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Charge 2 syncs: Floors and Heart rate, but no steps

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‎10-10-2019 18:07 - last edited on ‎09-08-2020 12:06 by Fitbit Moderator

‎10-10-2019 18:07 - last edited on ‎09-08-2020 12:06 by Fitbit Moderator

I am a user who uses a Windows 10 computer to sync his fitbit.  The bluetooth is spotty, so I usually only sync my device every few weeks.  When I went to sync this morning, there was an update available for my fitbit.  After syncing and updating I noticed that multiple days worth of steps were not synced, from about 10-23 days ago. My initial thought was that I had lost all of the data, but I still have floors and HR data from that time frame (i.e. I had 34 floors but 0 steps on one day). I would like to, if possible, recover those steps (close to 250,000 in those 13 days).

 

A few things I've tried already:

-I restarted my fitbit, then synced with the app

-I restarted my fitbit app, then synced with the app

-I restarted my computer, then synced with the app

 

Has anyone experienced this before?  Is there a way to remove all of the data and attempt a re-sync?  Can I pull the data off of the fitbit somehow to get a better sense of my number of steps so I can manually enter them?  Thank you!

 

 

Moderator edit: updated subject for clarity. 

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‎10-12-2019 09:18

‎10-12-2019 09:18

Welcome to the Fitbit Community, @tuba_chris. I apologize for the delayed response and will be happy to assist you with your step syncing inquiry.

 

How long did you take to sync your device. Your post states that you sync your device every few weeks.

 

Your Charge 2 will store up to 7 days of detailed minute-by-minute data. If you wait longer than 7 days  before syncing, you may only see the most recent week's detailed data. Summary data (calories, distance, steps, and floors and heart rate) will be stored for 30 days. 

 

Lost steps can't be recovered. 

 

Please let me know if you have more questions. 

Andrea | Community Moderator, Fitbitp>

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‎10-12-2019 15:32

In response to AndreaFitbit

‎10-12-2019 15:32

Hi Andrea,

 

I waited approximately 23 days to sync my fitbit, so I was surprised when I only saw floor data and not step data (please see the image below. Every day between September 17th and September 29th looks like this).  Is step summary data still inside my fitbit somewhere?  The date shown is now 25 days in the past, and I worry the information will be lost if this isn't resolved soon.

 

25 days ago25 days ago

 

Thanks! 

-Chris

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