Heart rate not showing for the whole exercise log

[myriam4psi]

Hi!

So, I went to some really intense Bikram Yoga class. I logged my exercise as always. I synced with my Iphone 7s plus. When I look at my exercise log, my heart rate only appears for the first few minutes of the class, and then it stops. 

Please note the following:

- I believe my heart rate was tracked during the class because the calories burned are shown as usual, and they use heart rate to calculate them. 

- My tracker was fully charged.

- My Iphone is fully charged.

- Both devices are fully updated.

- I tried syncing a few times, reboot the app, reboot the phone, syncing again multiple times.

Very mysterious!

See print screen attached.

Thank you!

Myriam

Moderator edit: Clarified subject

[FerdinandFitbit]

Hi there @myriam4psi. Great to see you in the Community Forums! 🙂

That does seem a little weird. What I can think is that for some reason your heart rate monitor stopped tracking maybe because your tracker was a little loose or it was moving a lot on your arm.

I can recommend restarting your tracker. You can easily do this by pressing the left and lower right buttons for 10-12 seconds. This will make your tracker to reboot. This is just to make sure that it's not the tracker itself that is failing to pick up your heart rate and if you could, try logging this same activity or any other one and make sure to have your tracker a little tighter just to ensure that will read your heart rate signal correctly and see how it goes.

Let me know if you need more help with this!

[myriam4psi]

On the contrary, I believe my heart rate WAS tracked because the calories burned graph is fine and, also, on my online dashboard (on computer) the heart rate appears for all the duration of exercise... It just does not appear fully on my Iphone.

[FerdinandFitbit]

Oh, I see now @myriam4psi ... Hmm, that's pretty strange.

In that situation, have you tried to log out of the app and log back in and see if the heart rate for the whole activity appears? If that doesn't help, you could try to uninstall and reinstall the app and log back in and see if that makes any difference.

[myriam4psi]

I've just tried that, but it did not work.

It's not the end of the world as I can access my full results on the Web, but I still find it strange!

[FerdinandFitbit]

Hmmm, strange. I'm very sorry about that @myriam4psi. Thanks for giving it a try though and for being patient.

If you're okay with seeing the full heart rate info on your computer, I guess that will work by now and I'll try to see what could be causing this and if I find any workaround or fix, I'll be sure to let you know.

Anything else you may need, let me know and I'll be happy to help!