing my heart rate.

I noticed it on Sun AM when no data was captured for sleep on Sat night. The watch and Fitbit apps on watch and phone were working from mid-July until 22-Oct - about 3 months.

I have spent hours on the phone getting bounced btw Fitbit and Google support. Everyone has been very friendly and tried really hard to resolve problem. but it still persists.

I have

- cleaned the watch according to the website

- restarted the watch

- reset the watch (3x)

- upgraded the Fitbit apps on watch and phone

For about an hour on Tue 24 Oct, after one of the resets, the Fitbit app on the phone did collect heart rate info but then stopped working.

Any help greatly appreciated.

Mike

[JenMah · Accepted solution]

At last, and thanks to Reddit, I fixed my problem. I hope it's permanent.

I needed to update the Pixel Watch. Settings-->System->System update

Thanks for nothing, Fitbit support. And Google support was pretty useless, too.

[JenMah]

I updated my watch and the app is now pulling data again. I got my first sleep tracking in weeks overnight. Maybe that's the answer for you, also?

[JulieLF]

It is important for me to track my heart rate over time. Not just the day. The data is there on my watch I can see it. However, when I log in to the Fitbit app, data will be missing. Specifically, I might see data for Monday and Tuesday, but then Wednesday and Thursday's data will not be there. I regularly log in and sink my watch to the app. The same happens with my steps. I believe there is a compatibility issue with Fitbit and Android.

[MikeD555]

Thank you JenMah. Followed your guidance and now heart rate data is being
collected again.

Thanks for sharing

[MikeD555]

Yes @JenMah this worked for me. Thank you, thank you, thank you!

[Gr4ndp4]

Hi, @JulieLF , welcome, you may find this thread & links useful  Active Zones/Heart Rate - Fitbit Community  .

Let us know how you get on.

Cheers

[JenMah]

Fitbit should pay me for providing tech support., 😂

Glad it's working for you, too!

[fix_hr_sync]

Same. This is ridiculous and the complete lack of customer support is absurd. Just ordered a Galaxy Watch myself. I don't understand why this is so hard for them to fix, the data is there.

edit: FYI, I got my hands on an iPhone for testing purposes. All my data shows up in the iOS app just fine (without any additional syncing). This seems to be a display bug with the Android app, because the data is there, it just isn't showing. Hopefully they can fix it.

[fix_hr_sync]

HR data sync is all kinds of broken for the Android app and Fitbit/Google are completely silent about it.

It's stupid because if you request your data from Google, it *is* there, the app just sometimes decides not to show it.

edit: FYI, I got my hands on an iPhone for testing purposes. All my data shows up in the iOS app just fine (without any additional syncing). This seems to be a display bug with the Android app, because the data is there, it just isn't showing. Hopefully they can fix it.

[JulieLF]

That sounds consistent with my experience, it sums it up very well. My conclusion is the Fitbit app has not been properly configured to work with android OS. Very strange given that Google bought Fitbit. Very very disappointed given I have made the decision to move all my devices to the android OS.

[JulieLF]

I have just completed the Fitbit survey. I can see a major issue when asked which device I am using the Google pixel watch  is not one of the options. Very strange

[fix_hr_sync]

HR data is currently broken on the Android app. They won't admit it, customer service won't acknowledge it, but it is absolutely obvious based on the numerous posts / comments / reviews stating that HR data sync is broken.

As I have found, if you request a data dump from Google, the HR data points are there, but the mobile app isn't rendering them for Android (sometimes). Furthermore, if you login on the iPhone app, all the data shows up. This indicates an issue with the Android app, but who knows when it will be fixed.

[JulieLF]

That was the conclusion I came to. I keep agitating as it seems ridiculous
that an Android company, selling an Android fitness watch buys a fitness
app that doesn't work with Android. Step recording is also inconsistent. I
can see this in the dashboard but not the app.

Thanks

[wakejr]

This is not a solution unfortunately. I've tried following these steps several times and occasionally, it will work temporarily but the issue reoccurs. Currently, I am still experiencing the same issue after updating through system settings on the watch. I checked again and the watch says that it is up to date. This issue still needs a resolution from Google/Fitbit. 

[Purposeful]

Got a pixel watch on Saturday, set it up and worked fine for around 12 hours. Hasn't linked any sleep or heart rate data since then (so 4 days now). Tried everything I can think of... Restarted everything, uni stalled and reinstalled everything, reset the device to factory setting but still no joy. Any other thoughts before I return the device for a refund?

[LZeeW]

Hello @Purposeful and welcome to the Community.  I moved your post to the Android app forum, a better fit for your issue.  I'm sorry, but I can't help you.  I hope another Pixel watch user can.

[RiekoC]

Hello @Purposeful 

If you're not getting any heart rate data, that would impact your sleep tracking. Do you see a green light on the back of your watch? That's the heart rate sensor. If you don't see it, then you have a defective device. 

[Purposeful]

Yes I have a green light on the device and my heart rate shows fine on the device, just no data transfer to the app

[RiekoC]

Hi @Purposeful 

Thanks for confirming that you see the green light on the back of your watch and that you see your heart rate on it.

Since you mention there's no data transfer to your Fitbit app, it sounds like you may be having a sync issue. This help page has the recommended troubleshooting steps to try: Why won't my Fitbit sync? 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for bringing this issue to our attention, and sharing the steps that you've tried prior to posting. I see where you're coming from and I appreciate your feedback as this will help us to keep improving our products and services.

For the ones who haven't mentioned, may I know if you've tried the suggestion shared by @JenMah? If not, give it a try and monitor the Fitbit app to see if your heart rate data syncs correctly this time. Please make sure the Fitbit app is also updated as this will ensure the connection with your Google Pixel Watch.

By the way, @Gr4ndp4, @gdio53, @JenMah, @LZeeW and @RiekoC Thanks for taking the time to help our members!