Charge 2 heart rate zones or GPS data missing from activities

[ArletK]

Hi everyone, hope someone has the anwser to this. I can't find it in the guide.

( sorry if grammar is not correct  english is not my first language).

A few weeks ago when i would do a run.

In the app a small map would show of where i had been and also ! my heart rate within the zones (cardio, peak or calory) for the duration of the run.

Super was really happy with that since i had picked up running again with my relatively new charge 2.

But 😞 Now it only shows either one. So figured out that i either have the fitbit (app) auto recognize my run and it will show the amount of time i was in the different heart rate zones with a small graph of it as well. 

OR i will start the training manually via the app At the end it will only show me the map of the run and how many calories i've burned but not the heart rate zones as mentioned above.

Did i accidentaly change some settings ???? How can i adjust this so that it shows both again

edit : i just checked it has changed between 12 and 14 of august so not sure if it has to do with software update....

Thanx in advance 

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@ArletK Welcome to the Fitbit Community! It's great to have you here!

Let me help you with your GPS and heart rate data on your activities. For this you will need the Connected GPS feature that uses your phone's GPS chip to track a map plus the information recorded from the Charge 2. You can read these instructions to do this.

Let me know how it goes.

[ArletK]

Is this a computer answer. Because this not a solution ?! My question was not how to activate gps.

I would really appreciate help but specifically so both features work at the same time. Thank you in advance 

[JaniceEW]

My charge 2 also stopped displaying average heart rate in exercise summary upon completion of walk/run. Like the other women, it stopped around the middle of August. 

I have been an avid Fitbit wearer for many years and am well versed in how to track exercise using GPS with maps. It’s tracking everything but excluding average heart rate. Tracking my heart rate during exercise is extremely important to me to monitor my exertion. Any ideas. 

[dschasefer67]

I am having the exact same issue with selective information being shown.  Anxious to hear the solution.  

In in my case, July 13 was the last time all the information was displayed and then the next time I purposely put it into exercise  mode via the iPhone app was August 3rd - which did not have all the data displayed.  

[JaniceEW]

Hi. I did an online chat with Fitbit. There was confusion between us. My issue is that when I go into my app on my iPhone, hit exercise, select either Run or Walk and then track.....it doesn’t show my average heart rate during the walk/run session at the completion. This feature is so important to me in order to see the effort I am putting in and my Fitbit always calculated this until the end of July 2019 and then it stopped. The chat person thought I wasn’t connected to GPS (I AM!). Chat person also kept talking about activating the exercise section on the device itself, which I certainly know how to do but is not the issue. We tried uninstalling and reinstalling the app, but that didn’t fix it. Chat person then said he found out that they are aware of issue and to watch for an update. There WAS an update today but it didn’t resolve the problem. I don’t know......maybe Fitbit will see our posts and respond
Btw. The Fitbit chat was great. Very responsive 


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[ArletK]

Hi,

I haven't gotten any response yet.

Please let me know when/how this will be fixed. I have found several threads about the samen issue. 

GPS data AND heart rate zones are not being displayed together after excercise.

[JaniceEW]

Hello. I just sent Fitbit a message via the “contact customer support” in the Help section of the app. If I don’t hear back in the next day or so, I am going to call them. The oddest thing is that when I am walking 10 minutes or more while out and about,  the device itself records the walk and includes the average heart rate. This is even when I don’t have the exercise section to “track” on in the app. It was suggested that I just use the device to track and forget the app, but I need the app to track and log everything because I want the avg heart rate AND the location, route, etc. 


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[dschasefer67]

Thanks.  Really wish FItBit would just respond.  Seems like there was an update along the way that disabled this feature.  Frustrating!

[JaniceEW]

Me Too!!!  Mine has always worked fine for all these years. I gifted the Charge 2 to family members and checked in with them. My distance runner daughter is apoplectic about this but has not had time to contact Fitbit. Mine stopped working near the end of July. Perhaps it is due to an update. If I get any info, I’ll post. 

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[ArletK]

Hi Fitbit moderator,

No news yet 😞 ?!

There are severel threads about the same issue !!! although explained differently but in all cases the Charge 2 does not display the gps map AND heart rate in zones with a graph any more.

Some people complain about the gps missing and other about the heart rate zones (graph) but it's all about the same problem. That the app does not display both after the excercise but one OR the other.

I am very surprised that with so many complaints over the past few months that there hasn't been any reply with a definitive solution,  or at least a tech. reply actually recognizing the issue and if Fitbit is actually looking into this.

I would appreciate an update thank you

[JaniceEW]

I exchanged some private tweets with Fitbit Customer Help last week and even sent them screen shots of what I was talking about. This was their  reply
FROM FITBIT “Thanks for the attached. We’re aware of this issue and working to identify a resolution as quickly as possible. Thanks for your patience while we work to get you back on track, and let us know if you have any other questions.”
Great tweeting with you! We'd appreciate it if you took a second to offer your feedback on our service.”


I suppose the good news is that others are posting this problem. To reiterate, in case tech department IS monitoring....I don’t get the graph or the AVERAGE heart rate when I complete a walk/run when using the app. The graph and the average heart rate is critically important for me to  because I have to be careful not to exceed the peak for extended periods of time
I’m so glad you and others are taking the time to report this because how else will Fitbit know there is a problem. 

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[ArletK]

Hi JaniceEW,

Glad to hear that they acknowledge the problem.

In a few of the other threads replies by moderators didn' seem like they understood what the problem actually is. I'm thinking it is a problem in the app and not the fitbit perse.

To clarify this link shows how it should be according to fitbit itself.

00.10 shows the map of the excercise as well as the heart rate in zones at 00:15.

https://vimeo.com/249067966

Keeping my fingers crossed for a speedy solution.

[dschasefer67]

Anymore response from FitBit?   Their resolution seems very slow. 

[ArletK]

Nothing so far dschasefer67 : - (

[JaniceEW]

This is my most recent communication. Mine...then FitBit reply. 

MINE (to Fitbit)I don’t have OTHER concerns but myself and others have this as a constant ongoing concern and see nothing on help boards or community boards wheee Fitbit has acknowledged the problem. Hope you address it soon. Thanks.
FitBit Reply on Sunday:  Our engineers are striving to make sure that the necessary resolution are catered and addressed properly. We look forward to your continued patience and understanding while we work on a fix. If you have any other concerns, we're just a tweet away.

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[JaniceEW]

Still no fix on this from Fitbit. It has been 90 days. I have contacted FitBit directly on at least 5 occasions and sent them screen shots from my app showing that the Avg heart beats per minute and the heart rate graph doesn’t appear. I have uninstalled and reinstalled, rebooted etc. They either think gps doesn’t work (it DOES) or tell me they are working on it. The recent update didn’t fix it. The heart rate and avg bpm is so important to me. Is it possible Fitbit is no longer supporting older devices?

[dschasefer67]

What terrible customer service!   We are telling them exactly what the problem is and when it started!!!

[JaniceEW]

So I take it that your Fitbit app still isn’t displaying avg heart rate or graph?  Have you heard anything?

[ArletK]

Hi Janice,

Nothing has changed shows either one or the other.

Still the same if i let the app autorecognize my run i get the av heartrate and if i start the run manual via the app it gives me the map of where i ran but not both as it did before.

I have emailed fitbit and i just got an autoreply thank you we know looking into it.

Considering the ammount of complaints i would have expected a solution but am not optimistic.