Inspire HR step and heart rate accuracy - No sleep records

[Jerryagain]

Two issues with the same underlying problem:

I can wear the inspire all day, but it only counts the first few hours of movement, even though I am walking most of the day.

During sleep, inspire “thinks” I got up at 1:30am, and went back to bed at 4:30, so it misses the intervening 3 hours of sleep.

Moderator edit: Subject for clarity

[NellyG]

Hi @Jerryagain  Try restarting the Inspire several times and see if that helps. Please come back here if you continue to have problems

Restart your tracker

[Jerryagain]

I’ve restarted the Inspire numerous times. After several days of this, restarting several times, it still does not record sleep, it does not record heart rate (other than at the moment), and does not record steps (except at the moment). When I open the app, no data appears.
It’s getting ridiculous. Especially since this is my “new replacement” Inspire, for which I waited a month.

Jerry Leibowitz

[NellyG]

I have flagged your post for a moderators assistance.

[RicardoFitbit]

Hello guys! Thanks for bringing this post to my attention @NellyG, it's nice to see you again participating. Let me give you a warm welcome to our Community @Jerryagain I'm here to give a hand with this situation. My apologies for the delay in responding.

@Jerryagain I'd like to first appreciate your effort and patience troubleshooting this uncommon behavior prior posting. Can you please let me know if your Inspire HR, Fitbit app and your mobile device are up to date? Also, please let me know if you're not receiving sleep information at all or if you're receiving auto-sleep information instead of Sleep Stages? As it turns out, the Sleep Stages feature may experience difficulties because your Inspire HR is not recording heart rate data as designed and this specific feature uses heart rate data to track your sleep. That said, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. Regarding your step count, please review this help article for more information about how Fitbit devices calculate your daily activity. 

@NellyG Your willingness to help is always appreciated, thank you for helping other users in the Ionic board. 

[Jerryagain]

Thanks for the reply.

The device itself seems to be recording heart rate and steps, which I can see if I check the device during the day. There is an issue with syncing, as I get the message “sinc failed, try again”, and only “steps” appears to be uploaded.

If i look at the app at the end of the day, sometimes , for example, heart rate seems to just cut off. The graph, for instance, ends at 1:30pm even though I wore the device all day. Same for steps. Sleep, likewise, sometimes acts as if I got up for a few hours in the middle of the night (which I didn’t). Most puzzling, sometime the app will show missing data a day or two later. I have tried deleting and reinstalling the app, but that changes nothing.

[RicardoFitbit]

You're welcome @Jerryagain thanks for your reply and update. My sincere apologies for the delayed reply.

I'd like to appreciate your detailed reply regarding the difficulties you're experiencing with your device. Can you please let me know when was the first time you experienced this "sinc failed, try again" error message on your device? Also, which mobile device are you currently using to sync your Inspire HR? Did you already check that the your mobile device and the Fitbit as itself are up to date? Seems that your device is struggling to track your heart rate, did you take in consideration the help article that was provided in my previous post? Let me share with you that the sleep records are being affected too because our Sleep Stages feature uses heart rate information to track your sleep patterns. 

Looking forward to your reply. 

[Jerryagain]

Probably going on for a week or two, somewhat randomly, bit more consistently in the past 5-7 days. The app is mainly on a Google Pixel, which is up to date software-wise. I’ve also tried it on an iPad Pro (also up to date) with no real success. The Inspire appears to record the heart rate at the moment, but doesn’t upload the full data to the app. Changing the position or tightness of the band doesn’t appear to change anything: heart rate at the moment is fine, but nothing comes up on the app.

Jerry

Moderator edit: Removed personal information 

[RicardoFitbit]

Welcome back @Jerryagain your reply and the information shared are appreciated.

Seems odd that your device is only syncing certain information that was tracked. If you haven't already done so, I recommend you to try the steps from our help article: Why won't my Fitbit device sync? even though your device is partially syncing data and then let me know how it goes. 

I'll be waiting for your reply. 

[Jerryagain]

Yes, I’ve done all that. The Pixel and Inspire software is up to date, the app has been deleted and reinstalled (as well as forced stop and restart), the Inspire has been reset many times, etc. The issue is the same: momentary data shows on the Inspire, but the app never syncs. The last time it did was Wednesday the 22nd. Strangely, the only data that shows on the app are the total steps (not he pattern thru the day), and the present heart rate (not the pattern thru the day).

Any ideas?

[RicardoFitbit]

Hello again @Jerryagain I appreciate your reply and the details that were posted, my apologies for the delayed reply.

This is certainly not a common behavior nor the way we designed our Inspire HR device, thanks for taking in consideration the help article that was previously posted. To better assist you, can you please let me know your Fitbit app current version so I can verify that it's up to date? If possible, please send me a picture of your current Fitbit app version. Also, did you tried syncing your Fitbit with a computer?

Looking forward to your reply.