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Exercise records not syncing to the Dashboard

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I have read through some posts about tracking issues but I didn't find one that said anything about this: my tracker isn't updating in the days of exercise section even though I have the active minutes. When I go to manually log the exercise, it takes my active minutes back down to zero and takes away my steps (I had approx 4500 and when I manually add the exercise it removed 500 steps). When I delete the exercise I manually added, my steps and active minutes go back. I have restarted, logged out and back in, everything. 

 

Moderator edit: Clarified subject

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10 REPLIES 10

Hi there @Stellarchels. Great to have you in the Forums! 🙂

 

I'm sorry you're having problems with the exercises not showing in your logs but I'll be happy to help you out with this! 🙂

 

First, please try to restart your tracker. You can do this by putting your tracker to charge. While it's charging, press and hold the button on your tracker for about four seconds. This will make the tracker to show the Fitbit logo and vibrate which means that your tracker has restarted.

 

Once you've restarted your tracker, make sure to sync it and since you've already tried logging out of the app and logging back in, try by uninsntalling the app and installing it back. Once you install the app again, keep an eye on it to see if your tracker correctly syncs your activity records and if you still need more help with this, be sure to let me know. I'll be happy to help!

Ferdin | Community Moderator, Fitbit

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I am having the same problem. Device syncs fine with my iPhone 6s but not the online dashboard. For the first two weeks, my Charge 2 synced with the online dashboard but not since January 23rd. I have restarted my device, rebooted my phone, etc. I am reluctant to re-install the app, because if it is not syncing to the FitBit servers nothing is likely to be saved. My bottom line: as a researcher I wanted to download and analyze my data as a csv file and to do that I need the online data

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You can download your data from your data export page

How long ago did the tracker last sync? 

 

As for the app's dashboard, it ha two modes. 

Display the online data. 

Display live data which simply acts as a remote display of the tracker. I think this is what you are seeing and have a sync issue. 

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Perhaps I need to repeat my support concern/request. As stated in my post, my device syncs with the app just fine but has not synced to the web dashboard since January 23rd. Therefore, there is no data in the dashboard since then, so hence nothing to download

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That is where I'm confused, your tracker does not sync to the Fitbit app on the phone. It syncs through the app to the Fitbit server in the cloud. Then the app goes to the Fitbit cloud to get the data displayed. 

The web based dashboard also looks at the account in the same Fitbit cloud. 

 

When you go to https://www.fitbit.com/settings/device do you see your tracker as a connected device? 

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I think I found the problem. I used to own a Fitbit several years ago and that is the device shown and not my new Charge 2. I deleted this and now need to re-setup or do whatever is necessary to get the device, app and dashboard to talk to each other. Thanks....Bob

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Through the app log into the correct account and connect your tracker. Now on the web log into the same account. 

This could be your old account or your new account, it is your choice. 

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My Charge 2 is already set up with the app. Do I want to delete that and start a new set up for device? My concern was not losing the last month's data. I did not see a mechanism on the Fitbit web page to "add a device". Whereas, my old device used to show up in the left menu, after I deleted it, the new Charge 2 does not show up

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My Charge 2 still does not sync with the online dashboard. It syncs fine with my iPhone 6s. I did try the Connect software so I could sync with my Mac but instead want my fitbit app to sync with the online dashboard. I have created a new device setup but I still don't see my device in the online profile. I have restarted the device twice without success syncing with the online program. Other ideas? Thanks

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Hi @FerdinandFitbit, My FitBit Charge 2 had the same issue with not syncing my exercise data into the app, so I followed all your advice. It tracked the exercise I did today, but not what I did before. I need this data for a class. Thanks for helping me!

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