Fitbit shows wrong time (only on Android app logs)

[Ju_St]

Hello everyone,

I recently purchased a fitbit charge 2 in Europe (GMT+1) and set it up with my galaxy s7. Everything worked fine until I moved to Southeast Asia (GMT+6.5) about a week ago.

The issue:

The watch shows the right time. However my android app logs are all messed up. For example my sleep time shows correctly on the dashboard (new) as ig. 23:33-06:44, but when I tap the symbol it suddenly shows the same sleep cycle as 06:03-13:14. This is the case for all other entries, such as workouts and heart rate monitoring (always 6.5 hours later than actual). To make things even more weird, the desktop dashboard works just fine, showing all logs correctly.

Things I've tried to resolve the issue:

- clear app data and cache, force restart

- reinstall app

- sync tracker

- remove tracker from app and add it again

- remove tracker, uninstall app, reinstall app, add tracker

- restart tracker

- automatic timezone on/off set in app

- automatic timezone on/off set on phone

Any advice would be appreciated!

Update: When I set the timezone to GMT the app starts displaying the correct time for all logged activities (workouts, sleep, heart rates), but the tracker syncs and is then off by 6.5 hours, so that's not working either. Changing it back to auto timezone or manually to GMT+6.5 didn't resolve the problem either.

[RobertoME]

Hi @Ju_St, I'm glad to see you have joined to our Fitbit Community. Thank you for letting me know all the steps you have tried so far to resolved this issue.

I wonder if can you share some screenshot of this issue with me? This will be helpful to have a closer look, so we can find a solution. (For additional information to upload screenshots to our Community check the following post).

I'll be around, keep me posted if you have additional questions.

[Ju_St]

Hello Roberto,

thanks for looking into this.I've sent you a private message with 3 screenshots attached, showing that workouts, heart rates and sleep are all off by 6.5 hours.

The charge 2, phone and dashboard are all showing the correct time. So is the sleep section on the dashboard of the app (ie. showing last nights sleep as 23:01 to 06:43, instead of 05:31-13:13).

[Ju_St]

@RobertoMEany updates? Any additional information I can provide to move this forward?

[RobertoME]

Hello @Ju_St, thank you for keep me posted and please accept my apology for not posting any update recently. I was reviewing the screenshots you sent me and certainly something odd is happening, since I reviewed if this was a glitch on the app and so far I don't have reports of a bug affecting this section of the app.

After reviewing your post and all the information you have provided; we agreed with my teammates we should try the following as it might be of your help to resolved  this issue.

Go to your timezone settings and turn off automatic timezone. Select a random location and sync your tracker to apply the changes. Wait until you see the changes on your tracker and the app and once you have done this, go back to your app and turn On automatic Timezone again. Make sure the location of the timezone is correct and sync your tracker one more time. Is possible this change does not apply to your previous logs, but make sure the next activities or sleep logs show the correct time.

If this is not working, since you have tried everything to fix this issue, please approach to our Support Team. They have more tools to investigate further and I'm sure they will be happy to review this with you. Just let them know all the information you have provided me, so they can recommend the next step without making you to try the same troubleshooting steps.

Let me know how it goes, I'll be around giving follow up to your case.

[Ju_St]

No problem @RobertoME. I appreciate you and your team trying to help!

As suggested, I tried the following:

- set app to a different time zone (GMT+6.00)

- the tracker syncs and shows the GMT+6.00 time. However what is weird at that point is that new workouts logged through the tracker still show up in the app as GMT+6.30 after syncing. I assume it takes the time not from the app, but rather from the phone which is set to GMT+6.30

- changing the app to automatic timezone (I also tried to set it manually to GMT+6.30) syncs the tracker to the correct time. However now new (and old) workouts and sleep tracking shows incorrectly as GMT again (so off by 6.5 hours).

I also ran into another (related?) bug. While changing timezones the app at some point showed a double entry for the automatically recorded sleep, so I deleted one entry. After the sync the original entry was also gone. When I manually add tonights sleep (21:10 to 6:39 in this case) though, the app shows it correctly for a short time and then changes it to 4 hours 4 minutes of sleep and adds 38 times awake 39 times restless randomly to it (screenshot attached). On the app dashboard the time also shows up as 4h4m but from 14:40 to 00:09 (so GMT again). For past sleep tracking the app dashboard would show the correct GMT+6.30 time (same as the browser version).

Just for good measure I also tried deleting cache and data on the android app, setting up the correct timezone in the browser dashboard, then logging into the app again and syncing. Didnt work either.

[RobertoME]

Hi @Ju_St, thank you for the additional details. In the meantime I will forward  this information to one of our specialist for further review.

I will keep you posted once I received any update.

[Ju_St]

A quick update: Taking a trip out of the GMT+6.5 timezone has fixed the issue at this time. Phone and Tracker were both set to automatic time and timezone. As soon as I arrived in GMT+8 and had network everything displayed correctly (even past sleep and workout logs). All new logs are displayed correctly as well. I'll check if this persists once I return to GMT+6.5 in a few days.

[RobertoME]

Hello @Ju_St, I'm glad to hear the timezone is working fine. The reason of this issue you were experiencing, is due to a glitch on the app. After we were reviewing this with my teammates, I received the update of this.

There is a new version of the app for Android, which is 2.41. If you haven't installed this update, please visit the Google Play store and download this version. It will improved the stability of the app and will address different bugs.

In case you notice the issue persists, please log out from your account and restart your phone. Once your phone has loaded, log back in to your Fitbit app.

Thank you for all your patience. Let me know if you have additional questions.

[Ju_St]

@RobertoMEunfortunately the update (as well as logging in and out) hasn't fixed the issue either. The moment I returned to GMT+6.5 the workouts and sleeps were indicated as GMT again. Old sleep cycles and previous workouts also show up incorrectly again (it's fine on the browser dashboard, as well as the app dashboard itself). Could this be a bug related to Myanmar and its telecom network?

[Ju_St]

@RobertoMEany updates on this?

[Ju_St]

@RobertoMEanother app update later, the problem still persists...I haven't been contacted by the support team either

[RobertoME]

Hi there @Ju_St, forgive me for not being around lately, nonetheless I'm still giving follow up to your scenario, but so far there is no reason why you are getting discrepancies on your logs due to timezone specifically talking about the Fitbit app.

I appreciate you have updated the app to the new version 2.43. My last suggestion in the meantime is to clear the cache of the app. Although I wonder if you have tried this already? In case you haven't, please log out from the Fitbit app one more time and go to your App manager on your phone settings. Look on the list of downloaded apps the Fitbit app and clear the data and the cache of the app itself.

Once you have completed these steps, restart your phone and wait until the phone initialize again. Log back in to your Fitbit account and give it another try.

As always keep me updated and thank you for all your patience.

[Ju_St]

@RobertoMEProblem solved at last! Turned out it was the custom android rom I was using. Seems like the rom had some issues with the +6.5 timezone that only showed up with the fitbit app. In any case, changed the rom and now all stats show up correctly. Thank you for your support and trying to help to find a solution!