Steps and heart rate data are not displayed on the Sense screen

[alden8]

I am installing Sense clockface Clean Cues on my watch https://gallery.fitbit.com/details/85bf1536-4343-4046-a52b-ac9385bf1536 and steps and heart rate data does not appear on my watch screen.
- I install clockface with disabled permissions
- after clockface Clean Cues appears in my watch, I turn on all permissions (activity, group storage, heart rate)
- several 5-10 minutes pass, but my watch does not have steps and heart rate data
Can you please tell me why the steps and heart rate data are not on the clock screen?

Moderator Edit: Clarified subject

[SilviaFitbit]

@alden8 Hi there. Thanks for the detailed information shared and the picture attached. 

Let's try the following troubleshooting: 

- Change the clock face to a Fitbit one 

- Sync your watch

- Change back the clock face to Clean Cues but make sure you accept the permissions before installing it 

- Sync your Sense and monitor its functionality 

Hope this helps. 

[alden8]

@SilviaFitbit Hi Silvia! Why does clockface not immediately see permissions enabled after I enable them in my smartphone in clockface settings? If I have the ability to install clockface with disabled permissions, is it logical that clockface should see enabled permissions immediately after enabling them?

[SilviaFitbit]

@alden8 Thank you for getting back.

When your Fitbit Sense syncs to your account, the settings should be updated. However, if it's not updating, this is why it's recommended to follow the troubleshooting mentioned above. May I know if you have performed the steps described previously?

Hope this helps. 

[alden8]

@SilviaFitbit Hi Silvia! 

It would be more user friendly if permissions is fetched on it’s own after sync job without any user interactions.
I tried few more apps and found that they have the same problem. It seems to me that this is wrong. It would be more user friendly if permissions are fetched on it’s own after sync job without any user interaction. Does Fitbit aware of this issue?

[SilviaFitbit]

@alden8 Thank you for the details mentioned. 

May I know if you're experiencing this with third-party apps and clock faces? or if it's happening with Fitbit clock faces and apps too. 

Hope this helps. 

[alden8]

@SilviaFitbit Hi Silvia,
Thank you for getting back to me so quickly. Looks like this issue is easily reproducible with Fitbit apps and clocks as well. Basically any clock or app installed without permissions will have this issue. I verified this by installing "Sp02 Waveform" clockface, without enabling permissions during first install. Unless users aware of troubleshooting technique, it's impossible to make this to work. Please don't hesitate to reach out should you have any questions.