Lost data on android phone

[peppygirl]

I have been syncing my Fitbit One and my husband's Inspire 3 every night.  Tonight I wanted to update my spreadsheet and found that when I go back to prior days on my phone, the step count is zero.  The last date with data is August 26.   The data is there for my husband's Inspire 3 but not for my One.  Our steps are "forwarded" to Go365, a Humana program, and again my husband's steps are recorded but mine stop on Sept 4.  When I look at lifetime steps on the Fitbit dashboard, they are being updated.  Nothing is consistent.  Phone data ends on August 26 and GO365 data ends on Sept 4.   No problem with Inspire 3.  I am using an android phone and sync both devices with different accounts on the same phone at the same time every night.  When I sync I can see the steps for the current day, so I know it synced but I can not go back and see prior days until I get back to August 26.   So frustrating.  Any ideas?

[penny26]

I don't have any ideas, but I use a Fitbit One as well.  My Android phone syncs with my One just fine throughout the day, but apparently sometime overnight, it resets my step count to zero for the previous day.  I have zero step counts for Aug 28 through Sep 7, and 211 steps for Aug 27, which took place between midnight and 3:00 am ET.  (I suspect an update was pushed by Google/Fitbit after 3:00 am ET on August 27, which is responsible for all of these issues.)  Very frustrating!

[RiekoC]

Hello @peppygirl & @penny26 

I'm not sure if the step issue you're seeing is related to the service disruption with the Web API that began around the beginning of this month (Sep 2024), but I suspect it might be. Although the service disruption information states data discrepancies or syncing issues with 3P apps and Fitbit, the timing of the Web API issue matches the timing of Fitbit users reporting data discrepancy & syncing issues with their Exercise data and step counts.

I checked the Fitbit Status Dashboard website today (09 Sep 2024) and it still shows the Web API service disruption. Unfortunately, the fix doesn't seem to be an easy one since the issue has been on-going for about a week.

For now, I don't think there's further troubleshooting for us to do. Hopefully, it won't be too much longer before the problem is fixed and we see our all data back in the Fitbit app. For what it's worth, I saw a user report today that Support told them the issue would be fixed in 3 days.

[penny26]

@RiekoC thanks for the reply/update, it is appreciated!  The steps are obviously saving correctly somewhere, as I got my weekly status email, and it did show steps for every day from September 2-8.  So, I am hoping they are not lost forever!

[RiekoC]

Hello @penny26 

Since your weekly status email shows your steps for the time that you're not currently seeing in the Fitbit app, that indicates to me that your tracked data was successfully uploaded to your account on the Fitbit servers. Once the issue is resolved, I believe you will be able to see all your historical data.

[peppygirl]

I have done 2 updates this week to the Fitbit App and I still have the problem of no data since Aug. 26.  Why can't they figure this out?   Daily steps are being added to Lifetime steps, so the information is getting there then disappearing.  Soooooooooooooooooo frustrating.