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. 

[kdavella]

@MrsPackrat  I'm sorry to hear that you had a stroke.  Wishing you a speedy and full recovery, I know it can be scary and in my families experiences, you look for clues and if there were warning signs.  Brilliant that you discovered these things on your own.  Be well and keep finding things in life that make you happy.

[Flozz]

I have an iPhone 8 and until the beginning of August my inspire hr Fitbit was showing my graphs on my restorative sleep and then it disappeared on all my old data as did the future graphs since then.  My heart rate shows on my dashboard daily

[Tberry8]

That is an incredible story. I hope you are ok.

[MrsPackrat]

Thanks Steve. For me I doubt it could have come at a worse time.

[KateFK]

@kdavella- well said. Hope you’re going well Mrs.Packrat. And yes, the SHG shows on the daily heart but not in the Restoration report. Very frustrating indeed & clearly a tech hitch that only Fitbit can fix.

Sent from my iPhone

[Tberry8]

Thanks for the tip! I will use the daily heart rate and be happy with
that. THANKS!!!

[MrsPackrat]

Thanks Tberry8. I'll be undergoing tests on Monday. Hopefully that'll give a better idea of what happened and why.

[MrsPackrat]

I've got iPhone SE (2020) and Charge 3. I lost the graph you mentioned, contacted FitBit Customer Service, and my graph reqppeared before the end of the day. BUT that night iPhone had an update and I lost the graph again. Contacted Fitbit again and was told they are aware of the situation and working on another update that is supposed to fix this problem. Frustrating to someone who's having circulatory issues.

[J-Townsend]

Hello

Hopefully it does get fixed soon as very annoying. I’ve had Covid and am a long sufferer so it’s good to check my heart rate through the night to make sure so is annoying.


Sent from my iPhone

[saf120]

The problem was fixed earlier this month but has been a problem again since the latest update last week.  Please fix!

[J-Townsend]

I’ve just checked mine this morning and have the graph back! Hopefully continues to work

Sent from my iPhone

[DZech]

My husband and I still dont have our graphs back! We never get updates either! This is getting super frustrating! I check for updates daily! When is this going to be fully taken care of? I hope they give people a free month for all the hassle this has been for all

of is!

[SteveAlaska]

Hope it continues to work for you. I still don’t have mine and have to look on an old iPad to get lt.

Sent from my iPhone

[red793]

How do we complain to Fitbit instead of to each other?

[Frinnie]

Yes - absolutely no progress from them, and mine is still blank way back to May. To contact Fitbit (I honestly don't think they read these threads - why would they?) you go to customer service / support and talk / chat to them and tell them we now have 27 pages of complaints and people pulling out of their Premium susbscription in large numbers. I've done this, and they told me they were aware of the problem and sorting out a fix, so maybe more people doing this would bring about more change - dont know. Or perhaps we can ask them to replace our devices with a new one that the software does work on...

[JBWinslow]

I guess you can start here. https://myhelp.fitbit.com/s/support?language=en_US

Joyce Blakney

[JulieMarieK]

I think somebody has mentioned this before, but mine worked one night when I didn't go to bed until 1am (because of work).  What I found out with last nights sleep is this:

• My original log was from 10:57pm to 6:20am (no graph)
• I changed the start to 12:01am (no graph)
• I changed the start to 1:01am (graph)
• I changed the start to 1:00am (graph)
• I changed the start to 12:59am (graph)
• I changed the start back to 10:57pm (no graph)

As a software engineer myself, I'm kind of baffled as to why they haven't been able to fix this yet.

Julie

[red793]

Thanks Frinnie I will make the call,
Red AKA Squeaky Wheel

[red793]

Thanks Frinnie, I will call them.

Red AKA Squeaky Wheel

[glendhu]

When I tried to contact them, the only way was through Twitter. As I don’t use Twitter, this forum seems to be the only way. I can only hope that Fitbit staff read these comments.

Sent from my iPad