Unable to use ECG App on Sense

[klp04]

Anyone else having issues with being able to use the ECG app? I have deleted both the ECG app on my device and the Fitbit app from my phone (then reinstalled) but I still can’t get an ECG reading. When I click on to the heart rhythm assessment it only gives me the option to view previous results not to take a reading. 

Moderator Edit: Clarified subject

[DramaQueenDiva]

Hi @klp04,

I just took one this afternoon.  Your BT needs to be on and the app needs to be open in order to get a reading.  Open the Fitbit app on your phone and turn your BT on.  From there, scroll to the EKG app on your Sense and follow the prompts.

[klp04]

I’ve done that but when I click on the “heart rhythm and assessment tab” it only gives me the option to view results not to take a reading. I saw somewhere online that some of the senses were having issues with ECG

[LizzyFitbit]

Hi @klp04. Welcome to the Community Forums. @DramaQueenDiva Thanks for stopping by to help our member.

@klp04 Thanks for sharing that you've taken the Heart Rhythm Assessment. While this is odd, could you please confirm your country of residence? What is displayed on the Sense when opening the ECG App? If you see an error message, take a picture of it and attach it to your reply.

In the meantime, I'd suggest you to try the following steps:

1. Remove the Sense from the Bluetooth settings.
2. Force quit the Fitbit app.
3. Restart your watch.
4. Open the Fitbit app and pull down on the screen to force a manual sync.
5. Tap your profile picture > Sense > Apps > ECG and make sure the permissions are enabled.
6. On your Sense, open the ECG App and try taking a reading one more time.

Hope this helps.

[klp04]

Thank you for your reply. I’m in the UK. No error message appears. The app doesn’t give me an option to set up ECG (which my watch tells me I need to do). I spoke to someone last night on live chat who was unable to help me after “exhausting all troubleshooting options” so has escalated the issue further. I’ve only had the sense 6 months 😞 

[LizzyFitbit]

Hi @klp04. It's good to see you here in the forums.

You're welcome and thanks to you for getting back with the requested information. I just double check and the ECG app is already available for United Kingdom. While it's odd that you weren't able to install it, I'm glad you're receiving assistance from our Support team and please keep an open communication with them. I understand how you're feeling about this situation, be sure that your case is on good hands and our team will work on this matter to bring you back on track soon.

[Stephzimra]

Please let me know your resolution.  I've had my sense less than a week and have the same issue. Only see button to review results but can't get it to work on my fitbit.

[Stephzimra]

Actually I just removed and reconnect via bluetooth and it works now.

[LizzyFitbit]

Welcome, @Stephzimra. It's great to see a new face around.

I'm glad the ECG app is now working and thanks for your efforts while working on this. That's great news and I hope you keep taking full advantage of all the features included on your Sense. By the way, let me invite you to visit our Health & Wellness board where you can meet new people, share your own fitness tips, and find inspiring stories that will keep you motivated to reach your goals.

[indecentdrpeppe]

Mine was having the same issue, plus a handful of other ones. Took me 2 months to finally get them to give me an exchange cause nothing I was doing was working. Seems this watch just doesn't work well...

[AngeldeToronto]

Youare awesome, these steps fixed mine. I am in Canada.

[LizzyFitbit]

Hi @indecentdrpeppe. Welcome on board. @AngeldeToronto It's nice to see you around the forums.

@indecentdrpeppe Thanks for taking the time to share your thoughts about the Sense. This isn't the experience that we want you to have, I'm sorry for this inconvenience. Fitbit strives to improve the overall Fitbit experience and every comment shared in the Community help us to evaluate our procedures and work on our watches. Your feedback won't be the exception and will be passed along to our team.

@AngeldeToronto Thanks for your efforts! I'm glad the steps suggested in this thread worked for you and I hope you can enjoy all the features included on your Sense.

[NeverSyncs21]

Mine says to go to the app to set it up. 
App (assessments) only allows me to view historical

results.  It’s been like this for a few weeks.  Same as the non stop sync issues.  

[LizzyFitbit]

Hi @NeverSyncs21. Welcome to Community Forums.

Thanks for joining this thread and sharing these details with me. While this is odd, the syncing connection with the Fitbit app might be affecting the way the ECG app works on your Sense. Because your post didn't mention, please review this help article which describes what factors prevent your Fitbit device from sync and some troubleshooting steps to reestablish the connection. Once your Sense is syncing well, give a try to the suggestions shared in my previous post and let me know the outcome.

[joseriverasg]

I had the same issue, I resolved it by:

1. unpairing my phone

2. uninstalling the fitbit app from my phone.

3. installing the fitbit app to my phone

4. signed in and accessed discovery mode from the phone app

5. opened the heart rhythm assessment

6. this brought me back to the 'view results' button on the bottom

7. I then opened the ECG app on my fitbit and started the ECG.

8. it will now prompt you through the ECG setup...which wrist, let or right 

9. once that is completed it will allow you to continue with the ECG test

[LizzyFitbit]

Hi @joseriverasg. It's great to see you here in the forums.

That's great news! Thanks for your efforts as well as sharing the steps that worked for you. I'm glad you sorted this out and I'm sure it'll help other members experience similar issues.

By the way, in case you have some spare time, like to invite you to visit our Health & Wellness board where you can meet more people, start your own topics and find great fitness tips to live a healthy lifestyle.

Have a good day! 

[Tmala]

I have done all the same and still cannot get the option to take the task. ECG is available in Canada also one of the reasons I went with the sense. Why is this a problem and how do I fix

[LizzyFitbit]

Welcome to the Community Forums, @Tmala.

Thanks for the steps tried prior to posting and I'm sorry you're having this experience with your Sense. This is odd as the ECG has been approved to use in Canada. To look into this, may I know what error message you're getting on the Fitbit app or watch when using this app? Have you completed the assessment? Also, what is the model of your phone and OS version of your phone?

In the meantime, please try reconnecting your watch to the Fitbit app with these steps:

1. Forget your Sense from the Bluetooth settings.
2. Force stop the Fitbit app and reboot your phone.
3. Open the Fitbit app, tap your profile picture > Set Up a Device.
4. Select your Sense > tap Replace Device and follow the on-screen instructions.
5. Check if the ECG app is still installed and the permissions turned on.
6. Then, tap Discover at the bottom of the Fitbit app > Health Assessments & Reports.
7. Tap Heart Rhythm Assessment and once you've completed the Heart Rhythm Assessment introduction, try taking an ECG reading.

[Witty_username]

Having the same issue ever since updating to the latest EKG app... nothing has helped so far...

[LizzyFitbit]

Hi there, @Witty_username.

Thanks for joining this thread and I'm sorry you're having this experience. Because your post didn't mention, may I know if your Sense has been updated to the latest firmware version? Do you get an error message on your watch when using the ECG app? If so, take a picture of it and attach it to your reply so I can investigate on my end.

In case you haven't done so, please give a try to the steps suggested in my post and monitor your Sense. Please follow those steps in the given order to see how your watch and the ECG app respond.