syncing ok but not saving history

[MsMax]

My Fitbit One is synching daily steps count just fine, but when it changes to the next day my previous day's information is no longer on the app. It has not saved any information in 15 days. This is not a problem of the device/app synching, which it does nicely every day. But rather a saving of the step count to the days previous. 

Curiously if I go back about 15  days of 0 steps showing, on the 16th day in history the steps have been saved and show up. So there is this window of 16+ days including the current days as they become history, that shows the 0 steps. HELP

p.s. I have tried uninstall and reinstall of the app, twice. Open close phone.)

[Foxtail24]

Another gripe I have about the Inspire 3 is the fact that the only way for it to sync is through the Fitbit app on my phone. Thus, I have to have Bluetooth on 24/7 which drains my phone battery a lot faster than it used to. I also have to disconnect it if I want to listen to BT music on another device. The wee Fitbit USB station that we could plug into our home computers that would sync the One does not work for the Inspire 3 and I haven't found a way to sync it other than plugging it into the charging station every so often which is not optimal. So, while I like the 3 overall, it does have some negative stuff to go along with it.

[penny26]

@MsMax I checked earlier today, and Android 4.28 was available, so I downloaded it and restarted my phone.  Nothing has changed, at least not for the better.  My son and his family just got back from a trip.  He has a Versa 3, and his wife has a Versa 4.  They both have newer Pixel phones, and according to him, everything is working as expected for them.  I suspect all of the updates and bug fixes are helping people with newer devices.  Good for them, but not for us One users.  

According to COMPUTIAC, IOS is already on version 4.28.1, but still no joy for One users there either.

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@Foxtail24 Thanks for your observations on the Inspire 3.  They are appreciated, although I don't think I will be purchasing another Fitbit device. I don't leave my Bluetooth on either.  I think it drains both the phone battery and the battery on my Fitbit One, as I assume it is synching periodically.  (At least it used to, before all of this recent nonsense!)

[COMPUTIAC]

I received an update this morning on my iPhone fitbit app 4.29.
Again, no visible changes.

This is very disappointing, still after all this time the app is not working as it should for the fitbit One's.

[peppygirl]

I have not gotten the 4.29 update yet.  But I noticed today that my husband's Inspire 3 is not keeping history.  The last date I can see his steps is Oct. 26.  Our steps are linked to a program connected with our insurance company and his steps are not getting sent there either.  So now, neither my One nor his Inspire 3 are working correctly.  I have not done any updates so what is going on?   Anyone else having this problem with Inspire 3?

[Foxtail24]

I'm sorry your husband is having trouble with the Inspire 3. Mine is running like clockwork and I haven't had any issues with it. I hope you can get it figured out.

[jlmcgar]

Peppygirl - There is another thread under the Inspire 3 category where others are having similar problem.  It appears to only be affecting people with android phones.  And they have narrowed it down to a Fitbit update.  Several of them have somehow reverted back to a previous version, and got it working again.  My Inspire 3 is working fine, but I use an iPhone.  I haven't had any problems. 

[penny26]

@COMPUTIAC Thanks for the update.  I was able to download Android version 4.28.2, available as of today.  Not sure what it was supposed to fix, but I still don't have any history from my One.  The only good thing I see is that I am still receiving the weekly email, and it appears to be reasonably correct, so our history is not lost.  That is my only glimmer of hope these days.

[MsMax]

penny26, I'm getting the weekly stats update regularly, too, But that's why none of this makes any sense. Somewhere the steps are being recorded, but none of it shows on the app. And worse still, neither my medical insurance or my AARP account show any steps at all so I don't get credit, which are substantial (I've missed out on over 2 months worth of rewards/credits for the steps the app isn't sending to either).

I'm am digging out the email I got from Fitbit back on Oct. 5th and asking them why they are dragging their feet. I'll publish it here when I get it written. 

I use Android for my phone and have just recently updated to the latest available 4.28.2, but as everyone else has realized, it didn't fix the issue.

Moderator Edit: Removed personal info 

[MsMax]

After waiting 25 days now, for Google/Fitbit support to come up with a promiosed fix their app that isn't recording steps in the One device, I've replied to my Case No. 5-5206000037162. Fingers-crossed.

Oct. 30, 2024

Case ID 5-5206000037162  Google Support Inquiry

Vanz, (fitbit-support)

It's been 3 Weeks (Oct. 30) since your encouraging reply:

"(we) acknowledge the existence of this issue and that a solution will be implemented to rectify your data within the forthcoming weeks."

I've kept up with what incremental updates have been provided, the most recent being 4.28.2 to my Android phone, but not a one has shown any perceivable resolution to the app's recording of steps past the current day.

Frustrating as that is, what's worse, I have missed out on over 2 months of steps toward rewards with my medical insurance and AARP, both agencies leaving me without the valuable perks these step accountings would have given me.

Why are you, Google/Fitbit dragging your feet (10+ weeks without a fix)??

My fellow Community Fitbit customers and I are extremely frustrated with the Fitbit app that seems to single out the Fitbit ONE device with this failure which has been going on now since late August 2024.

Vanz, if you would like confirmation on our complaints, please refer to the 5 pages of comments from our group where we've been sharing personal experiences with this One issue: https://community.fitbit.com/t5/Fitbit-App-Gallery/syncing-ok-but-not-saving-history/td-p/5658609

Interestingly, on the Fitbit Inspire 3 the app works just fine, or at least with folks using an iPhone. (please refer to the above thread noting differing experiences with the app using an Inspire 3, too.

We are all very upset by your lack of efforts to make the necessary 'fix' to the Fitbit app regarding its ability to record steps using the Fitbit ONE.

I and my fellow Fitbit One device owners are not happy campers!

And, it’s not as if we haven't been patient (10 weeks and counting),

Speaking for myself, I am seriously eyeing your competitors for a functioning fitness tracker if a serious fix to this problem isn't made soon.

Ms. Max

p.s. although the app does not show cumulative steps taken on all days, we still get weekly status updates which DO show actual steps taken that week - making this issue even more puzzling.

[peppygirl]

I sent an e-mail earlier today to the same address you have in your e-mail.   Here is what I received back.                                                                                           

Hello,

Thank you for contacting Google.

You have emailed an address that is no longer being monitored.

To get help, please visit       ------            This page will not let me post where to visit.  They blocked me.    Hope you get a reply that you can share with all of us.

[MsMax]

peppygirl, I replied to the original email I got from Vanz at Google Fitbit support, this email stating (see attached) I could reply to that email. 

I sent it earlier today and it wasn't returned, so I'm guessing it went through. 

Moderator Edit: Removed personal info 

[MissGG]

I have also been having this problem since the beginning of September. I never had a problem with it before. I tried to chat with somone and they said it was a known issue and will be worked on with no timeline. I also have been emailing them but Jenifer takes WEEKS to respond and does not have a solution or any idea when it will be fixed. Looking at the amount of people with the same problem that all have the One that has features that the new watches don't have doesn't make me think Google cares about the customers.

[MissGG]

Today I had a chat with Sebastian that said to call him Tian. He said the latest app update fixed all syncing issues for everyone but you have have the phone on the newest possible version available today. No one else mentioned that before and when I asked for more information and wait for the update to finished he ended the chat. The notes on the updated for fitbit don't mention any of that but those are the things we are looking for and would be helpful to know.

[MissGG]

After another chat session with George I had to restart the Fitbit One a few times, update the app/IOS to the newest possible version and it was able to sort of sync. I showed my data for the day on the app BUT the next day all the data (except active minutes) was gone.  He said if the data is not there to next to to contact support again. It has been a few days since I heard from the email ticket I started a couple of months ago now.  My data still shows in the weekly email but not on the app that I can see each day. Anyone able to get it fully working yet?

[penny26]

@MissGG i don't think anyone using the One has full functionality at this point.  My tracker works just fine.  I have an Android phone, and both the phone and my Fitbit app are on the latest version.  It will usually sync manually (meaning I have to initiate synching) but will not generally continue synching on its own.as it used to do.  My data also gets wiped out every day, and I cannot view history in the app since August 27 but continue to receive the weekly email.  Same as you, just on Android.

[Hoosiermama1968]

Fitbit One user here. I am completely over this garbage. Today I discovered no data has synced to my insurance plan's wellness program since September 4. This is literally costing me money. 

IMO Fitbit went downhill as soon as it was sold to Google. No surprise there.

[penny26]

@Hoosiermama1968 I 100% agree!  I have seen multiple other people post that they are losing out on insurance benefits, fitness challenges that they paid to enter, AARP reward points, and that's only a few I can recall.  And we don't have the Windows dashboard either, since that was removed. Sad state of affairs.

[COMPUTIAC]

I received an update this morning on my iPhone fitbit app 4.30.
No visible changes I can see.

[Hoosiermama1968]

I'm over it!!

[peppygirl]

Did you ever get a reply about your case after you sent another email in late October?  Just curious.