Past weeks of data disappearing.

[ekeefe41]

I have done multiple google searches, and performed the following steps

• Check the connection: Make sure the Fitbit app is connected and synced to your device. 
• Check for updates: Make sure your Fitbit app and mobile device are running the latest software version. 
• Wait a bit: Data syncs can take up to 24 hours to appear in your account. 
• Reopen the app: Try logging in to the app instead of joining Fitbit. 
• Check your email address: Make sure you're using the same email address you used when you first joined Fitbit. 
• Restart your device: If your device isn't syncing, try restarting it.

Still multiple weeks of data are gone, many of the old threads say to check the web dashboard and see if the data exists there, but yeah... that does not exist any more. 

Any idea's for help would be great, thanks

---

Also did this

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to sync your device again and check if you're able to see your data. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

[ekeefe41]

Also did this

• Log out from the app.
• Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
• Restart your phone. 
• Log back in to sync your device again and check if you're able to see your data. 
• Try to set up your Charge 5 as a new device in your account if you're still having the same problem. 

[RiekoC]

Hello @ekeefe41 

There's a known issue on the Fitbit side affecting data syncing. From the user reports I'm seeing, it's not just between the Fitbit devices and the app, but also appears to affect syncing between the app and Fitbit servers housing user historical data.

I've seen recent Moderator posts acknowledging the syncing issue and saying that the team is working on fixing the problem. It's a major issue affecting multiple Fitbit devices, including the Pixel Watches.

For now, there isn't any troubleshooting we can do from our side. I expect that when they fix the syncing problem, we'll see all our historical data again.

[ekeefe41]

Thank you for the update 

[MrBosco]

Am experiencing this also - exercise data specifically is disappearing in the Android app for past weeks.  Have reported this to Fitbit support and was advised to update my app (which was already up to date by the time I was advised to do so) and the issue was not resolved following the update.  Very often when I tap on 'Exercise Days' -> 'Month' and go back to last month I can watch another day or two of exercise data disappear from the app.  There for a second, then gone.

Have tried to export my data using Google Takeout but the data associated with exercise events was not exported successfully.  This is a big problem for me as I intended to use that exercise data in conjunction with data from other sources to do some analysis on the effects of exercise on diabetes management.  If I'd known this was happening I would have exported my data weekly - now I fear it's lost and data gathered from several hundred euros worth of Continuous Glucose Monitor sensors can not longer be correlated with exercise data.  This is... disappointing.

I would kindly request that if anyone else is experiencing this issue that they raise a support ticket.  This kind of thing won't be fixed quickly unless the company are spending more on support staffing hours in dealing with this problem then the cost of fixing the problem itself would cost.  No money wasted on support labour, no cost to the company if they drag their heels, no fix any time soon.  Very many squeaky wheels get much expensive grease and can motivate a corporation to invest in squeak-proof wheels.  If anyone else is seeing this bug, please do a little loud squeaking.

Also two CGM sensors (a month's worth) cost more than a Fitbit.  Does anyone know if this kind of stuff happens with Garmin devices?  Is there any realistic prospect that Fitbit will get their act together or should I just switch now?

[RiekoC]

Hello @MrBosco 

As you noted, the 4.26.1 Android update didn't fix the exercise data syncing issue.

I've seen several Moderator posts after the 4.26.1 update started rolling acknowledging the issue with exercise data and that the team is working on fixing the problem. A Moderator post from yesterday (02 Oct 2024) stated that an app update will be rolling out in the next few days. Please keep checking the Play Store for the update.

Regarding your historical data, I believe this will get resolved and you will see your data again. As far as I know, there hasn't been any loss of data from users' accounts that were previously uploaded to the Fitbit servers. Like you, I watched my exercise data disappear. Mine did finally show up again.

[MrBosco]

Very many thanks for taking the time to respond @RiekoC 

I'm delighted to hear that this is being taken seriously.  That data is very important to me.  Some day, it might be very important to scientists studying a wide range of health conditions.  The data export facility that might enable a person to voluntarily hand over years of data about their exercise activity to a health researcher might be extremely valuable in helping to pick apart the factors that may cause, or prevent, many illnesses.  That makes it important to everyone.

[RiekoC]

You're welcome, @MrBosco .

I know the Fitbit issues are taken very seriously by the team, some of whom I got to meet earlier this year and who are also Fitbit users. If there was a way to get the problems fixed reliably faster, I'm confident that they will do it.

As you said, the tracked health & activity data could be extremely valuable in the near future to help us all have better and healthier lives.