Internal server error when viewing ECG results

[Britbat]

I bought the Sense to keep track of my Afib however now when I go to heart assessment to  view results I get a screen with big foot saying that the internal servers are down. I contacted support twice and included a screen shot, updated the Fitbit reset both my iPad and Sense and it still won’t let me view results etc. Support has been useless so does anyone know what is going on? Thanks.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Welcome to the Community, @Britbat.

I've moved your post to the Sense board so we can keep the forums organized. Thanks for bringing this to our attention, and for your efforts while working on this matter. I'm sorry for this inconvenience, as well as your experience with our Support team. Every feedback shared in the forums helps us to evaluate our procedures and improve our services, and yours is truly appreciated.

About the ECG app results, may I know since when this started to happen? What is the model and OS version of your iPad? Also, have you tried checking these results on a different mobile device?

[Britbat]

Hi Thanks for the reply. My iPad is an air 2 and the version is 15.5. I do not have another device to try it on. It has been about 5 days now.

Sent from my iPad

[Britbat]

Screenshot

[LizzyFitbit]

Hi there, @Britbat.

Thanks for replying back with the requested information, and for sharing a screenshot of the error message. I'm sorry the issue persists and because this shouldn't be happening, I went ahead and forwarded your posts to our Support team so they can investigate what may be occurring. They'll provide you with more information via email, so please keep an eye on your inbox as well as an open communication with them.

[GTurner]

I have an android phone and I am not able to get any heart info/ECG .Any recommendations? Thanks 

[Britbat]

I’m waiting for Fitbit support to get back to me, see the moderator ’s reply above.

[LizzyFitbit]

Welcome on board, @GTurner. @Britbat It's good to see you again and thanks for your help.

@GTurner Thanks for joining this thread and confirming that you have an Android device. Just to confirm, are you getting the same error message mentioned in this thread? Also, is the Fitbit app updated? If that's correct, I'd recommend contacting our Support team so they can provide you with further assistance. They're available via chat and phone, just click here to get connected with them.

[Britbat]

Back working ( mostly ) so far with a slight change to the error message. Will check again in a few days.

[Britbat]

Back to not working with the original message again.

[LizzyFitbit]

Hi there, @Britbat.

Thanks for keeping me posted, as well as your efforts while working on this matter. I'm sorry the error message keeps appearing. I've forwarded your recent posts to our Support team so they can evaluate this situation and help you out. While there might be a delay in their reply, rest assured your case is in good hands and they'll send you an email with more instructions. Please keep an open communication with them.

[Britbat]

Worked again for 4 downloaded results then stopped with yet again a slightly different screen

[Britbat]

The download problem seems to be resolved, have been able to view and download the ECG PDFs from my Fitbit Sense for 4 days now. Hopefully this will continue indefinitely!

[LizzyFitbit]

Hi there, @Britbat.

Thanks for keeping me posted! I'm glad you've been able to download your ECG results flawlessly and I hope you can keep enjoying the experience with your Sense.

I'd like to invite you to visit our Health & Wellness board where you can share your story, meet people and create your own topics. Happy stepping! 😎