Heart rate data not updating

[Jbannister85]

hi there,

I have been experiencing a couple of issues for the past two weeks on the app... firstly the heart rate monitor reads 'no measurements' however the data is being recorded on the watch (iconic). Despite numerous attempts and following the suggestions of other users, such as clear cache, restart phone etc nothing has worked???

Also last week the notifications stopped working on the watch... previously I would be notified for emails and WhatsApp messages etc now nothing???

Any help would be much appreciated 🙏 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Jbannister85, welcome to the Community Forums!

Thanks for bringing this to our attention and for the details that were shared, your effort troubleshooting your device before posting is appreciated. For the heart rate issue, I recommend you to try the following steps to troubleshoot the Fitbit app: 

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the Android version is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

For the notifications concern, can you please let me know which mobile device you're currently using? Also, when was the first time you experienced this? If you haven't already done so, I recommend you to check: How do I get notifications from my phone on my Fitbit device? to see that all the necessary requirements to receive notifications on your Fitbit are correctly configured and to try some troubleshooting steps.

Keep me posted and let me know if you have any additional questions. 

[Tweak3D]

this is happening to a ton of people, I think you all are having some server issues. Mine stopped syncing around 3pm PST and in troubleshooting I tried to remove and repair my device which now also won't work. Look at all the threads with the same 2 symptoms from the last few hours. something is going on and as an IT professional, I'd wager its on your end somewhere...

[Jbannister85]

Thanks for the advice and prompt response.

My Samsung galaxy s10 has been updated and I followed your steps as directed however the heart rate still reads no measurements and blank on the main screen...

The hear rate icon either shows a full red heart or grey broken heart... do you need a screen shot?

Note that the notifications are now working properly.

[Jbannister85]

Hi @RicardoFitbit Thanks for your response. 

After doing the steps my fitbit still read no measurements, however I left my watch on my wrist for an extended period of time... basically just wear the watch full time for a few days and there will be enough data to start recording measurements on the graph. 

I suggest asking fitbit people this question... how long do they keep the watch on per day? If its only for a couple of hours then I belev6thid could be an issue, as the heart rate needs to understand the persons resting rate not just during exercise etc

Regards

Jono

[Kuthalingam]

Issue got resolved after an update... Now the heart rate data , scroe , graph is appearing ! Hope yours too resolved !

[Jbannister85]

Hi @Kuthalingam yes I saw the update and have downloaded this today... however i think my issue was more related to the length of time the watch was on my wrist... i reckon it needs to be on their for an extended period of time to accurately measure all facets of the heart rate...

So just a thought as to ask other users @RicardoFitbit 

[Kuthalingam]

Yes, looks like time of wearing is also played a part. I worn it overnigt and next day everything is alright ! I am not sure whether it is due to Update or extended time of wearing !!!

[RicardoFitbit]

Hello again! It's a pleasure for me to continue providing assistance, my apologies for the delay in responding.

@Tweak3D Thanks for bringing your concern to my attention. The syncing issue you were experiencing was because of an outage that was already resolved. If you continue experiencing difficulties with the syncing process, please try the troubleshooting steps from our help article: Why won't my Fitbit device sync?

@Jbannister85 The details that were shared in your posts are appreciated, I'm sorry to know that you're still experiencing difficulties with the heart rate data but glad to know that the notifications issue was resolved. To further investigate and move forward with this, can you please send me a screenshot of the error message you receive? Please refer to this post for instructions of how to correctly attach an image into your post. I'll be waiting for your reply.

@Kuthalingam Thanks for sharing your issue with me, I'm happy to know that after updating the Fitbit app your concern was resolved. Do not hesitate to contact me back if you need anything else.

Let me know if you have any additional questions, I'll be around.

[mfrgolfgti]

My Fitbit has stopped syncing as well as of yesterday. The watch is recording steps etc, but my iPhone and ipad aren’t. Also it’s not syncing with the online app. There appears to be no reason for this. What’s going on?

[Jbannister85]

hi @mfrgolfgti 

I also faced this issue throughout the time that I was trying to reconfigure my watch, phone and tablet (I'm on samsung devices). My experience related to the extent of time that my watch was on my wrist, the longer the better and what I have found is that if the fitbit watch isn't syncing to my devices, it mainly occurs when the fitbit watch is off my wrist. Therefore when I have placed the watch back on my wrist and started moving around the house and/or going for a walk, the devices then sync up again...

Also it could be a bluetooth connection issue, so I would recommend checking this connection... so maybe disconnect and reconnect the devices to your fitbit watch. Sometimes the old fashion 'hit the restart button' actually works! lol

Hope this has helped 🙂