My app is showing Monday's tracking but not the heart rate

[Bag_puss]

Hi all,

I went to the gym Monday and completed 1 hour 40 on the rowing machine.  During my session I checked my heart rate and at one point it said 143 bpm.  However, when I sync the app it shows all my activity, steps, exercise etc but not the heart rate.  for some reason the app doesn't show ANY heart rate recordings for Monday.  All very odd.  I took the watch off to swim, sauna etc (as FitBit say to do so) and put it back on later in the evening.  Is this an issue anyone has experienced?  Thanks for reading.

Moderator edit: Clarified subject

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for bringing this up and sharing those details on the situation you experienced.

In this case I'd like to recommend that you try to log out of your account and then log back in. That will force the app to reload all information from the servers. In case something was not synced correctly, logging back in will get it to display properly.

In the meantime I'd like to ask you to share a screenshot of what you are seeing in case the situation continues. That way I can better understand what is going on and find the best way to move forward.

Please keep me posted on how it goes!

[Bag_puss]

Thanks. Below is my screen shot with no heart rate for Monday but also my
daily total which clearly shows I did 113 minutes of exercise. All very odd
but I will log out and in again to see if it works.

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for your reply and sharing those details.

It seems like the screenshot didn't come through. Could you try posting it again? Be sure to do so directly on the Forums by clicking on the Photons button on top of the  text field when you are typing your reply.

Please also let me know how the log out and log back in works. I look forward to your reply.

[Bag_puss]

[Bag_puss]

Hi, it seems that Monday was missed completely although my status page clearly shows that it was tracking activity. I logged out but it didn't do anything. 

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for sharing all of those screenshots. 

It definitely seems like something caused the HR to not sync over for Monday. I'd like to ask you to keep an eye on it today (Monday) and let me know if it happens again. It could be that it was a one time thing but I want to keep an eye on it since we have the opportunity to check on that.

Let me know if there are any further questions.

[Bag_puss]

Thanks, so far this week, so good.  Will keep you posted.

[LanuzaFitbit]

Hello @Bag_puss.

Thank you very much for that update. I'm glad to read that it's going good so far.

Be sure to visit one of our Discussion boards if you ever have the time. Lots of different topics to talk about with other users of the Forums. Maybe something will be interesting to you.

Let me know if there are any other questions I can assist you with.

[Bag_puss]

I must have spoken too soon! As you can see from the screen shots my HR was not tracked Thursday afternoon/ evening to Friday lunchtime. However, my steps were! Clearly if I'm wearing the watch then the steps are tracked so why not HR. This Fitbit must be faulty, can I please swap for a new one?

Accidently said previous message solved my issue but clearly not!

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for letting me know that it happened again and for posting those screenshots.

My question in this case would be if you could see HR data on your Fitbit itself during that period of time. 

Since it appears to be the Fitbit itself that is not tracking the data properly, let's try cleaning the HR sensor. Sometimes dust or other particles can get stuck in front of the sensor and cause the reading to be off or for there to be no reading. You can clean it with a damp piece of cloth and then dry it with a dry one. That should do the trick.

Keep me posted on how it goes or if you have any other questions.

[Bag_puss]

Yes I can see my heart rate as I check it throughout the day. The watch also gets washed daily either after my gym session or in the morning so there is no dust. It's gone crazy this weekend too (today's 20 odd mile ride). Will post screenshots. It shows that I exercised this morning but the HR is not showing. I charged the Fitbit overnight and put on about 7am this morning yet nothing showing. The main page has updated but not the HR page. I've synced the page about 3 times and nothing....

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for those screenshots and clarifications.

I'd like to ask if you have live data turned on at the time? If not, please try turning it on. You can click here to read more about how to do it. That should be useful so that you can see on the app itself if the HR information is being tracked and sent over to the app. That could shed some light into at what moments the HR is not syncing to the app.

Keep me posted on how it goes or if you have any other questions.

[Bag_puss]

Okay so a similar thing has happened this week. Tuesday I went to Body Pump first thing in the morning and the exercise is showing as 46 minutes on home page. However, when you go into individual pages of exercise it is not showing. I'm going to try and return tomorrow as this is getting annoying now. There is obviously something not connected correctly inside the watch. Annoyed

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for bringing that up. 

In this case I'd like to ask you to let me know what Fitbit are you using to track your activities.

In the meantime please try to uninstall the app and then install it again. That should help in case something was not installed correctly. If that is the case, reinstalling the app should get it all to display properly.

Please keep me posted on how it goes or if there are any other questions.

[Bag_puss]

Hi, it is the FitBit Charge 3.

I was told to uninstall and reinstall the app previously which I did.  I've done it again so will see.  I shouldn't have to keep doing this?  Anyone else having the same issues?  I've printed our conversation (as proof of issues) so that I can take the FitBit back to the shop and ask for a replacement.  This way whoever looks into the device can look at the problems experiences and work out what went wrong.

[LanuzaFitbit]

Hello @Bag_puss.

Thanks for letting me know that you had already reinstalled the app and that you'll try it again.

Do keep me posted on how it goes this time. I couldn't find any mentions of the app being uninstalled and reinstalled and that is why I asked you to try that.  

I look forward to your reply to see if the issue is resolved. Let me know if there are any other questions.

[Bag_puss]

Hi

I think I started another thread and was told to uninstall and reinstall the app which I did and nothing changed, I still experienced missing data at that time.

It missed data again this week even after syncing and so I spoke to the company I bought it from and they offered to swap it for me which I have done. I used it in the gym this morning and it has synced and recorded all data and everything. I'm so happy in less than 24 hours. I honestly think that my original Fitbit wasn't working properly so I'm hoping all is sorted now. Thank you for your assistance x

[LanuzaFitbit]

Hello @Bag_puss.

Thank you very much for your reply and for letting me know that it was exchanged.

I'm very glad to read that the new one you got appears to be working properly. I am sure that it will continue working without any hiccups.

If you have the time, be sure to visit one of our Discussion boards. Perhaps you will find some topic in there that piques your interest. 

Let me know if there is anything I can help you with.