Lost data on my Charge 5 after a soft reset

[AlecMcT]

Woke up this morning to see that - though time and date were correct on my Charge 5 - fitness data from yesterday had not been reset. I was unable to sync. End result after following instructions to soft reset was that I was again able to sync, but had lost all data from when the sync problem began yesterday evening. Support was no help this morning.

Here are the full details, for those who might find them helpful or have advice for how I might avoid a repeat of this unfortunate incident:

* Before reset attempts: Time and date correct, 6000+ steps displayed

* Soft reset via device menus (Settings / Restart Device) did not change anything - time and date remained correct, step count from previous day still displayed, new steps still being recorded, heart rate, etc. displaying properly, couldn't sync to phone

* attached device to charge cable

* pressed button on USB-A end of cable 3 times in succession

* Fitbit logo displayed (this did not happen when I restarted from device menus) 

* After restart complete, watch displayed time and date as 9:34 PM yesterday (which is apparently when the actual problem started) and steps had reset to ~5000

* Was able to synch to phone at this point, and displayed time and date updated correctly, but all data between 9:34 PM yesterday and 9:15 AM today was lost.

===> Device documentation / Fitbit help indicates that NO DATA SHOULD BE LOST when device is reset in this fashion (https://support.google.com/fitbit/answer/14194938?hl=en#zippy=%2Ccharge-and-charge)

* Device has been working and syncing correctly since 9:15 AM reset. Data appears to be permanently lost.

I don't expect to get that data back, but thought it would be worthwhile to record the details here for others who run into similar problems. Thanks.


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @AlecMcT. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the inconveniences you have had with your Charge 5 . We‘re taking your comments and sentiments in regards to our products and services into consideration. 

As you've mentioned, I've seen you contacted our Support Team before posting here and they've already tried assisting you. Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Fitbit device and also want to find a resolution to your issue, my best advice is to keep the conversation with our team. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

Thanks in advance!

[AlecMcT]

I am noting but rejecting your advice on keeping this between me and your support team. I'm surprised that the ticket is still open; the person I was talking to gave no indication that I should expect any follow-up.

I posted this to help others facing the same technical failing in Fitbit's hardware/software, to hopefully spare them the pain of losing their data if they find themselves in a situation like mine and follow the assumed-to-be-safe soft reset process.

I'm not holding my breath, but I'm hoping that Fitbit support people will eventually figure out the flaw documented here and update this thread with a workable fix that will be helpful for all.

[CissyM]

Same happened this morning (luxe). 

Software issues yesterday morning with device going off as soon as i plugged it to charge (battery about 50%) -> restarted by connecting to laptop and pressing charger button 3 times -> device continued tracking as usual. 

This morning, noticed time was behind by 1 hour -> worked out this morning (got up to 11400 steps and 80 active zone minutes), realised device wasn't syncing to app -> reset by disconnecting and reconnecting device to app -> lost all data from yesterday and today. 

There's nothing in all the community resources that reassures me that I'll get back my lost data, so thanks for putting this out... saves me wasting my time.