Live heart rate stops showing on Fitbit app

[emmjayvee]

I like the slim design of the Alta HR but the one downside is that it is difficult to see my HR when working out because I don't wear reading glasses while exercising. I figured I could open the app on my phone and it would show me my current heart rate during workouts. It sort of works but only sporadically. The app will show my active heart rate for a little while, then it will stop and I have to close out of the app, re-open it and wait for 30-60s for it to start showing HR. The phone does not go to sleep and the Alta and my phone are never more than about a foot away from each other. Why does it stop displaying current info?

Moderator edit: Updated title for clarity

[FerdinandFitbit]

Hi @emmjayvee, welcome to the Fitbit Community Forums! 🙂

I'm very sorry to hear that you're having problems with the current heart rate from your Alta HR being interrupted after a while from displaying on your phone. Thanks for all you do to get this to work. I'd like to help you out!

Just out of curiosity, what appears on your phone where your current heart rate should be? Are you seeing two dashes or what exactly appears there?

My suggestion at the moment would be to log out of the Fitbit app, then, see if there is any update available for the app and if there is any, update it. Also, keep an eye on your tracker when this happens. Is heart rate still showing or it will not show heart rate at all?

Just to ensure you will be getting the best readings from your Fitbit tracker, check this article with instructions on the best ways to wear your tracker.

Hope this helps. If you need anything else, I'm always around!

PS. I'm moving your post to the Android App board for categorization purposes.

[emmjayvee]

Hi Ferdinand,

Thanks much for the quick response. My phone will show the pulsing heart icon and my current heart rate for a couple minutes. Then the icon will stop pulsing and the bpm # will stay frozen. If I look down at my Alta the number is different than what is on the phone. Sometimes I can't tell the specific # on the Alta because I'm not wearing my glasses but I can tell when the number on the Alta is 3 digits and the phone is showing 2 digits. Often if I close the app and open it again from the Recent Tasks tray it will re-sync and start showing the HR again, but this takes time. Figured, or at least hoped, that if the phone didn't go to sleep, the HR would just keep updating. The Alta itself seems to be working fine and tracking my HR through my Spin workout. 

I checked the version of the app on my phone (2.87) and the version that is listed on the Play Store (2.87) so they are the same.

Thanks for any suggestions.

Marc 

[FerdinandFitbit]

Thanks for getting back @emmjayvee and thanks a lot for all those details 🙂

In that case, it sounds like the problem could be with the tracker not syncing correctly to the phone.

My suggestion would then be to give your Fitbit Alta a quick restart. You can easily do this by clipping your tracker to the charger and plugging the charger to a USB port on your computer or a wall charger. Then, Press the button on your charging cable three times within four seconds and your tracker should vibrate and show the Fitbit logo. This will make your tracker to reboot.

After this, I'd recommend removing your Alta from the connected Bluetooth devices on your phone. For this, go to the Bluetooth settings on your phone. On your connected devices, look for your tracker. Tap on it, then choose the option that says "Forget this device". Then, you can proceed with setting up your Alta as a new device.

For this, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

Hope this helps. let me know how it goes!