Sleep Restoration Heart Rate graph is blank on iOS

[KateFitbit]

9/7/2020 Update: This issue is resolved as of app update 3.29

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We are aware of an issue where customers will see a blank Sleep HR graph on iOS. Our team is currently working on a fix and hope to have it resolved soon. Please stay tuned to this thread for updates and please ensure you keep your iOS app up to date. 

Thanks very much for your reports and patience. 

[Educatorsusan]

Perhaps if it’s community members appeared kind, you might get your fix. It’s Covid-19 and it’s important to stay focused and NICE. Threatening a company would just make a company not want to fix anything.

Mine was fixed two days ago.

I don’t think everyone has been productive with threats. Yes, there is a problem. Has it been totally fixed-obviously not. Is Fitbit trying to fix it? Yes, they are and they stated so.

Some of your comments are darn right mean and rude. I understand your frustration but, people, please-would you talk to a family member like this?

Sincerely,
Susan

[MrsPackrat]

Hey, just wanted to let everyone know that my Premium Sleep Graph is showing up and working properly this morning. Check yours.

Sent from my iPhone

[Kaylani]

Everyone has the right to an opinion, but NO ONE has the right to be rude to anyone!!! Shame on the people that have been rude to you!!!

I anxiously await your fix, when it gets here.

Kay
Sent from my iPhone

[SunsetRunner]

What was the start and end time of your sleep cycle?

Julie Booz

[amyor]

This problem is now going on two weeks for me.  Very frustrated that I am paying for your premium service -- specifically so I can track my sleeping heart rate.  I did the update provided 3 days ago, rebooted phone, no graph.  When can we expect a fix?  

[Coffycaffy]

Sorry. I have to ask...WTH does COVID have to do with this?  

[MrsPackrat]

I’m not sure, but it’s possible that the building is closed and people are working from home. Also possible that their staff is greatly reduced as some of them may have the virus.

Sent from my iPhone

[MrsPackrat]

Start 12:03 am....end 6:05 am. Just like it actually was.

Sent from my iPhone

[KarinaVS]

This seems consistent with other users’ observations that if sleep and wake cycles are in the same time period (eg am-am as in your case) the HR tracker works fine. One user pointed out that the graph tracks time backwards when sleep is in PM and wake is in AM. They suggest this may be the source of the coding error; your data seems to support this theory also. 

So, I guess if we all want a quick fix we just need to fall asleep after midnight ☺️

[JBWinslow]

Steveojp, those two lines are the key. Notice on your pic that there is a dotted line straight across at 76?  That is your resting heart rate. The line is dotted as is the key in front of the words “resting heart rate”.  If the actual heart rate  graph were showing it would be a solid line, not dotted. 

[Acmc]

Hi. I tried all of these things and updated my phone and installed the new Fitbit update yesterday and the sleep restoration heart rate is still blank. 

[ThunderSnow1]

This is the exact same problem I have been experiencing for my Versa using the app on my iPad. Nothing I have tried has resolved it, and haven’t seen a solution posted yet. It started happening intermittently in July, and I have updated the app since this began Without it resolving the problem. It appears this is a problem for others too. Hopefully Fitbit will acknowledge there is a problem and resolve it soon. 

[Blackydog23456]

Thank you.for the information.P.S. I Do not need you to remind me to keep my iOS app up to date. When clearly this is a problem within your wheelhouse. Just saying...

[JBWinslow]

Read the post pinned to the top of this thread. They are working on fixing it with an update.

Joyce Blakney

[JBWinslow]

Read the post pinned to the top of ghis thread. They are both aware of the problem and working on a fix.

Joyce Blakney

[PerryL3d]

I cancelled my subscription today.   I encourage others to do so, to get Fitbit's attention. Any credible response from the company, and I would have considered doing otherwise.  My "time asleep" and "Deep and REM" scores are pretty stable.  And now that I am now accustomed to reading my sleeping heart rate from the regular heart rate chart, I really don't need it.  You too may find you can save the cost of "Premium".  Incidentally,  I feel bad for the moderators, as Fitbit is obviously stonewalling them on resolution of this issue. As someone in the tech industry, I find this customer relations snafu simply fascinating and hugely instructive.

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The user community has done fantastic root cause analysis for Fitbit - It is now obvious the problem is a coding error in the rendering of the chart, related to the time axis.  As a programmer, I can tell you this should be a simple fix.  I am not being mean or rude, just factual.  Fitbit needs to be transparent with their customers, with either a fix date or an credible explanation for the delay. To avoid new charges for services not received, I will cancel my subscription Sunday, unless we have a solution or at least some genuine answers.  Nothing personal, just how business works.

[RBRBb]

This did not work. I haven’t been getting my sleeping heart rate graph either. It’s tracking my heart rate and sleep is fine it’s just not giving me the graph anymore. I’ve tried logging out, force quitting the app, deleting the app, and so on. No fix 

[JBWinslow]

Read the post pinned to the yop of this thread. FitBit is aware and working on the problem.

Joyce Blakney

[Noodles2009]

I have the same problem and tried the fix above and it didn’t work. I tried again; deleting the app, shut down the phone, turning back on and reinstalling and it still didn’t work.

if you have any other suggestions I am happy to try them as I want the graph back.

regards

[Mzoregun]

My watch is tracking my heart rate.  My sleep time, score, cycles is working; however my restoration heart rate has stopped graphing.  I am provided the percentage that my resting heart rate is above or below, but it just no longer graphs the changes.  I am paying extra for this data and it is frustrating that it is not working.

I know it is in the correct position because I am getting all of the other data.  I have rebooted the device a number of times and I charge my device daily while in the shower. 

Any suggestions would be appreciated.