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

[kojikimura]

JavaGurl76,

I'm not sure if this help, but let me list the version information which seems to be working fine for me right now.

• iOS 14.4.1
• Fitbit: Health & Fitness (app) version 3.39.2
• Fitbit Sense  Version 128.4.17
• SpO2 Tracker  Version 2.0.2, Updated November 12, 2020
• SpO2 Signature (clock face)  Version 2.0.5, Updated November 19, 2020

If you see any difference, you may need to update it to the latest.   

Although SpO2 Signature (clock face) should not be required, I use it to confirm that I get SpO2 data from the last night sleep. 

And whenever I see something odd, I close app, reset Fitbit Sense and wait for it to come back, then open app to sync. I got so used to this process by now 🙂

I wish you a good luck with your Sense !!

[gainas]

Hi



Many thanks. I will have a look at this later on.



Much appreciated.



Gainas

[LizzyFitbit]

Hi everyone. It's good to see you participating in the forums and thanks for every step tried prior to posting.

I understand how frustrating this can be and be sure that your feedback won't be taken for granted. If you've not done so, please give a try to the suggestions shared by our friend and make sure all the permissions are enabled for either the SpO2 Signature clock face or the SpO2 Tracker app. If the issue persists, let me know the model of your phone so I can further investigate on my end.

@kojikimura, thanks for taking the time to share the steps that worked for you. I'm sure your posts will help many members experiencing similar issues.

[volkan_ayk]

Hi @kojikimura ,

I have the same configuration and after updating IOS14.4.1 it seems the problem was solved but, yesterday again I lost SpO2 data.  Just came after resetting the app.

It seems the only way is as you suggested to close the app, open and synchronize. 

[kojikimura]

Unfortunately, I got the same issue comes back again since yesterday (Sat Mar 20). I tried close/open app, reset fitbit Sense, with different clock faces, but I cannot get "Oxygen saturation (SpO2) " data on Sat 20 (yesterday) and Sun 20(today). 

So this issue was not resolved yet...

I'll send an e-mail to https://contact.fitbit.com with detailed description, to see if I can get any valuable information or not. 

[gainas]

Can’t believe so many people have this problem.

Sent from my iPad Pro 12.9 2020

[LizzyFitbit]

Hi @volkan_ayk, @kojikimura and @gainas I'm glad to see you again.

@volkan_ayk, as you may know the SpO2 data should appear as long as your Sense has synced with the Fitbit app. I appreciate your efforts while working on this situation and because this continues happening, I'd suggest you to get in touch with our Support team so they can help you with this matter. Click here to get connected with our team via chat or phone.

@kojikimura and @gainas, thanks the steps tried as well for sharing your thoughts about this situation. I understand where you're coming from and I've been informed that you already have a case created with our team. I'm sure our team will work on your cases to bring you back on track, so please keep an open communication with them.

[kojikimura]

LizzyFItbit,

Well, things are getting even more weird. I got responses from support team, which basically asked me to clear cache of Safari. I'm also asking the reason behind it, but I'm not sure if they can reveal the background information or not... We'll see.

On the other hand, before I clear Safari cache, I closed and open fitbit app one more time. This time I got missing data on Sat 20 and Mon 22 (today), but it still miss data on Sun 21 (yesterday). This is very strange. 

After that, I cleared cache of Safari, but the results are the same. I also noticed that fitbit app version 3.40 became available, so I updated but the results are the same. I even turn off iPhone and power it up again, but the results are the same.

I'll see what I will get tomorrow, and contact support team about it once again.

In case you're wondering what support team told me, here's a part of conversations:

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Please try to clear the cache the Fitbit app on your phone. To do so:

1. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
2. Then, go back to the previous screen and tap “Force stop”.
3. Reboot your phone.

We hope that this information helps.

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Can you be more specific about how to clear cache?

From setting of iPhone, by tapping on Fitbit, I don’t see any way to clear cache of fitbit app.

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 Here’s how to do that.

1. To clear cache completely, go to Settings > Safari and tap Clear History and Website Data.
2. Once again, tap Clear History and Website Data.
3. If you are having an issue with a particular website, go to Settings > Safari > Advanced > Website Data.
4. Now use the search bar at the top to find the website you’re looking for. When you find it, swipe left and tap Delete to clear cache for that particular website.

[Rich_Laue]

@kojikimura you where asked to clear the Fitbit App cache, 

However I can't find a way to clear the cache for just one app, your instructions are for a global, clear all cache. 

This should not be much of a problem since cache is always temp data. 

Everything I read says that your step 1 should be adequate. 

[LizzyFitbit]

Hi @kojikimura It's nice to see you again. @Rich_Laue Thanks for stopping by to share your insights.

@kojikimura Thanks for sharing the information provided by our Support team. While I understand your concern, be sure that your case is in good hands and our team will continue helping you with this matter. Please follow their recommended steps and keep an open communication with them about your watch's behavior. That way they'll be able to identify what may be occurring and bring a solution for you.

[kojikimura]

I got response from fitbit support team. Here's a part of the message.

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We appreciate the details that you've provided regarding the issue on your Sense's SPO2 data.
With this, we'll be raising your case to have it reviewed. Once we heard from our higher tier of support, we'll then contact you.

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So let's see how it goes.

Meanwhile, I got iOS updated to version 14.4.2, but the problem persists.
Last date I was successful in syncing SpO2 data was Tue March 23. No luck since then.

[LizzyFitbit]

Hi @kojikimura It's nice to see you again.

Thanks for sharing the details provided by our Support team. I'm sorry you continue having this experience with the Health Metrics tile. Be sure that our team will further investigate this situation to bring you back on track, so please follow up with your email case should you have any questions.

[kojikimura]

Well, so far they asked me the version of fitbit app, and asked me to restart fitbit Sense and restart iPhone. Nothing new to me.

Here's a part of latest e-mail I received:

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Thank you for getting back to us and doing the troubleshooting provided.
Thanks for letting us know about this issue and providing screenshot. Out higher team is aware of it and are working to identify a resolution as quickly as possible.
We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.
Please let us know if there's anything we can do to assist you in the meantime.

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

So I hope I can get some resolution on this issue.

[SunsetRunner]

My problem is similar, with BR data. I was asked to send my Fitbit sense back to them. With the new one nothing has changed. I had one BR recorded ASAP I installed the SPO2 face on the 30th October and that was it. All my settings are the same as your ones, a part the Fitbit app which is still version 3.39. The watch face should not be mandatory (with the previous Fitbit sense I had more -yes, more- BR data than with this one and such watch face was not being installed). So basically: I was asked to send my Fitbit back because of the lack of BR data, and with the new one so far there were even less records than before. My guess @kojikimura  they won’t be able to fix it and they will be waiting for you to give up, as did I. 

[gainas]

Similar situation but thankfully this resolved my problems. Fingers crossed but after reading all the problems I am keeping my fingers crossed! Good luck with your Sense.

[SunsetRunner]

Hi, can you please define "this"? What did you do / what was done in order to fix it? Thank you 

[gainas]

Hi - yes Fitbit changed it under Warranty. It was only a few weeks old. Fingers crossed this one works. 

[SunsetRunner]

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@gainas wrote:

Hi - yes Fitbit changed it under Warranty. It was only a few weeks old. Fingers crossed this one works. 

---

Lucky you 🙂 they did the same with mine but to no avail ! I have just done a factory reset, let's see if tomorrow it will work. Thanks for your reply!

[gainas]

I also took everything off the system and installed the new watch with a fresh installation. Perhaps if you did not do that it might help to give it a try. Have to say the SP02 takes up to an hour after I get up sometimes to show on my watch face and a further time after that to appear in the App. So far so good though! The App is not the best. Seems to take ages to catch up. Another story for another time as they say.

Sent from my iPad Pro 12.9 2020

[SunsetRunner]

Hi again! That was the first thing I did, like a brand new one. The Sp02 takes few hours before appearing on the app and therefore on the watch face - which again is not mandatory to have such reads. Odd enough tho, when I installed the watch face few days ago, that was the only time I had breathing rate data logged. The only thing that hasn't change in all this is the firmware. But let's see if by factory reseting the sense and by keeping the app logged during the process will have a positive outcome. Tomorrow morning, probably. Said that, I still think it's ridiculous that a quite expensive smart watch such this still has so many issues. It would be great to count ourselves, to see how many are experiencing the same issues with BR or SP02, but as you said, that's a another story for another time. I will post tomorrow if something changes. Take care!