Heart rate graph isn't showing in exercises

[GP9876]

I have been using Firefox to access my dashboard selecting one of the recent exercises one get  a detailed report map, and graphs for pace, elevation, calories burned and some impact information.

A week or so ago I would also get a heart rate graph, but no more. The dashboard does have a heart rate graph, but, it does not display max heart rate for the exercise period (probably due to sampling rate). The heart rate graph in the detailed exercise report did show max heart rate.

I did an export of my account archive and the detailed heart rate is there. It seems that the detailed heart rate graph was deleted from the website display. I really would like to have it back. Just for the record I used two other web browsers with the same result.

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to see you around @GP9876.

Thanks for letting us know about this issue. Can you please provide me with some screenshots of this problem? In the meantime, I recommend checking if this issue is also happening in the Fitbit app.

Let me know the outcome. 

[GJALPHA]

It's an issue that Fitbit is all to well aware of.It is happening over a range of different devices. Fitbit is being very quiet about admitting the issue sits at their end and rather ties the user up with screenshot requests and tips such as reboot your device etc which so not solve the issue.I have called Fitbit and they assure me my case has been upgraded and that the support team is well aware of the issue. Disappointing that they won't just put up something to that affect on these forums.....  

[GP9876]

This is a short piece of my account archive for 30Jul19 showing at the top the max heart rate for the exercise period.  This show two things: 1) the data is getting from my Charge 3 and into my account data base, and 2) That the dashboard heart rate graph is too coarse to give me accurate exercise heart rate information.  (database max is 172 - dashboard graph max is 154).  When I go to the exercise detailed view the accurate heart rate graph I was seeing/using up to about 2 weeks ago is now missing.  Snapshots of these two pages are below.  Can't give you snapshot of what I used to see, but it looked just like the screen shot, but, had a fourth graph for BPM data.

},{
"dateTime" : "07/30/19 16:50:56",
"value" : {
"bpm" : 172,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:51:01",
"value" : {
"bpm" : 171,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:51:06",
"value" : {
"bpm" : 170,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:51:11",
"value" : {
"bpm" : 169,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:51:16",
"value" : {
"bpm" : 170,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:51:26",
"value" : {
"bpm" : 169,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:51:31",
"value" : {
"bpm" : 167,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:51:36",
"value" : {
"bpm" : 163,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:51:41",
"value" : {
"bpm" : 161,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:51:46",
"value" : {
"bpm" : 166,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:51:51",
"value" : {
"bpm" : 168,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:52:01",
"value" : {
"bpm" : 168,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:52:06",
"value" : {
"bpm" : 169,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:52:11",
"value" : {
"bpm" : 170,
"confidence" : 2
}
},{
"dateTime" : "07/30/19 16:52:26",
"value" : {
"bpm" : 171,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:52:31",
"value" : {
"bpm" : 170,
"confidence" : 1
}
},{
"dateTime" : "07/30/19 16:52:35",
"value" : {
"bpm" : 170,
"confidence" : 0
}
},{
"dateTime" : "07/30/19 16:52:38",
"value" : {
"bpm" : 170,
"confidence" : 0
}
},{
"dateTime" : "07/30/19 16:52:39",
"value" : {
"bpm" : 167,
"confidence" : 2

Dashboard for 30Jul19Detailed exercise page for 30Jul19

[GP9876]

Sorry forgot the second question.  The Fitbit app (iphone) is not, nor ever been the same the website display.  The only graph ever on the app is calories burned which for me is a useless who cares graph.

[justajogger]

I'm having this very same problem. The heart rate graph in exercise details has disappeared as of a few days ago. It has also disappeared from past exercise data - in other words, there were heart rate graphs on past exercise details that are now gone.

I hope the data can be restored! Are they working to solve this?

THanks

[GP9876]

Nice to know someone else uses the data/has the problem. For the time
being, if you go to your website dash board and select "view settings", all
the way to the top right of the web page. On the drop down menu select
settings, and on the left hand side of that page select "data export".
Select "request data" down towards the bottom. You'll get an email
telling your the data is available and you can download it. You end up
with a zip file. Open that and scroll down to find the heart rate file you
want to look at (the files are dated and each one contains the data from
that day. Heads up, the time is in GMT so you will have to add your time
zone hours to it to match it to the time of your jog/run. Ex I am in MDT
so I have to add 6 hours to the GMT time to the time of my run say 0900
+600 which equals 1500, so in the file I start looking in the file at time
1500 for my exercise data. The amount of data makes this a pain, but lets
us limp along until they fix the problem.

[justajogger]

Thanks for the tips about downloading the data! I'll definitely try to use it.

I miss the graph. It was so easy, and really great to see the HR minute by minute. That is such useful information for training. I hope enough people complain that this feature will be restored quickly -

[AlejandraFitbit]

Hey @GJALPHA, @GP9876 and @justajogger it's great to see you around.

I am sorry for the delay in respond. Thanks for the screenshots and for letting us know about the missing heart rate data from your exercise graphs.

We are aware of the problem and are working to resolve it as quickly as possible, sorry for any inconvenience it's caused and appreciate your patience and look forward to getting you back on track.

Please let me know if there's anything I may do to assist you in the meantime. 

[justajogger]

For what it's worth, I've now noticed that the heart graph only disappears when the exercise is started with the phone app. If I start an exercise with the wristband or if an exercise auto-detects, the heart graph is still there in the "details" page on the laptop version.

BUT. I need the phone app because there is no distance correlated with it as I run without it - if I enable the location for GPS on the phone the distance I'm running only shows after I complete the run. But if I start the exercise app for a run, the heart rate graph disappears in the details again!!

This is terribly inefficient for fitness purposes. I need the distance, pace and heart rate while exercising to see if I'm improving at the same heart rate. I need the graph afterwards for a record and to correlate exertion with time and distance, etc.

The other problem for me is I can't see the heart rate on the wristband unless I find a spot of shade and put my bifocals on. I wish the heart rate could appear as part of the exercise screen on the phone while running. I can see those numbers.

[Sokom]

I believe I had the same issue, I solved it by starting and stopping my exercise using Charge 3 rather than using my app.

[M4TT-RUN]

What is the progress on this issue?

[Sokom]

No resolution, it is very irritating.

[justajogger]

There is no progress. It seems like they don't care.

I don't understand how something that previously worked and disappeared can't be re-established without too much trouble.

[M4TT-RUN]

My best guess at this point then is that this will reappear as part of the "premium service" now rolling out in the app. Why give us the data we bought the watch for in the first place when you can find a way to charge extra for it!! I'm really disappointed with this, time to start looking at a different companies device maybe?!

[Anniejj]

Same problem here (since July 2019), but they keep saying 'we are working on it'. I think that I am going to submit a complaint. Because FitBit-Support also don't let us know about the progress. How long does it take? What can we expect? Tell us something instead of making us wait... till next year? Then I want my money back right know. Because in fact I have paid for something I don't get. I can't train on heart rate now because fitbit is failing.

Also, I want to upload  images here to show the difference between the exercise with and without heart rate, but 'you do not have permission to upload images'. Great... nothing works properly.

[aeoh]

Had a very frustrating chat with customer service rep in which he said that manually logged exercises do not show heartrate information. I've been able to see my hr information on manually logged exercises for many years - it was only when I upgraded to a new tracker (inspire HR) from my old alta HR that the data, including steps added and calories, went away on manually logged exercises. 

In addition, I realized there's a weird time discrepancy. When I manually add an exercise from 9:15am to 10:15am today, for example, from my phone - it will show "not enough data." But then when I go to the fitbit website and look at my logged activities there, it says the exercise occurred from 4:15pm to 5:15pm today (times which.... haven't happened yet). 

I'm wondering if anyone else has noticed the same time discrepancy on fitbit app vs website logs. 

I've checked and rechecked my time settings. They are correct. Probably has to do something with a similar glitch where my sleep graphs are totally correct, but are suddenly shifted by many hours. 

[GP9876]

I have exactly the same problem.

[SarahRy]

I just upgraded a few days ago to the Charge 3 from Alta HR. I noticed that my walk and run that I logged had no heart rate data and that all of my previous maps had disappeared from the app. I also have a 0 min 0 calorie exercise that randomly showed up for tomorrow already. There is definitely some things that need fixed. I’m about to just return this and go back to my no frills HR. 

[Anniejj]

Jep, again, for the second time here the same problem, no heart rate data when completed exercise in app... It worked after the first time I had this problem in 2019. No I have changed my Fitbit (because it was broken) and there it is: the same problem with the heart rate, but the customer service is not helping any more... I don't understand why. Because it worked fine in the past. It is frustrating.