Phone app not syncing with Fitbit web site

[Sunford]

The Fitbit app on my Samsung Galaxy S8 is no longer syncing data to the Fitbit web dashboard. Last completed sync was on Wednesday October 18, at 9:10AM US Eastern (15:10 GMT+1).

The device (Ionic) is syncing to the phone, no problems there. But the data isn't pushed through to the web/cloud storage, which means that when the device storage "empties" after midnight all my tracker data is lost.

I've discovered that when I add activities from the web dashboard the data syncs BACK to the phone app. But not the other way around, which used to work perfectly fine until last Wednesday.

I found a new version of the app on Google Play and downloaded/installed it, but no change. Also tried uninstall/reinstall of the app, restarting my phone, changing the internet connection. No recent changes / updates in Android on my phone.

I'm now assuming there's some bug on the web / cloud storage end, but could also be a latent issue with the phone app I guess. Up to Fitbit to find out...

[LanuzaFitbit]

Welcome to the Forums @Sunford.

Thanks for trying all of those steps before posting.

Given that no data is stored locally on the phone, everything should show up in both ends. I'd like to ask you to try logging out of both ends and then manually logging back in, make sure to manually enter your email address and password on both ends. That should force everything to be reloaded from the servers.

As for the information not storing past midnight, are you referring to the data on the app or on your Fitbit? If the latter, the data is stored for up to 7 days as minute-to-minute data and an additional 23 days as overall daily totals. If the former, could you share some more insight into what is happening and how you noticed?

Let me know if you have any further questions.

[Sunford]

Thanks for replying. Signed out of both app and dashboard now, logged back in, but no sync success afterwards unfortunately.

What happens with my data: during the day the Fitbit syncs to the phone app, I see my steps, calories and so forth. Not activities, obviously those are identified in the cloud / web server and pushed back to the phone (when it works). The next morning, the previous day's stats are wiped from the phone app - 0 steps, 0 stairs, 0 kms, 0 calories.

[LanuzaFitbit]

Hello @Sunford.

Thanks for clarifying the situation. 

Could you share some screenshots of the app showing as 0 on the phone? I'd like to take a closer look at what is going on.

Is there a possibility that you logged using a different email address on either end? Maybe that's why the web Dashboard is not showing the data.

Look forward to your reply.

[Sunford]

Definitely logged in with the same user/email and password both places. Given that the activities I've been adding to the dashboard lately have synced back to the phone app, it has to be the same account both.

Here's a screenshot of yesterday's stats, as they appear today.

Throwing in a shot of the settings page with the sync function.

[Sunford · Accepted solution]

I'm embarrassed to say this, but a simple restart of the phone fixed the sync issue. I know I did that pretty early in the process, but it might have been before upgrading the app or reinstalling it.

So there you have it, a solution if somebody else reports the same problem...

[LanuzaFitbit]

Hey @Sunford.

Thanks for that screenshot and letting us know that the restart worked! Glad to read that, I'll be sure to keep it in mind to let other users know about it.

If you have the time, perhaps you could visit one of our Discussion boards. Lots of different topics to talk about in there with other users, maybe you will find something that piques your interest.

Let me know if you have any further questions.