Heart rate graph not loading

[judereadsbooks]

I got my Charge 5 about a week ago and have been having problems with the heart rate graph. I can see it on the dashboard but not on the app. Zone minutes and steps are recording fine, it's just the heart rate graph. I've tried uninstalling the app, clearing the cache and storage, restarting my Fitbit three times in a row, restarting my phone. Nothing is working. I'm at a loss. It happened before and I was able to fix it by restarting the Fitbit but not this time. Help please!

[DavideFitbit]

Hi, welcome back to the Community forums, @judereadsbooks. 

I appreciate all the information that you've shared about the difficulty you're experiencing with your heart rate graph and the troubleshooting steps that you already tried. 

Let me know of you've been having issues to sync any other information, like steps or calories, or if it's only happening with your heart rate. Are you also able to see your heart rate on the device without any problem? 

If you haven't done so already, please try the following steps that have been useful for other users: 

• Force quit the Fitbit app. 
• Turn Bluetooth off and on. 
• Open the Fitbit app and sync again

In addition, I recommend that you try restarting the device using the three pulse restart method, instead of the restart option found on the device's settings: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having any issues, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

I'll be around. 

[charleskn]

@judereadsbooks I am wondering if somehow the heart rate tie was deleted from the Fitbit app. Do you see the HR tile in the app's dashboard (simiar to the sleep tile)? If not, there should be an icon in the app's upper right corner to edit the "app dashboard", which will allow you to add/remove the various tiles (sleep, activity, etc).

[judereadsbooks]

I did all the steps and the heart rate graph is still appearing sporadically. Any other thoughts? This is so frustrating. 

[charleskn]

It is frustrating 😏

As a first set of steps:

• Try forcing your app to close on your mobile device.
• Clear the Fitbit app cache from your mobile device's apps settings
• Relaunch the Fitbit app

You could also try deleting the Fitbit app and re-installing the app.

[DavideFitbit]

@judereadsbooks Thanks for confirming that you already tried the steps suggested. 

Please let me know if you continue to have the same issue after the steps @charleskn mentioned here earlier. This has been useful for other users as well. 

I'll be around. 

[judereadsbooks]

I followed all the steps he mentioned and the graph is appearing more regularly but still isn't a few days out of the week. I can see it on my online dashboard so I know it's recording. I'm not sure what to do. 

[charleskn]

Can you tell us what OS version is running on your mobile device, Fitbit app version and Charge 5 firmware version?

• Your phone OS (Android or iOS) version should be under the phone settings.
• The Fitbit app version should be under Help & Support, under your profile (your photo in the app).
• The Charge 5 firmware version will be under the Charge 5 settings (swipe down to Settings).

Cleary the data is being synced to Fitbit, since you see it in the web dashboard.

I assume you're talking about the heart rate tile on the app dashboard, and not the heart rate graph for an exercise. Is that correct?

Could you post a screenshot showing the missing data? I know it's not there 🙂 I'm just trying to make sure we're all on the same page (part of the app).