Missing Steps Data

[PeterH62]

I am a long time Fitbit user and currently have the Charge 2 device. I have had a spell where I have not checked the app on my Samsung S8 for some time but today decided to do so. To my dismay after synching there appear to be large gaps where my steps have not been recorded.

My phone is always with me and set to automatically synch so I naturally assumed this was being done. I have tried force synching several times but still no sign of those missing steps. Have I lost that big chunk of data for good?

Thanks for any advice.

Peter

[LanuzaFitbit]

A very warm welcome to the Forums @PeterH62! 

That sounds very bothersome and frustrating, let's check on it.

Could you take some screen shots of the gaps that you mentioned and then post them here? That will help me better visualize the situation.

Also, are the total steps on your app the same as in the tracker or not at all? If they are not the same, please let me know what is the total number of steps that you have on your tracker along with the screen shots.

Look forward to your reply. 

[PeterH62]

@LanuzaFitbit

Many thanks for getting back to me on this. The screenshots of two of the days in question are attached.

On the days in question there are no steps logged at all on the app but on the tracker they were logging correctly. I couldn't tell you the number of steps because I never noticed the problem at the time and only spotted it when looking back over the data.

[PeterH62]

Further to this I have just noticed that the Dashboard now always shows my sleep time as 7hrs 14mins and weekly exercise as 2 of 5 days and my 250+ steps per hour as 3 of 12 (see screenshot attached) which is the sleep data from yesterday and the 250+ data from today so far. 

If I click on the tile it displays the correct data except for the dates between the middle of October and January 9th where it seems nothing is logged at all. So my initial problem seems far worse than I thought!! 

[LanuzaFitbit]

Hey @PeterH62.

Thanks for those pictures.

I'd like to quickly address your second inquiry. In this case, that is the way the app is supposed to work, so no issues there. The only tile that cycles through the days is the main one (the one at the top). All of the other tiles only display today's information. To get the information for older days, you have to tap the tile and go into that section of the app.

As for the steps not being logged, that seems quite odd as the trackers are supposed to store minute-to-minute data for 7 days and overall data for 23 days after that. It could be that for some reason the steps didn't save. Perhaps the tracker was restarted in some way and it forgot that information. 

It is not possible to recover data that was lost like that, but you could manually log steps into those days so that you have data for them too. You could try to log an estimate based on your average daily steps. 

For the future, there are several things we can try in order to prevent this from happening. Other than manually syncing the tracker, it should automatically sync whenever you open the app. So opening it daily is a good idea.

Additionally, you can turn on 'Always Connected' by going to the account tab and then accessing the tracker's settings. Always Connected will cause the tracker to automatically sync with the phone even if the app is not open, however it would mean that you need to keep your Bluetooth on and thus both devices would consume more battery juice.

Hope this helps out! Feel free to let me know if you have any further questions.

[PeterH62]

Many thanks for your explanation of the tiles issue. I was not aware of that.. is that new as I am sure previously if I cycled back through the days it displayed each days data.

With regard to manually logging the steps I did manage to discover this myself although you can't actually log the steps but have to log the distance so I have been using an average like you suggested to do this and then the steps appear once I save it. One annoyance with this is if you go to the day you want to manually record for when you then click the stopwatch it brings up the screen for logging data but defaults to the current day rather than the day you were wanting to add the data for. That caught me out initially and I added data to data that was already there.

My app is already set to automatically sync but thanks for mentioning it.

Thanks again.

[LanuzaFitbit]

Hey @PeterH62.

Glad to hear that my lengthy post did help out in something! 

The situation with the tiles has been like that for quite some time, since the app changed to that design. Perhaps it never jumped to your attention before? 

Anyways, if you have the time maybe you could visit our Discussion boards. Lots of different topics to talk about in there.

Hope to see you around.