Heart Rate Data not syncing or displaying synced data

[Rraj2k12]

My Charge 5 has stopped syncing heart rate data or displaying synced data for more than a week. The Fitbit is reading my heart rate and the data shows in the App. But it has stopped syncing the data and now I am unable to see my heart rate trend data. I can only see the real time HR. All the other information is synced and is displaying in the trend data.

I have tried everything I can do to get the data to show up. 

1. Force Close App

2. Disconnect BT and Reconnect BT

3. Clear app data - Re-install app

4. Stop and start Heart rate from fitbit

5. Reboot phone/app/fitbit multiple times

6. I even reset the fitbit to factory defaults. 

Nothing seems to fix this problem. It did it once, and the data was displayed for that day, but then the next day it stopped displaying.

I tried FITBIT customer chat through the app, and this is a very unhelpful resource. As every time I tried to do something to reset the app/phone the chat I was on would disappear and I have to restart the whole process and explain everything all over again. I had to do this 4 times before I gave up on the chat support. 

[charleskn]

I am confused as to the actual problem, from your description. You say the HR data is not syncing or being displayed, but then you say the fitbit is reading your heart rate and the data shows in the app. More specific details might help to get you a helpful response. Screenshots could also help.

[Rraj2k12]

What I am referring to is the heart rate trend/historic data. When you click on the heart rate on the main screen it would take you to the heart rate data window.

In my app this data has not been syncing for the past two weeks. While the app reads the heart rate from the wearable, it does not seem to sync or show the trend/graph.  

[Shaft1856]

I'm having a similar issue with my charge 5. The heartrate just stops working and I have to reset the fitbit. But the problem returns about a week later. Whatever the issue is, seems to also be effecting my steps in challenges outside of my time zone. Customer service has been useless. They keep telling me the same troubleshooting things I already done. Or tell me challenges are recommended for same time zones only. They just read from a script and don't even listen to what you are saying. I keep telling them it's a reoccurring problem, but they want me to troubleshooting it again and accuse me of not following instructions, really!!! I just want them to replace the defective fitbit they sent me as a replacement. 

[charleskn]

I am curious to know if you record any exercise sessions (walking, running, etc) and if the HR data shows up in those.

I assume you are referring to the Android/mobile app, and that you have the latest app version on a compatible mobile device. 

Are you seeing things like sleep metrics? I am also assuming that you are seeing other indications that the tracker is syncing with the app, is that correct? It sounds like you see the app & mobile device connecting to the tracker and reading the HR data, and te app is just not displaying the HR graphs from previous days.

I would try logging out of the app. Clear the app cache. Then log back into the app. If that doesn't help, try manually starting and stopping an exercise session (walking for instance). After you stop the activity, you should be able to view the activity, and the HR graph in the exercise tile of the app.

[Rraj2k12]

When I track workouts, it does record heart rate and shows the heart rate trend. The app also syncs all the other metrics like steps, calories, and even Zone Mins. It just does not track heart rate and hasn't for a week now. It would just start doing it all of a sudden, after doing a whole song and dance of resetting, rebooting, restarting a bunch of stuff, but then it would stop the next day but cannot replicate the behavior. I do not track sleep.

If you see the screen shots attached, you can see the heart rate window has not been syncing my heart rate data consistently the last week or so. And when it does it's only when any one of a million steps worked that day and cannot be replicated.

But the heart rate data is available as it tracks my workouts. You can see there is heart rate data for my 'Weights' work out for Monday but no heart rate data. 

Heart Rate WindowWorkoutWorkout - Heartrate

[charleskn]

Unfortunately with the low resolution of the screesnhots, I can't compare days without a HR history to days with exercise. I am assuming that there are days with no HR history and yet you have HR data in the exercise activity. I have had no such issues with my Galaxy S10 and Charge 5, so I am assuming that the basic code behind things is sound, and that something is messed up in your specific case. So some questions and suggestions:

• For a day when the app is not showing the HR graph, can you see your HR data in the main web dashboard?
• What model of mobile device and version of operating system?
• What version of the Fibit app and tracker firmware?
• Have you tried resetting the Charge 5 tracker with the charger cable and the "push the button three times dance"?
• Assuming all the above is good, maybe try uninstalling, and re-installing the app.

After this I can only recommend contacting customer support.

[Rraj2k12]

Thanks for some of the recommendation,

1. That was a good recommendation, my MR data history is available via the web dashboard. Just not the App.

2. Mobile device is a Samsung Galaxy Fold 2 (Android 12) - Have had this phone for 2 years

3. Fitbit app version 3.69 - Tracker FW 57.20001.171.50

4. Yeah, I have tried all forms of resetting the app and the wearable, including via the charging cable. Once in a blue moon, one of those stops will make the data sync for one day and then will go back to square one. 

[charleskn]

Sounds lie you have all the right stuff. It looks like the data is there, and the app is failing to render the data. Since you're having a sync issue and an issue displaying data that's in the fitbit servers (which you can access via the web UI), I am wondering if there is something getting in the way of your connection to the server, like a web proxy, VPN or something else. There are lot's of posts here about VPNs screwing up the connection to Fitbit.

I have also gotten the impression that some seem to be having issues with the newer Samsung phones. Did you have an older Fotbit that was working before, or this all new?

I find it hard to believe that no moderators have chimed in. I'd be reaching out to the Fitbit support folks.