Unable to download Sense 2 ECG reports

[Patriciagalli]

Despite reinstalling ECG app on Sense 2 as sugggested i am unable to download pdf or share from the noyification are where i am informed the report is available to download or share--on selecting the report downloading system starts but just rolls on for ages without effecting a download --same with sharing--on android phone

Moderator Edit: Clarified subject

[JuanFitbit]

@Patriciagalli , A warm welcome to the Community! Thank you for your message. 

Our team has been informed and they are looking into this . They'll work on a solution for it. 
Hopefully it gets solved soon. 
We'll update the thread as soon as we receive further info 

[Sammie026]

I have been struggling to get my ECG PDF files to download from my sense 2 to my android phone. I have the latest updates of the fitbit app and the latest firmware for my watch. I have deleted the cache data on fitbit. It still won't download. 

Moderator edit: moved reply

[JuanFitbit]

@Sammie026 , Nice to see you around. Thank you for your message and efforts. 

As mentioned above, our team is aware that some users are encountering difficulties downloading the ECG results. 
They are looking into this and will work on a solution. 

Hopefully it gets solved soon. 

[Agnes.Sz]

Hello,

I have just bought a new Sense 2 yesterday. Downloading the ECG or sharing it is not functioning, unfortunatly that is why I bought the watch in the first place. I don´t receive a notification when the report is ready, but i can find it by opening the notifications. If I push the Download or the Share button, the circle just moves around but nothing else happens. Checked also the Downloads-list on the phone. Already tried to delete the app and reinstall it, also reseted the watch to factory settings, same problem. 

[JuanFitbit]

@Agnes.Sz Thank you for your report and describing what you see when trying to download/ share your ECG results. 
I've passed the info to our team so that they are aware of any changes
Our team is still looking into this. They'll work on a solution for it. 
Keep in mind to keep the Fitbit app up to date, should the solution be released in an update. 

We will be updating the thread as soon as we receive further info. 

[mikemore]

Yes, I also have such difficulties with PDFs. And it is currently the most in-demand format.

[GezKeats]

Hi @JuanFitbit 

I am reporting the same symptoms as described by @Agnes.Sz. I bought my father who has heart issues a Fitbit Sense 2 specifically so he could run and download ECGs and supply them to his consultant, and this feature does not work! 

We have tried everything suggested on this community threads, but no change. He uses a Realme Android phone. We have also been in touch with customer services who suggested updating the app and waiting 2 days, but no change.

Can you give us some information about 

1. What the issue is, if it is a know bug

2. When will the issue be fixed

as we are on the verge of returning the watch with some very negative reviews.

[JuanFitbit]

@mikemore @GezKeats Thank you for your messages and efforts. 

@GezKeats , our team is looking into this. This is a bug, but hasn't identified the main reason why only some users are affected with it. 
I get where your doubts come from, but we haven't received any ETA yet. Please be assured that this is one of our team's priorities and they are working hard to get you all back on track. 
We appreciate when you all share what you have tried and if you notice any changes (symptoms) so that our team is aware about them. 

[GezKeats]

Thanks @JuanFitbit for the update, please let us know as soon as you hear any more