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. 

[bobbi.o]

That’s nuts!!

Sent from my iPhone

[bobbi.o]

Although that works it should work all the time!

Sent from my iPhone

[red793]

I did chat with Fitbit but I got the impression I was talking to AI.  

[Frinnie]

I think this is because it’s a Sunday - try on a normal working day with normal working hours, they ansered immeidately on their chat line when I did this. All the best! Dont lose any sleep over it!

[saf120]

I agree. The heart rate graph worked yesterday and is gone again this morning. Extreeeeemely frustrating.

Envoyé de mon iPhone

[red793]

You made me laugh, thanks

[Tinkerbellee]

The graph continues to come and go with me. Some days it is there. More often it is not.

[AdrienneOL]

Premium support line    Hold time was only 2 minutes

The representative was aware of the problem and said it should be fixed in a couple of days .I am highly skeptical.  When I asked about extending  my free trial period, it was a hard no.  When I asked if I had been paying for the service, she said a refund could be escalated to managers. Her advice to me was to cancel the free trial when the time ends so I will not be charged.  Not too great.

[Frinnie]

well let's hope it really does get fixed - thanks for doing this Adrienne

[KateFK]

I contacted support twice yesterday. Hold time 5 minutes each time, quite good really. Outlined the problem, was again told to shut down & restart both devices. I explained that I’d been there done that with support previously & wasn’t about to go down that useless path again, that there was a community group with the same problem and that two moderators had said Fitbit was aware of the problem & a fix was planned. Put on hold........on return there was no acknowledgment that there was a problem. Therefore, I requested a replacement Charge 3 as my Fitbit was purchased late July 20. This is now being organised & I hope to collect the new Fitbit today. Will let the group know if the SHG works, or not. My husband has a Charge 3 & the SHG has not disappeared on his Samsung phone. 

[TheOGKirikou]

Just installed version 3.29... It works for me!!!!

I'm on iOS.... And even past days who had issues now properly display 🙂

[JBWinslow]

Yep. That did it. All old graphs are there. BFT, is all I can say.

Joyce Blakney

[SteveAlaska]

Just downloaded the update - 3.29 - and it still didn't work.  I am using iOS 13.6.1 on an iPhone 11 Pro Max so everything I have is up to date.  Impatiently waiting for FitBit to get their act together.

[bobbi.o]

😢😡

Sent from my iPhone

[JBWinslow]

I am running 13.6.1 on an iPhone 11 too and the update fixed it for me and gave me all my missing graphs from the last few weeks as well.

Joyce Blakney

[KateFK]

Sorry to be silly. I have iPhone 7 using iOS 13.6.1. Charge 3 version 20001.88.11.
What’s 3.29?

Sent from my iPad

[JBWinslow]

The new Fitbit update. It just came out.

Joyce Blakney

[KateFK]

Sorry guys. I worked out what it was.......thanks Joyce. I don’t seem to have an update available in the App Store????

Sent from my iPad

[vetguy]

Hi KateFK
Go to the actual app in the App Store not the update page ,and it will let you update from there.

[JenFreud]

Based on people saying their graph reappeared after the update today (8/31/20), I updated my Fitbit and signed up for Premium again (I had cancelled because of this problem - the Restoration graph is the ONLY reason I need Premium).  I don't feel super confident at the moment, though.  I've seen people who said the only time their graph showed up was when they went to bed after midnight.  Last night my sleep was SO bad, it was divided into two different sleeps/sleep scores.   Lo and behold, the one after midnight shows the restoration graph, but the other doesn't -- and none of my past ones are showing up either.    

I wonder if changing the time zone on my phone (so it thinks I go to bed after midnight, when I really don't0 would be a workable, temporary fix...