Data Disappearing

[mj8]

Have had my new Luxe model for three days so far. During the day the steps and miles walked is tracked. But then when I check about 24 hours later the prior day's info has vanished and it shows 0 steps and 0 miles. So as of right now it is  showing a step count for today (11:38 pm). And yesterday's count is now at 0 and so are the  counts for the prior days.

So tracking what I am doing but then vanishing it. I owned an earlier model and updated the app on my smart phone for the Luxe and synced it, etc. The whole setup process. And it is syncing otherwise it wouldn't be showing  today's count right now. Just not storing it. I started taking screen shots in the late evening to track it myself  but then what is the app for?

[Heather-S]

@mj8 That is really bizarre and I'm sorry to hear that is happening to you. Have you tried any troubleshooting methods?

• Restart the device
• Delete the app and reinstall it
• Unpair and repair the device
• Turn bluetooth off then back on
• Last resort: factory reset the device

I'm not sure your prior days can be recovered, but hopefully doing one of those things I listed above can get the Luxe behaving normally again. Also, any screen shots you can provide would be great. 

[Julia_G · Accepted solution]

Hi, @mj8 , you mention that you had an older Fitbit device.  Could you say what the device is and if it is still working and attached to your account?  It is not possible to have more than one of the newer Fitbits on a single account, but it is possible to have a new device and an older one.  If that is the case it is just possible that your old Fitbit is still syncing and then the zero steps it has recorded is overwriting the steps from your Luxe.  That is a long shot, of course, but it is possible with two or more Fitbits on the same account.

[mj8]

What you said made total sense.



I have just gone into the app online and deleted my older device from the
list of devices. I think that means that all of my history with that device
is gone too but I still have the weekly summaries that were emailed to me.
Tracking info from 5 years and more ago I can live without.



I did take screen shots of the last few days around 11:30 pm at night so I
have that for current Luxe model. I was still awake at 12:30 am and checked
and the immediate prior day's stats had vanished already probably as soon
as midnight happened.



Don't know if the prior 3 days of info is in the device or after it syncs at
day's end it refreshes / resets and starts over again with a clean slate.
Probably it does.



Anyway, feeling fairly sure that this was the fix I needed.



Thanks so much for taking the time to respond to my post. Really appreciate
it.



Marcia

[Julia_G]

Hi, @mj8 , the good news is that deleting the older device from your account will definitely not lose the older data from years ago.  Once that is synced to your account it is there.

Keep an eye on it over the next few days and see if this solves the problem and let us know.  🤞

[VickyBrown]

Thank you, you saved my day.