Charge 3 lost data for my day

[Mike-Gerhart]

So I recently joined fitbit about 2 weeks ago. . . I purchased and recieved my charge 3. I had no problems tracking my progress and syncing to the app until today. I synced after a long day of work and noticed that both my active minutes and calories burned had taken major hits. Both dropped with me losing over 1,500 calories and 31 minutes of active time. After investigating further I notice that i lost 8 of 11 active hours of steps as well. It looks as though my fitbit cleared all my data from the day before 3 pm. I rebooted my fitbit multiple times and the data on the device matched what i had done for the day however everytime i synced to the app i lost most of my days progress. Can someone please help me figure this out. It is very discouraging to see all your hardwork go to waste. Thank you in advance!

[RiseAndShine]

@Mike-Gerhart, welcome to the community! The good news - your device shows correct data - that means it's not lost. I assume your syncing is working well (you can double-check in Fitbit app, when you tap on Charge 3 in the top right corner, it will show under Sync Now the last sync time).  If syncing is working well, but you don't see your progress in the app - something is most likely happening on the Fitbit app side.

First, please check if your phone runs the latest app version. If so, try to clear Fitbit app cache data (via phone settings), and then sync your device again - see if it's going to help. If both these options fail, I'd try to uninstall and reinstall Fitbit app altogether (clearing cache once again after uninstall... may very well just do a typical device maintenance routine).

Please, let us know how it goes!

[RebeccaL76]

Dear RiseAndShine,

I have the same issue and the proposed steps do not lead to success:

sync seems to work well. I can see the data, but all data of yesterday (and the data prior to that) are set to zero.

Using iOS 12.1.4 and App 2.88 (813).

Deleting only the App Cache is not being offered by iOS. Thus, I removed and reinstalled the App. No success. 

The Fitbit3 has been working fine (i.e. syncing and keeping data) starting at the beginning of Jan2019. Since about two weeks ago the issue came up. Unfortunately I cannot tell if at that point of time there was an iOS or FitbitApp update.

thanks for your help in advance

best

Rebecca

[RiseAndShine]

HI @RebeccaL76 , sorry to hear about your troubles... May I ask you a favor to check your dashboard on Fitbit.com? You can get there by clicking on your name/image in the postings of this forum (in the new page next to your pic placeholder you'll see "Go to your fitbit.com profile" link) - do you see your data there? Just trying to isolate the cause of the issue - if you see the data on the web dashboard, it's being synced and saved successfully, thus the problem is likely with Fitbit app/phone cache and everything else is working well. However, if data on the dashboard is missing too - then tracker isn't communicating to Fitbit servers. Can you, please, take a look and let us know?

[Hopkinsonelaine]

Charge 3 as not give me my steps for the last 3 days

[Hopkinsonelaine]

Charge 3 as not given me my steps for the last 3 days

[RiseAndShine]

@Hopkinsonelaine, is it syncing with your phone? You can check in the app (tap on Charge 3 icon and scroll down to Sync Now option) the time of the last syncing. 

[Hopkinsonelaine]

I have finally got today's steps but not Thursday or Friday sync with phone 

[RiseAndShine]

@Hopkinsonelaine, that's good to know! Can you, please, check your Fitbit.com dashboard (see my post above) to check whether you're able to see data there?

[Hopkinsonelaine]

I was sync on the 1/32019

[RebeccaL76]

Dear RiseAndSunshine,

thanks for the reply. Visiting the profile only shows a summary of the last 30 days. No individual (per day) data.

Thus, it seems that the sync btw app and cloud does not seem to work.

best

Rebecca 

[Hopkinsonelaine]

I have now lost today's steps what can I do now I have only had the Fitbit 3 months and I am away on holiday until june 

[RebeccaL76]

Further information: as Flash is not supported on iPhone, I tried to access the webpage via Laptop. Here it says, that the last sync occurs on February, 16th. However, since Feb 16th I synced several times....

Thanks for your help

Best

Rebecca 

[Hopkinsonelaine]

Not given me my steps for 3 days 

[Hopkinsonelaine]

It says last sync Friday on my iPad but on my iPhone it will not sync 

[Hopkinsonelaine]

My phone is now sync 1/3/2019

[RiseAndShine]

@RebeccaL76, this is strange... when you open Fitbit app, tap on the Charge 3 icon in the top right corner, then scroll down to Sync Now - what date does it show as the last sync? If Dashboard is showing Feb 2019 - apparently, new data is not reaching Fitbit servers. However, if your app shows current syncing time - there could be an issue of communication b/w Fitbit app/phone with Fitbit servers. Since you've already reinstalled Fitbit app... not really sure what else can be done here besides contacting Customer Support to further investigate the issue. 

However, if the time of the last sync on Fitbit.com dashboard and in your Fitbit app is the same, then there's a syncing issue between your tracker and phone that needs to be resolved. As a start, I can refer you to the help article on syncing issues - see if the described troubleshooting steps are going to help. There're additional options that can be tested if suggested solutions don't work... Best of luck!

@Hopkinsonelaine, it looks like you have syncing issues, that's why your steps are not showing in Fitbit app. Please, check the article mentioned above first.

Thank you! 

[Mike0211]

Hi. I’m experiencing this same issue today. This is my 1st time to encounter such. On the positive note, I can see my detailed exercise data in fitbit.com.  Unfortunately, it is not in the fitbit phone app. In the Fitbit App., I can still see my entire exercise for the day reflected on the total minutes, but when I go to the detailed graph, my 2+ hrs. of workout is missing. 

This is actually what happened in the morning while I exercised. From 6:30-8:30, my Charge3 “Weights” was On and recording well. For unknown reasons, it automatically stopped at 8:30; hence, I restarted the “Weights”. After about 10 mins., I finished my workout and so I stopped the recording on my Charge3.  When I synched my watch to my Fitbit App on iPhone, the whole 160+ mins. was recorded as total, but in the detailed line graph, only the last 10-15 mins. was recorded. 

This is a problem for me because another important health app (for competition purposes) syncs to my Fitbit App’s detailed Heart Rate data. 

You mentioned about clearing the cache on the phone settings. I can’t find such in my iPhone. 

Kindly advise. Thanks.

[SunsetRunner]

This happened to me just now. I had over 3,300 calories burned today and had nine active hours. When I synced my Fitbit it dropped down to 2,200 calories and only one active hour. I uninstalled the app, reset my device and then downloaded and synced again with the same results. Never happened before but very frustrating! 

[Mike0211]

That was surely frustrating. It happened to me a number of times; some of which I didn’t post here anymore since none of the moderators seem to know what the software bug is about. Just today, for unknown reasons, my Fitbit display is out. It’s still able to synch up my steps although the display shows random small lines only. Weird product! ... lousy, actually