Unable to access heart rhythm report ECG

[Hormonally]

Keep getting  message below when checking heart rhythm report.  Tried uninstall and restall Fitbit and ECG app.  Restarting watch. Reconnecting sense to app. As recommended by customer service.  Contact them again this morning told they were aware of issue and should receive an email within the hour.  Any suggestions appreciated.  Only had watch 10 days and only purchased for ECG.  So feeling fobbed off and disappointed.    

Oops! Something's not right...

We're experiencing an internal server problem. Please try again later or contact support

[Grayeye62]

Mine did the same thing. It turned out to be that I hadn't finished verifying my email. Look at your old email and one will say verify email account. Hope this helps.

[Hormonally]

Thanks... But didn't work for me.  Tried changing my email address too but no joy....

[Rich_Laue]

At what step do you get the error @Hormonally?

Does this error occur after pressing the Export for Doctor? Or when pressing the Got It or the Download button? 

[Hormonally]

Hi Rich @Rich_Laue 

The error appears after pressing the view results button.  No report is generated.  

Attached is a screenshot of error page. 

 

[SilviaFitbit]

@Rich_Laue @Grayeye62 Thank you for your input on the thread. 

@Hormonally Welcome to the Fitbit Community. Thank you for the details mentioned and the screenshot shared. I've shared your post with our Support team and they mentioned that you already have a case with them, please continue the communication through email, they'll be happy to assist. 

I moved your post to the Android board because it's more related to the topic. 

Have a great weekend. 

[2331derr]

I am having the same problem as above. I have tried all the same solutions.

[SilviaFitbit]

@2331derr Welcome to the Fitbit Community. Thanks for the troubleshooting tried prior to posting. 

Please perform the following troubleshooting: 

• Turn off Bluetooth.
• On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
• Then, go back to the previous screen and tap “Force stop”.
• Reboot your phone.
• Restart your Fitbit device
• Open the Fitbit app and sync your device.

If you keep experiencing this please let me know the Fitbit device model that you have. 

Let me know how it goes. 

[2331derr]

I have the Sense - the only one with ECG.  After the recent firmware update I lost the ability to view ECG results under Heart Rhythm Assessment.  I get the same "Oops! Something's not right... We're experiencing an internal server problem"  as above.

In addition to the above troubleshooting I have:

1. Reset the Sense and paired it to another Android phone, a Google 3aXL with the same error.
2. Reset the Sense and paired to an Ipad with the same error.

Everything else is working normally and I can obtain an ECG with the analyst on the watch of "Normal Sinus Rhythm".  I am a physician and the rhythm strip is accurate.  I would like to regain access to the PDFs.  Hard for me to recommend to patients if it doesn't work.

[SilviaFitbit]

@2331derr Hi there. Thanks for the troubleshooting tried and the detailed information shared. 

I see how important for you is to check this information. This incident was resolved on December 30th, please double check your app again, it should be resolved by now. 

Have a great week. 

[michelnederland]

I have exactly the same. Clear cache, stop and reboot both devices did not help.

[SilviaFitbit]

@michelnederland Hi there. Thanks for the troubleshooting tried prior to posting. 

Keep in mind that the ECG results don't appear immediately, it takes at least 10 seconds (and up to 10 minutes) to see the ECG results in the Fitbit app. Please confirm that you're connected to Wi-Fi. 

If you keep experiencing this, force quit the app and manually sync. 

Let me know how it goes. 

[michelnederland]

I did work before. I know how it works and what to expect.

I cleared the cache, rebooted phone/watch, removed/reinstalled the app from both the watch and my galaxy z-fold2 and the error is still the same.

In the screen below you find the error. When I press the help link I get another error 😉

[michelnederland]

Oh and I tried i both in Dutch and English

[SilviaFitbit]

@michelnederland Thank you for the screenshot attached. 

We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Thank you for your understanding.

[schneidernet]

I have this issue now too. Done the deleting rebooting steps. Still will not download report although used to. Support says my phone is too old. Nope. Tried it on my tablet. Nope. guess it's too old too. I hate "blame the" customer support.

[SilviaFitbit]

@schneidernet Welcome back to the Fitbit Community. 

Thanks for the details mentioned and the troubleshooting performed prior to posting. Since you mentioned that you were in contact with our Support team, it's recommended to continue the communication with them, they will further investigate it and provide an appropriate solution. 

See you around.