App and Blaze not showing the same information

[Petram92]

The app isn’t recognizing all the information on the watch. Things like:

-active minutes aren’t being recognized. 
- not recording sleep

What do I do?

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Petram92 Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned. It's pretty weird that your active minutes and sleep isn't syncing to your account. 

I would like you to restart your Blaze. After this, log out from your app and force quit it. If you're still experiencing this, check if your active minutes are showing in your Blaze but not transferring to your account; If you're seeing this, provide me with a picture of this. 

Regarding your sleep not being recorded, check the following:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know how it goes. I'll be around if you need further assistance. 

[CJWildWest]

My boyfriend's Blaze is doing this too. His discrepancy is with active hours. His Blaze may say 14 hours active, but his app only has 4. I've had him try the reset/logout/force close steps, he logged back in and did a manual sync with no change. He's also having issues with his heart rate not reading, but I did some troubleshooting there, and it seems to be working for now. Do you have any more suggestions?

[Sneezy2nit]

My Blaze is doing the same, not syncing the active minutes, no pulse, not recording sleep, no longer automatically syncing, & those are just the things I have found missing.

i have done all the suggested “fixes” still no change.

[SilviaFitbit]

@CJWildWest and @Sneezy2nit Welcome to the Community! Thanks for the details mentioned and the troubleshooting tried. 

Sorry for the delayed reply. Regarding the hourly activity tile that's not matching, we’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

If heart rate is still not working, please confirm you've tried the tips mentioned in this article: Why don't I see my heart rate on my Fitbit device?

@Sneezy2nit Hey, thanks for the troubleshooting tried. I would like you to confirm you've tried the tips mentioned above for your heart rate not working on your Ionic. Regarding your active minutes, please check this article about how active minutes are tracked. Have you tried this syncing troubleshooting? 

Additionally, please reply to the following questions: 

- What type of activities you're doing and not receiving active minutes?
- Are you getting normal sleep and not sleep stages?
- Which mobile device do you have?

Keep me posted. 

[Sneezy2nit]

Yes I have tried ALL the troubleshooting suggestions. I have also done the troubleshooting syncing advised.

1 What type of activities I’m doing that are not Syncing:

Walking/any activity for the hourly steps.  My Blaze is counting them but they are not syncing.

2 

- Are you getting normal sleep and not sleep stages?  

No I’m not getting any of the sleep stages but I may get an occasional one but it is not the detailed like I used to get.

- Which mobile device do you have?

I have the Apple iPhone 7plus

[Sneezy2nit]

Update:

I just added fitbit app on an android device (Galaxy tab) and the hourly activity is exactly the same as my Blaze.

the IOS (iPhone 7plus)  still does not

[CJWildWest]

We're using Android, and they're not matching up at all. I just realized mine is also having issues with this too, lol! I don't usually pay much attention to it, because I have to put my pebble in my pocket at work. It's rarely accurate, but at least it usually matches!

[SilviaFitbit]

@Sneezy2nit Thanks for getting back. I appreciate that you confirmed the troubleshooting performed. 

I've shared your post with our Support team and they will continue assisting you, please keep an eye on your email inbox. 

@CJWildWest Thanks for getting back. Regarding the hourly activity tile that's not matching, we’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

I'll be around if you need further assistance.