Sleeping heart rate peak cut off on horizontal view

[Hellyeahkate]

Hi, I am trying the free trial of premium, and one of the features is to see your heart rate during sleep. However when I go in to view the heart rate under "restoration" and select a peak or timestamp, the small white box which normally shows you the information specific to the peak you selected does not display correctly. It looks like it is cut off, so you only see a tiny bit of the white bottom. 

I'm using a OnePlus.

Thanks

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Hellyeahkate. It's great to see a new face around the Forums!

I'm glad that you're trying the free trial of Premium, thanks for bringing this to my attention. Let's work on this together. To further investigate, please take a screenshot of the small white box that doesn't show your details correctly so I can take a look into this. For instructions to attach a file in your reply, check this post.

In the meantime, I'd recommend to try the following steps:

1. Log out from the Fitbit app.
2. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap on force stop and reboot your phone.
4. Open the Fitbit app and log back in. Try checking your details.

I'll be around, keep me posted!

[Hellyeahkate]

Hey Lizzy, thanks for your quick reply. I tried what you recommended but it still displays the same. I took some new screenshots today after trying your fix (one vertical and one horizontal).

 

 

[LizzyFitbit]

Hi @Hellyeahkate. Great to see you back!

You're welcome and thanks to you for trying the steps posted above. The screenshot was very helpful and you're right that the white box isn't displayed correctly. Since you mentioned to have the OnePlus device, could you please confirm if it appears in the compatible devices list? I'm asking this as although it could be possible to sync with a non-compatible device, there isn't a guarantee that it'll always happen as the Fitbit app hasn't been optimized for that model. Our team continues working hard to include more devices in the list and enhance our products performance.

Keep me posted.

[Hellyeahkate]

Hi Lizzy,

After checking the compatible software and hardware I can see whilst I have the correct OS, my phone is OnePlus 6T, and only the OnePlus 6 is in the compatibility list.

Hopefully it isn't too long until it is adjusted for the 6T.

Thanks,

Kate

[SleepySteve]

I have the exact same problem that is shown in this post. However, my configuration is supposed to be supported since my phone is in the compatibility list and the O/S is at an acceptable level.

Fitness Tracker: Blaze

O/S: Android 8.0.0

Phone: Samsung Galaxy S7 Edge

Fitbit App Version: 3.7 (September 30, 2019) - latest in Play Store

Are there any known cases of the popup with the heart rate and time data correctly being displayed over the top portion of the screen containing graph legends with the Resting Heart Rate and Above/Below percentages instead of erroneously being displayed under it causing it to be cut off?

Please note that similar popups when you tap a portion of other graphs display fine.

Please fix this ASAP.

Moderator edit: format

[LizzyFitbit]

Hi @Hellyeahkate, thanks for replying back. @SleepySteve, welcome on board. I'm sorry for my delayed response and thanks for the information provided.

@Hellyeahkate, thanks for confirming your phone's model. @SleepySteve, you're right as your Samsung Galaxy S7 Edge is fully compatible device. Since this issue seems to affect other users, I've shared your details to our team so we can further investigate this situation. In the meantime, I'd recommend to keep the Fitbit app up-to-date as some fixes usually come through an update.

I appreciate your patience and fell free to reply back if you have another question.

[SleepySteve]

This problem was fixed with the latest version that I received, version 3.9.1.

[Hellyeahkate]

Mine also displays better now, however when I select a peak it isn't giving the correct customer data, it seems to be out of alignment.

[LizzyFitbit]

Hi @SleepySteve and @Hellyeahkate. Hope you're doing well.

@SleepySteve, thanks for the heads up and I'm glad that everything is working after updating the Fitbit app! I'm sure others will find this information very helpful! 😉

@Hellyeahkate, It's good to know that the Fitbit app is displaying your details better. About the information not being correct, do you mean that it doesn't match with what is on the graph? Since you've updated the Fitbit app, please try rebooting your phone one more time. If the issue persists, I'd appreciate you to take another screenshot of what's not displayed correctly and attach it in your reply. This will help me to further investigate. 

I'll look forward to your response.

[Hellyeahkate]

Thanks for checking Lizzy. I've restarted my phone and it still behaves the same. I've attached some examples. You can see that the box that suggests when I press a peak actually corresponds with a peak from a bit earlier (I'm touching where the box shows up, but the data is from a different time). Interesting that it only does this in the sleeping restoration heart chart, not the normal heart rate chart.

 

  

Moderator edit: format

[Colinm39]

The graph is accurate in the vertical (Portrait) view but not in the horizontal (landscape) view.

[LizzyFitbit]

Hi @Hellyeahkate and @Colinm39, it's always great to see you here! I'm sorry for the delay.

@Hellyeahkate, I appreciate you for the screenshots provided, those were very helpful. @Colinm39, thanks for sharing more details about this issue. I've escalated this behavior to our team so they can further investigate and bring a solution. Once I have more details from them I'll update this thread.

If there's anything else I can do for you, please keep me posted.

[Hellyeahkate]

Hey Lizzy, just to add to this, my vertical view does not display correctly. See screenshots:

 

 

Regards

Kate

[MattFitbit · Accepted solution]

Hi all! Thanks again for taking the time to report this issue. 

I have spoken with our engineering team and have been advised that this issue should be resolved on the most recent version of the Fitbit App (v3.10+). Our team is working to have this app version released to 100% of users. Please be sure to update your app once it has become available. 

Thanks for your continued patience. Of course, if you continue to see this issue on the most recent app version (v3.10+), please let me know.