SPO2 data showing on Ionic, but not in Health Metrics

[Ga1ileo]

Hi,  my overnight SPO2 data is showing on my watchface (Ionic), but in Health Metrics there is a message saying that i need to download SPO2 clockface, but this is already active so I can’t download again?

Moderator edit: subject for clarity 

[LiliyaFitbit]

It’s good to see you in the community, @Ga1ileo.

Thanks for the details shared in your post. I understand your concern and recommend restarting your watch: How do I restart my Fitbit device? Please check if you see your data on your Health Metrics tile in about 2 hours.

For more information about your SpO2 data, see How do I track blood oxygen saturation (SpO2) with my Fitbit device? 

Hope this helps. 

[Ga1ileo]

Thanks but tried this 3 times before I posted.   Also, I forgot to mention, but the previous 90 days worth of data has disappeared as well

[LiliyaFitbit]

Thank you for your reply, @Ga1ileo.

I appreciate your efforts and the additional details. Could you please provide the model of your phone and the operating system? I will be glad to investigate further. 

Looking forward to hearing back from you.

[Ga1ileo]

Its an iPad 6th generation, model 1893.  ios version 14.6

situation is the same today, another 24 hrs data and everyting is showing in health metrics apart from SPO2 levels which has a message telling me to download spo2

clockface, which is already active and 9 months data is still missing.

i’ve also tried changing to a different clockface and then changing back to SPO2, but nothing changes and I still see the same message.

I have also tried downloading on my iPhone SE, ios 14.6 and I have the same problem here as well.

UPDATE - I’ve noticed a large number of ppl reporting the same issue on the Sense Forum and it has been confirmed that it is a software issue and a fix is being worked on.  Maybe you could make the Dev Team aware that it is affecting Ionic’s as well?

[Robgillingwater]

Same happened to me yesterday/today 18 July 2021, Ionic with Android and Apple apps

[Colinm39]

I woke up this morning and exactly the same problem,,

[Ga1ileo]

@Fitbit, 

This is still happening so asking me to select a best answer isn’t really helpful.

[Colinm39]

Today I spent time using Chat to Fitbit Support. Aftrr uploading a screen image of the mrssage we are getting and going through the attempts to recover they acknowledged there is a problem. I use the very first Spo2 watch face. 

They confirmed my last sync of SPo2 data is still there on the Server.  So I'm now waiting for a fix. 

 

[MecklingMike]

This started with my Ionic 5 days ago. I see the data on my watch, but health metrics does not update. I have rebooted watch and phone. Uninstalled and reinstalled the Fitbit app on my phone. But Health Metrics still reports that I need to install the SpO2 clock face. Now at a loss on what to do next.

[Ga1ileo]

Thanks Colin this very helpful to know. 

There are also hundreds of posts on the Sense Forum reporting the same issue.  Fibit seemed to have acknowledged that there is a software issue with the Sense.

[Colinm39]

July 13th is the date Fitbit Support confirmed my SPo2 data stopped.

We need more users to contact support with evidence... I don't want it like the Versa group where the problem is just idling along for weeks. 

[Ga1ileo]

I have and Support have at least acknowledged that they are aware of the issue

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community.

Thank you for the information and for taking the time to report this matter. I would like to confirm that my team is aware of this issue and they are currently investigating it. Your patience and understanding is truly appreciated.

@Colinm39 Thank you for providing a screenshot. 

See you around.

[MecklingMike]

This morning, my Ionic registered SpO2 data in Health Metrics. Hope it continues 😌.

[Ga1ileo]

My historic dara is back, but still nothing from 16th July onwards

[Colinm39]

11pm AET Melbourne..

SPo2 is back..

Well done to all who contributed, fixed in a few days..

Thanks @LiliyaFitbit for being our interface

[Ga1ileo]

This still hasn’t been fixed for ios users

[MecklingMike]

It works on my end this morning at least. I have an Ionic and Android phone.

[LiliyaFitbit · Accepted solution]

Hello everyone. Thank you for your updates in this thread.

I appreciate your time and feedback. I am glad to confirm that the issue with the SpO2 data not appearing in the Health Metrics tile should be resolved now. While it's not possible to retrieve data that didn’t sync, we'll keep working to improve your experience with our products, as well as prevent this from happening again.

I am sorry for any inconvenience this has caused and hope you continue enjoying the Fitbit experience. 

See you around.