Sense stop syncing SpO2 data on Health Metrics

[kojikimura]

I can see the latest SpO2 data on my Sense,

I can see "Estimated Oxygen Variation" from "Restoration" tab of "Sleep" tab of fitbit app, 

so I'm sure that SpO2 are measured and recorded properly.

But when I open "Health Metrics" tab of fitbit app, "Oxygen saturation (SpO2)" shows data only up to Sat Mar 6. Starting from Sun Mar 7, data is empty. It also says "Last night: No Data".  

I tried both "Week" and "Month", but neither of setting shows data after Mar 7. 

Other filed of "Health Metrics" are all fine, i.e. "Breathing rate (BR)", "Heart rate variability (HRV)", "Skin temperature", "Resting heart rate (RHR)" all shows entire week/month data without missing. 

I tried "Sync Now" on Sense from fitbit app, I have tried to reset Sense, restarted fitbit app, for several times each, but the issue remains the same.

Sense Version is 128.4.17. 

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @kojikimura, it's nice to see you here in the Community Forums.

Thanks for sharing detailed information about this situation, as well for every step tried before. Please note that while you're receiving EOV data on the sleep tile, you need to have installed any Fitbit SpO2 clock face or the SpO2 Tracker app in order to track this data. Because your post didn't mention, make sure all the permissions for the clock face or app are enabled, and double check the factors that prevent your watch from recording SpO2 data described here.

By the way, I've moved your post to the Sense board so you can have more chances to receive help from the Community, and to keep our forums organized.

[kojikimura]

Lizzy,

No, your answer didn't help at all. 😢

When I mentioned "I can see the latest SpO2 data on my Sense", that means I have already installed and used several Fitbit SpO2 clock faces. None of clock face makes any difference. I also verified that "SpO2 Tracker" is installed as "My Apps" tab of fitbit Sense.

Most importantly, it has been working fine until March 6. It stop showing data starting from March 7, on "Health Metrics" tab.

Obviously, I have already searched and read many article related to this topic, but couldn't find the answer. That's the reason why I posted this.

[Rich_Laue]

You still have the SpO2 app installed on the sense? You do get a sleep score in the morning? 

[kojikimura]

Yes, to both questions.

[LizzyFitbit]

Hi @kojikimura, it's good to see you here again. @Rich_Laue, thanks for your help!

Thanks for getting back with the requested information and for your feedback. I understand where you're coming from and the suggestions from my post were shared to make sure your Sense meets the right requirements to track the SpO2 data. Because the possible steps have been tried, I'd recommend to get in touch with our Support team and provide every detail shared in this thread so they can further investigate. Please click here to get connected with them via chat and phone, and be sure they'll work on this situation to bring you back on track.

[volkan_ayk]

I am having the same problem. I cannot see my SpO2 data in Fitbit App since last Friday, but I can see it when on Fitbit when I switch to the SpO2 watch face. So it Fitbit seems it is recording but there is a problem with synchronization. 

[kojikimura]

Hi volkan_ayk, I went to here and did a "LIVE CHAT". After I sent a screen shot of Health Metrics in the chat session, I believe the support team understand the issue. Here's what I got by e-mail after the chat:

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Hello Koji,

It's been our pleasure chatting with you today regarding your Sense that stopped syncing SpO2 data on Health Metrics tile.

We appreciate all your efforts in troubleshooting the issue.

We are still in the process of reviewing this case and would like to inform you that a separate email will be received the soonest possible time.

If you have additional questions about your Fitbit device or services, visit help.fitbit.com.

Sincerely,
Patrick and the Fitbit Team

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

[volkan_ayk]

thank you for the information. So they seem to be aware of the problem, let's wait and see when they will resolve it. 

[kojikimura]

Hi volkan_ayk,

Last night, I noticed that there are version 3.39.2 of fitbit app available "2d ago". It says "Bug fixes and performance improvements", without any further description. 

So I updated fitbit app, and now the issue seems to be resolved. I can see the missing "Oxygen saturation(SpO2)" data on "Health Metrics" tab, fully recovered. Even this morning, I got "Recent sleep" value successfully. 

According to "Version History" of fitbit app, 3.39.2 is "2d ago", 3.39.1 is "1w ago", 3.39 is "2w ago". In my case, it seems to stop syncing after version 3.39 is downloaded, but recovered with 3.39.2. So I guess fitbit engineers found the bug and delivered the fix...

Please check your version, and update it if it's not 3.39.2. Let's see if it also fix your issue.

FYI, my iOS version is 14.4.1.

[Lilian]

Same here, and support wasn’t helpful at all. They sent me a link to an old article that has nothing to do with my problem. I still can’t see my SpO2 in health metrics.

[Lilian]

I just updated it and it didn’t resolve the problem.

[volkan_ayk]

hi kojikimura,

Mine was updated as well and now it seems working almost fine.. at first the missing 4 days came ... for today I did not have any SpO2 reading until now, now I have close application and open again and it comes... it is still not stable but better than before...  

[volkan_ayk]

Hi Lilian,

Maybe a reset of Fitbit works.. it worked in my case ... 

[kojikimura]

Lilian,

As volkan_ayk mentioned, resetting fitbit Sense would work. Please give it a try, if you haven't done yet.

In my case, I updated fitbit app to the latest version, then close fitbit app, reset fitbit Sense and wait it until it comes back, and open fitbit app to sync. 

> support wasn’t helpful at all. They sent me a link to an old article that has nothing to do with my problem.

I agree. I also received e-mail from them with that old article.

[kojikimura]

Hi volkan_ayk,

> it is still not stable but better than before...

Yes, that's what I feel, too.

[Spkyros]

Hi After the installation of the latest version of iOS 14.41 in my iPhone and having the version 128.4.17 for my Fitbit application for my sense the problem was solved 
Thank you 
Spyros


Sent from Yahoo Mail for iPhone

[JavaGurl76]

I just got my Sense & it says app is downloaded but under metrics it tells me to download the app! 

nothings working. I'm getting frustrated 

[gainas]

I have received a similar response to yours. No detail in how long it is going to take i.e. the soonest possible time!  Perhaps they are hoping we will just go away.  It is very frustrating!

[JavaGurl76]

I went into the apps but I could not find a way to update any of them.