Inspire HR app syncing issues led to data loss

[wandercrystal]

My Inspire HR has been having issues syncing with my android app since I updated the firmware (I'm not even sure if it's successful because it's now 1.63.12 and I see that 1.63.5 started rolling out in July but there isn't any prompt to update again about 3 weeks ago (I'm not even sure if it's successful because it's now 1.63.12 and I see that 1.63.5 started rolling out in July but there isn't any prompt to update again).

Before the update, I only needed to refresh the dashboard once, twice at most, and it would sync fairly quickly. After the update, it takes multiple refreshing and slow syncing with the occasional "Sync failed" error message. And finally over the weekend and today, I haven't been able to sync the data. It got so wonky. Over 6k steps were synced for today but no heart rate (my heart rate was definitely displayed on the tracker's screen when I checked every now and then), I then had another 2k steps so I tried to sync again but the step count went back to 0. Step count and heart rate for the last 2 days remained at 0 as well.

I just spent over 2 hours trying to fix the connection. I restarted my tracker (which didn't show the smiley face even after numerous attempts – it used to work when my tracker stalled once after I fell and knocked it against a pillar), re-installed the app, restarted my Bluetooth connection, restarted my phone, etc, I went through all the troubleshooting steps I found on Help pages and forum multiple times but to no avail. Eventually I had to remove the tracker from the app and re-link it, which worked, but now my sleep and heart rate data since Friday seems to be lost forever. Even another app I use for a challenge couldn't retrieve that data (my last sync was Friday since the sync wouldn't work over the weekend). This also affected the data that usually comes with exercises logged.

Is there any way to retrieve the lost data? This is extremely frustrating because my tracker is new. I only had it for 2 months but there are already so many problems! 

[AlvaroFitbit]

@wandercrystal A warm welcome to our Community! Sorry for the delay in my reply.

Let me help you with your inquiry. Since the tracker didn't sync and was removed from the account, this data is lost and won't be able to retrieve it. Still if you wish you can manually log a walking activity to have a record of the steps done on these days.

Let me know how it goes.