Exercise tracking in app - no heart rate data

[robynarthur]

Hi!

I just upgraded to the Charge 2 (from a One) and am trying out the different exercise tracking options.

I'm used to tracking a run from the fitbit app on my iphone.

My question is regarding the heart rate tracking.  If I track my run from the Charge 2 I see my heart rate data in real time during the run (on the Charge 2 screen) and a summary afterwards in the fitbit app.  But if I track a run from the app I don't see any heart rate data - during the run or in the summary afterwards.  I assume the Charge 2 is tracking heart rate during the run regardless, so why doesn't it show me that data in the app as part of the exercise summary?

As I run without my glasses, I find it easier to see my run stats in large font on my phone than on the small Charge 2 screen.  But does this mean I can't record heart rate data for my run unless I track the run from the Charge 2?

Thanks for any help!

Robyn

[Lemone]

Hi Ricardo,

I really appreciate the update and like you look forward to the issue being resolved - we all love our data!

Sent from my iPhone

[mollyb2012]

@RicardoFitbit I’ve got an Apple phone and it looks like this happened after the most recent update for the app (Version 3.2). With everyone having issues with the firmware update that has been rolling out for users, I’m hesitant to update the firmware on my device  because everyone has been saying that their devices have been crashing. Sounds like this might be more of an app update issue then a device issue  

[LHatch_29]

Thank you ,Ricardo for your reply. Is it possible that you could give us an
approximate date when the issue will be resolved? It doesn't have to be
exact.
Thanks,

[sbundt]

Last Monday is the last time that the heart rate was tracked while starting an exercise using the app for me as well. I always start my exercises in the app as I like having the GPS map data to look at and my rate rate is showing on the watch during my workout but is no longer there in the data when the completed workout downloads to the app. Please help! 

[Stushaw247]

Yesterday, I tried repeating my "start the tracker app from the Charge 2 and the phone simultaneously" trick, but only the phone started tracking appeared afterwards without the HR information. I received a "tracker software update" later yesterday, which I performed.  Perhaps that will fix it.  I'll try later today.

[ZufaelShah]

Hi Ricardo, i opened my app and there was an update available, is this update for the Heart Rate monitor to work in the Tracker? I have lost valuable points this week as a result of the heart rate not working and don't want another week to go by.

Your prompt response will most sincerely be appreciated.  

[Wade995]

Last night I noticed a: 

- Firmware Update: CHECK!

- Tracker Update: CHECK!

- New Dashboard: CHECK!

Feeling good about the possible HR fix. 

I wake up set & ready for a run to see what happens

- HR Fix now back on summary: NOPE

- Any new problem: YEP

Not a big deal but I prefer verbal cues at every .5 miles. The default is at every 1 mile. If you try to change this, the app crashes. So for now I’m stuck at cue frequency at every mile only. 

The hole is getting deeper, Fitbit. 

[LHatch_29]

Oh good grief.

[Zephyrette]

I also have this issue and it's driving me crazy.  It is the whole reason I use the Fitbit app so I hope this will be escalated, because this is what I spent the money for.  You can see what part of your route got your heart rate going the most, which is a real useful feature to increase your fitness.   So far I've spent a couple of hours trying to fix this myself (including a call to Fitbit which did not produce results).  I really miss seeing the HR on my exercise.   I have not received the Firmware update yet.  My phone is an iPhone 7 plus.  I do not want to start my exercise from my watch.

[Stushaw247]

I've found that by starting my "walk" with the tracker and the phone app at the same time I get the HR info from the former and the 1/2 mile updates from the latter.  Of course I have to delete the latter when I'm done.  Can't take credit for 2 10 Mile walks. lol.

[Zephyrette]

I just want Fitbit to fix it.   It used to work no problem & that is what we paid for.

[Lemone]

There has been a tracker update and an app update but still no sign of a fix - come on Fitbit this needs to be fixed!

Sent from my iPhone

[Ping_timeout]

Same issue here as the rest since about a week ago. am using inspire HR. Hr stats just disappeared from workout summary - super frustrated with Fitbit

[ZufaelShah]

Went for my usual workout, still no HR on the Exercise app. The whole reason to buy a fitness watch was for the HR. Come on now FITBIT , as I am wasting valuable points, still need the exercise but more importantly working towards a points target on my Health plan. 

[SunsetRunner]

Dear Fitbit, please inform us with at least some horizon. This issue frustrates many users in the community. This isn’t a minor bug, you took away basic functionality why you made me buy your device(s). It does demotivate me to go out and run, while your solutions should do the oposite. Your communication and agility is very poor until now and that doubbles the letdown to me. I would say for a brand like fitbit, one more week from now, including decent communication, is the max acceptable solution time fur such a clear and basic error. It’s up to you.

[LHatch_29]

I have posted our issue to Facebook now.  Maybe it will help to get a response.  I also notice that Fitbit is having financial issues -- this issue certainly won't help sales!

[SunsetRunner]

The update didn’t help!

Good grief!

Sent from my iPhone

[Helwete]

I also have this issue on my Versa clock. Would really like to see a speedy resolution to this.

[Lemone]

I quote, “We don't have an estimated as to when it will be resolved, but our team is continuously working to have it resolved as soon as possible. We apologize for the inconvenience and hope to have things back to normal soon. Thanks for your patience” ...

Sent from my iPhone

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance with this situation, pardon me for the delayed reply. 

Thanks for the information that was shared in each of your posts, your understanding and patience while we work to resolve this situation is really appreciated. As it turns out, as a Community Moderator I'm unable to give an exact date of when this is going to be completely resolved because specialized teams here at Fitbit are working to identify a resolution as soon as possible. Once they give me an update about this, I'll make sure to post such information over here to keep you all informed. Rest assured, Fitbit is working hard to resolve this heart rate inconvenience as soon as possible.

In the meantime, don't hesitate to contact me back if any of you need anything else.