Charge 6 - ECG Report Download Not Working

[Bill_209]

I was able to complete an ECG test and create a report that shows up as a notification but, when I attempt to download the report as a PDF file, it indicates "Downloading" endlessly and never completes.

Any idea why this is happening?

Moderator Edit: Clarified subject

[Bill_209]

The Customer Service support team just informed me that this issue is caused by a software bug, so I hope that they resolve the bug soon, because the ECG Report is the only thing that makes the Charge 6 any better than an Inspire 3.

[Bill_209]

I am seeing forum posts from several people going back at least two months and several App SW versions regarding this same issue and most of them are STILL unresolved, with the exception of someone using a mirror site to download a much older App SW version that reportedly 'fixed' the problem.

Really, Google!  People have to use mirror sites to find SW that gets their devices working again because you take several months to fix bugs introduced in the newer SW versions that affect key device functionality like ECG?

What the heck makes this a Premium user experience?

[Bill_209]

Not encouraged to see that this ECG PDF report download issue has been happening since about mid-September and App 4.25 was the last known version that actually worked for ECG Report downloads.

https://community.fitbit.com/t5/Android-App/Charge-6-won-t-download-ECG-PDF/td-p/5670871/highlight/t...

[MarioSFitbit]

Hi @Bill_209 ! Welcome back to the Community ! 
I'm sorry to hear that your ECG report download is not working. 

Our team is aware that some users are encountering difficulties downloading the ECG results. 
They are looking into this and will work on a solution. 

Hopefully it gets solved soon. 

[Bill_209]

@MarioSFitbit , thank you very much for your response and the confirmation that Google is working to resolve this problem.  

Three months is a very long time for a SW bug involving a key consumer electronics product feature like ECG functionality to be left unresolved in my experience, so I hope that Google is getting close to providing a solution to this problem.

Are you able to share any information regarding how much longer it may take for Google to release another App SW or device FW update that resolves the ECG PDF report download issue?

[MarioSFitbit]

@Bill_209 You are very welcome ! I really appreciate your message, and I also understand your feelings about this situation. 
Unfortunately, I don't have information regarding how much longer it may take. 
I do know that the team is still working on a fix, and I will be more than glad to share any information in the Community as soon as I get news about this. 

Regards

[Bill_209]

Much appreciated, @MarioSFitbit .

I purchased the Charge 6 for my wife because debugging her issue of never getting sleep stages on her Inspire 3 led to finding out that she has a heart arrhythmia, which the Inspire 3 was unable to detect.  Now that my wife has been referred to a Cardiologist, it would be great if she was able to take ECG tests at home and then share the results with her Cardiologist going forward.

[Bill_209]

Has anyone gotten the ECG PDF download function to work using the latest Fitbit App 4.32 version?

[Bill_209]

I see that several new users are reporting issues installing the ECG App.  After you get those issues sorted out and are able to run an ECG test, don't spend too much time trying to figure out why the ECG PDF download function doesn't work for Android users, because that is a software bug that Google has still not resolved yet.

[Driezo]

Not I 😞

[AleciaG]

Mine is not working. I have been trying to download for the last 4 days.

[Bill_209]

This PDF download function hasn't worked for several months and Google doesn't appear to have a clue how to get it working again.  

We're being advised to remain patient until Google figures out how to fix it, but our patience is wearing thin.

[JuanFitbit · Accepted solution]

Hi everybody ! Thank you for your patience while our team worked on this. 
The issue should be solved with the app v4.38 
Please make sure that you installed this one. 

Please confirm over here, if this got solved for you or you still need assistance!

[JaymeH55]

I'm not able to export my ecg file as a PDF.  The export to provider box shows it's working on it and then goes back to original configuration. I've looked for a link and in the notifications folder and found nothing. I'm running the latest version available on the android app store. 

[JuanFitbit]

@JaymeH55 , A warm welcome to the Community! Thank you for your message and information. 

Do you see the measurements in the Charge 6 and in the app after syncing?
Does this happened when connected to a wifi or mobile data?

Please open the Fitbit app and sync your Charge 6. 

On the phone go to settings > apps > Fitbit app and clear cache. 
Restart you phone (off/on) 

When the phone is on again, try to download the results again. 

[Gigivee]

I have not been able to download ECG reports for 3 days.  I've cleared the cache, rebooted, updated, uninstalled and reinstalled the app, and my phone, and nothing works.  Cardiologist wants to see my records and I can't provide them.  Any suggestions?

[Honch]

I can view the measurement data without exporting it. But I just can't export it.

[SandyKC]

I've got a couple of ECGs I need to export. My notifications ARE ON--ALL of them, 
When I select "Export PDF for your provider," It pops up and says "Creating your report, this should only take a few seconds..." and the little waiting symbol sits there spinning. Then the pop-up goes away and the screen returns back to the "Export PDF for your provider" option and it NEVER gives me the opportunity to download or email the PDF!!! I've done this LOTS of times before, and seems to have stopped working sometime between last October and now! HELP PLEASE!

[LZeeW]

I can't download an ECG report.  The progress circle spins for several minutes, then times out.  I have app v. 4.63.