Lost all weight data?

[CarolineMcC]

Hi all, I synced my Charge HR on Saturday and when I checked the dashboard all my previous data had disappeared? I re-synced a few times and everything has reappeared apart from my weight data? I weigh daily and have no data since May 2017 except for one weigh-in on 26th July. Nothing since? It's not on my account on the PC either so it doesn't appear to be a problem with the app, which was updated recently (not the same day)? Is it gone forever? 😞

[RobertoME]

Hello @CarolineMcC, it is nice to have new faces in the Fitbit Community! Certainly this is not an expected behavior or something that can be explain in a logical way. For the same reason I looked for recent reports of a similar issue, but at the moment there are no other scenarios to think this is a glitch.

I would like to recommend to log out from your Fitbit app and restart your phone. Once your phone has initialized, log back in and try to review if your weight log history is available. However I'm concern since you have the same issues in your online Dashboard. I believe if the previous workaround doesn't resolved this problem, probably the logs won't be recovered.

Give it a try and let me know if the issue persists on a daily basis.

[CarolineMcC]

Hi Roberto,

I have tried your suggestion previously, as well as other trouble-shooting
methods suggested by your twitter support team- they advised that their
team was already aware of the issue and were working on a fix, and once
resolved it would reflect all previous data?

They said it seems to be a software/system issue- but I'm not convinced as
(you say) there doesn't appear to be other instances of this happening?


What you say suggests otherwise? If it's gone, it's gone, I just want to
clarify before I start re-entering all the data I can find elsewhere again
onto my fitbit?

It has logged all weights since the problem happened, but I'm missing the
months in between.

Thanks,

Caroline

[RobertoME]

Hi there @CarolineMcC, thank you for letting me know more details and my apologies since I've been absent. Where you able to retrieve your weight logs from your Dashboard? Since you received attention from our support team via Twitter, certainly this was reported to look further to find a solution.

So I just want to give follow up with you and learn more how it goes at this point. Have you reviewed if your online Dashboard was able to recover your data?

See you later and I'll be around.

[CarolineMcC]

No. None of the data has reappeared.

[RobertoME]

Hi there @CarolineMcC, thank you for letting me know the weight logs did not load after all. In this case I'm afraid the information won't be possible to retrieve again.

The only alternative I can offer you at this point, is to create manual logs for the dates are missing. I know is not the best solution but it would be a way to average your weight. If you are interest in doing this, the following post will give you some extra help.

Also I would like to know if this issue persists in a future occasion, in order to give follow up to this issue and investigate further, as this behavior is not expected.

See you around and for anything else, you can find me here!