Versa wouldn't sync all data- factory reset and repair=lost data

[snmills]

Hi, 

My versa wouldn't sync all of the data (sleep hours, active minutes, and reminders to move) - what was showing in the app was different than the watch. 

-Fitbit app showed it was updated

-restarted versa several times

-synced with the app and did a factory reset. 

-versa updated and the majority of my data from today is gone along with my clock face. 

How do I get that data back? The data is gone from my fitbit dashboard as well and no, I'm not using the wrong email address. 

[Marrrmaduke]

@snmills you won't. Factory reset wipes your tracker. It restores the tracker to factory defaults, to out-of-the-box state. That's why one needs to sync the device before performing a factory reset. If one cannot sync, data will be lost. It's unfortunate, but that's how factory resets work.

[snmills]

I did sync the data before a factory reset. According to the app, it was all synced before I did the rest 

[snmills]

In fact, my steps per hour is reporting data from 1pm whereas my steps are counting the data from 8am. 

[Marrrmaduke]

@snmills double check with the dashboard on Fitbit.com. that reflects the state of data on Fitbit servers. If it's missing there, then it won't get synced back to Fitbit app and to your Versa.

[snmills]

Fantastic. Looks like all my data from today is gone. There's some sort of glitch between your app and your server.... backed up to the app a half dozen times before I considered a factory reset.

[Marrrmaduke]

@snmills the app is not mine as I'm a mere Fitbit user just like you are. Have you taken a look at dashboard? When was the last sync?

[snmills]

I looked at the dashboard after I lost most of my data for the day, but didn't take note of when it synced. My versa is set to all day sync and I watched it sync with the app literally right before I did the factory reset. The weird part of it is it kept my step per hour goal data but deleted the actual steps taken. 

[Marrrmaduke]

@snmills Unless there's a timestamp, I'm afraid it didn't sync. Sometimes the progress bar starts moving and then it looks like it synced, but in reality it didn't. To check the status, please open Fitbit app, tap on Versa icon and scroll down to the sync section. It should show the timestamp there as well. I'm sorry I couldn't help more.