Sorry this message is a bit long but has anyone come across an ECG app issue which seems to be directly linked to the user account?
I'm now in to week 5 of ownership and ECG App is still not working. Now up to my 5th Fitbit Support case number but still no one over in the company has any solution. To date the only solution suggested (repeatedly over the 5 case numbers!!) has been 'delete and reinstall the App'. Have done this dozens of times now and it still doesn't work. Hopefully, someone technically minded here might have come across this issue before.
We are reasonably tech savvy, so with zero advice or instruction from Fitbit Support, my Husband and I conducted our own logical troubleshooting. From this we have established these facts:-
- The only issue is with the ECG app (it appears to run as an independent sub app .... so assume it is microservices architecture). Every other aspect works perfectly with the Charge 5 attached to my account on home wifi.
- The issue is software, or possibly account, related not hardware. ECG app does not work while on home wifi (although every other aspect of the app is fine).
- However, the ECG app works perfectly if I turn off wifi and run it on the cellular network. It also works perfectly on wifi at shops and other locations. This made us think it was an issue with our wifi modem / router. BUT ...
- The ECG app works perfectly on our home wifi IF we attach the Charge 5 to my husbands Fitbit account.
- After dozens of attempts we have been unable to achieve a true 'clean' reinstall of the app. Fitbit support have even argued with me to say that the steps they have given to us means there can't be any data being carried over; but this is categorically not true.
- As I'm new to Fitbit I wasn't allowed to set up a direct login to Fitbit (as my husband has); I had to do it through my Google account.
- I am convinced that it is the Google account that 'remembers' me and is automatically reinstalling certain settings (including whatever is causing the glitch or conflict with the ECG app). The reason I believe this is, even though I do a full delete and reinstall as per Support's instructions, when setting up the Charge 5 again as soon as it attaches to my account, previous data loads in. Furthermore, and more importantly, the app does not require me to go through the verification process of Age etc in order to use the Heath Assessment section, as it did the very first time I set up the watch. The fact that it already knows that this permission has been given here proves certain settings are being imported automatically.
- I've even tried to be sneaky and set up a new Google email account and use this to set up the Charge 5 after carrying out a full delete and reinstall. However, again Google is too smart and recognises me (I guess via the phone) and only gives me an option to 'add' this new email profile to the account rather than treat it as a new customer.
I have explained all this (in even more detail about the troubleshooting steps etc) to Fitbit Support but they seem to ignore this ... perhaps they just have no answers.
They have now told me to return the pebble and they will send a new device as a replacement. If that is their next step, I suppose I will have to comply and go through the process but I have zero confidence that this is going to make any difference as the troubleshooting we've carried out clearly demonstrates that the device works perfectly under different circumstances.
Has anyone in the community seen this type of 'account' conflict before?
Thanks for reading and I hope someone can help me
Margaret
