"Couldn't read SpO2"

[STUNRunner]

I've had my Sense for a couple weeks now, and I haven't yet been able to get the nighttime SpO2 readings working. I've installed the SpO2 Tracker app as well as the SpO2 Signature clock face. I set the clock face every night before going to bed. I do see the clock face says "Recording SpO2..." during the night. In the morning, eventually the message changes to "Couldn't read SpO2". In the morning I've tried syncing to my phone before or after switching the clock face to a different one, still no data. In the app under Health Metrics, Oxygen saturation it only has the links to 'download clock face' or download SpO2 tracker app". I know I have had some nights of 3+ hours of good sleep where it should be recording. I've also tried:

• Adjusted the Sense (tighter/looser) on my wrist to make sure it reads accurately
• Uninstalling/reinstalling the SpO2 Tracker app and SpO2 Signature clock face
• Turning off/on and soft resetting the Sense (holding button 15 sec)
• Removing/rejoining and re-pairing the Sense from/to the Fitbit phone app
• Uninstalling/reinstalling the Fitbit phone app

Any other ideas, or is this Sense faulty and should I ask for a replacement? I have several health related issues and really want to get this working.

Thanks!

[Guy_]

As you have done all the troubleshooting without success, probably best to contact Fitbit Support directly. They may be able to help you.

[Guy_]

Update, I'm currently testing if its a permission issue.

Can you check if your permissions are all granted and post a reply.

Thanks

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Apps Tile

SpO2 Tracker

Permissions

[STUNRunner]

All permissions are enabled for the SpO2 Tracker app.

I checked the clock face SpO2 Signature as well and all permissions are enabled there also.

Thanks

[Gr4ndp4]

Hi, @STUNRunner, welcome to the community, may I draw your attention to this article? How do I track blood oxygen saturation (SpO2) with my Fitbit device? , I apologise if you have already seen it. I assume you do not have a tattoo or scarring in the area you are placing the device, the LED/sensor array has difficulty measuring in the skin layer if it has been inked.

This video demonstrates the reboot process, you will note it takes a little more time than would be expected.

I hope this is helpful.

Cheers

[Guy_]

@STUNRunner  Thanks for the feedback, I disabled some permissions intentionally and it stopped working for me. Have to wait till tomorrow now I have put them back on to see the result.

[Guy_]

@STUNRunner 

From my test, adding group storage and Internet permissions back to the SpO2 tracker app made it work again.

Which seems to indicate that a permanent Internet connection on the phone is necessary during the night.

So can you check that the Fitbit App is available at all times in the night [and the phone is nearby during sleep] and that an Internet connection is also available on the phone.

The moment you are in the app in the morning, you can check

In the phone Fitbit App

Click on

profile photo [top left]

Device photo [middle left]

Sync -

See when last synced

it should say "a moment ago" or

indicate a recent time

Are you experiencing any syncing issues during the day, such as not receiving notifications?

If you receive notifications normally during the day, it confirms the App is not going to sleep to save power.

NB. The SpO2 value does not appear immediately after your visit the Fitbit App in the morning.

[STUNRunner]

I...

• Made sure my Fitbit was charged
• Double-checked permissions for the Fitbit app on my Android phone, and permissions for the SpO2 Tracker App on the Fitbit app
• Kept the Fitbit app open in background
• Switched to the SpO2 Signature clock face
• Didn't necessarily get "great" sleep, but enough to get detailed sleep data
• Waited but then checked the Fitbit app

Sadly still no SpO2 data. When I checked it said last synced "8 min ago" so it might not be continuous. I'm thinking there used to be a "Run in Background" or "All-Day Sync" setting in the Fitbit app, but I'm not seeing it now. I'll try again tonight and see how it goes.

[Guy_]

@STUNRunnerGood report of steps done, looks like all is good  [8 mins ago is fine] and its not working.

The App runs in background unless battery savings kick in,

you can ensure it though on Android, as follows

On the phone check battery optimizations

[the options may be different in your version]

• First go to Settings > Apps & Notification > Special app access
• Click on Battery optimization
• Now press the drop down menu [...] and select “All Apps”
• Click on Bluetooth and then select “Don’t optimize”
• Same with Fitbit
• Next go to Settings > Apps  > Fitbit > Storage
• Clear cache [not data]
• force stop Fitbit App

If it still doesn't succeed probably best to contact Fitbit Support directly. They may be able to help you further.

[Meribelman]

Thanks everyone for this insight. I’ve been following. I have the same problem. No joy fixing it yet. 

Sense is an almost there but not quite product. Could be amazing if it all worked. Mine has as problems since I started using it in Jan. very disappointing. Apple fit here I come 

[CitizenK]

I just received my Sense ydy and same problem; I also attempted to do all the things STUNRunner did as well.  To make matters worse, fitbit.com is now blocking my Comcast assigned public IP address and I have to use a VPN to access my account.  'Support' required installing Twitter (I don't tweet) and they were slow to respond and of no help on both the Sp02 and IP address block.  Aside, I bought this $300 watch explicitly for ECG (which seems to work) and Sp02.  I'm burned out at the moment screwing around with this, I'll give it another shot and 2 more nights and if 'no go' then I'm sending this back and converting my ecosystem over to Samsung or Apple.  

[Meribelman]

I’ve sent a tweet to Fitbit support linking to this thread and asking for their comments. Experience suggests this will be quick, polite, and regrettably totally ineffective at solving the problem 

[Meribelman]

Hi. See my post below. Response from Fitbit follows 

Hi, Peter. Thanks for the link. Check out this link for more info and troubleshooting tips about the SpO2 tracking of your device: help.fitbit.com/articles/en_US…. If that doesn't fix the issue, please provide the email address of your Fitbit account via DM using the link below:

it’s frustrating ...

[Meribelman]

As ever a courteous and prompt reply. It doesn’t really help me but I’ll paste it here for everyone on the thread. Thanks Fitbit support for this. 

Thank for the info and this is not the experience we want you to have. We did read the thread from the link that you have shared with us.  If you see dashed lines on the clock face or SpO2 tile, a message that the SpO2 data couldn’t be read, or missing data in the Health Metrics tile in the Fitbit app on your phone, keep in mind the following:

1. Your device doesn’t retroactively measure your SpO2 values. When you start using Fitbit SpO2, you’ll see dashed lines until after your next sleep session.
2. You must get at least 3 hours of quality sleep. Data is only collected when you’re still. If you move a lot during your sleep or the sleep session is too short, your device may not collect adequate SpO2 data.
3. Charge your Fitbit device to make sure it’s able to collect data throughout your entire sleep session. Note that you may have to charge your Fitbit device more often when using an SpO2 clock face or app.
4. You must sync your Fitbit device with the Fitbit app before the clock shows your SpO2 data. Note that it may take around an hour for your SpO2 values to appear after you sync your device. For troubleshooting syncing, see http://help.fitbit.com.
5. Turning off any SpO2 app or clock face permissions can cause the feature to stop functioning. For instructions on adjusting permissions, see http://help.fitbit.com.
6. Your Fitbit device must be able to consistently track your SpO2 data:
- Wear your device slightly higher on your wrist.
- Make sure your device is in contact with your skin.
- Your device should be snug but not constricting.
- Tattooed skin can impact the accuracy of the red and infrared sensors on your Fitbit device.

You can also refer to this link for the SpO2 manual: https://help.fitbit.com/manuals/manual_spo2_en_US.pdf.

[CitizenK]

Hi M:  based on the response they sent you, fair to say their user support is 'consistent' (i.e. consistently polite yet not so helpful).   Agreed, this product doesn't seem to be fully baked just yet.  The ECG function appears to be working fairly well, a few other functions that I care less about (e.g. accept an incoming call) aren't working yet, but . . .    Personally, I opted for the Sense over the Samsung and Apple watch due to Samsung and Apple's requirement that you must use their phones for full functionality.  I wanted/needed an easily accessible ECG to test for Afib on the fly.  I think I'll soldier on with this for one week and see how it goes and then consider just sending it back and going another route (e.g. Kardia, Samsung or Apple).     . .  frustrating and colossal waste of time to say the least. . .

[Meribelman]

Your decision over choice of purchase sound very similar to my own! 

[CitizenK]

P.S. and BTW:  the black listing and blocking of paying customers' public IP Addresses through their network security vendor, Cloudfare, that I am experiencing, is nothing new and I saw complaints registered as far back as 2 years ago.  That was another troubleshooting exercise.  My Comcast assigned public IP is currently blocked/black-listed and I had to resort to using a VPN on both my phone and desktop to get the service to work.  Of course, that took a couple of hours of troubleshooting to isolate.  FitBit's Support response, 'wait 48 hours and try to log in again.'   Aside, Cloudfare has demonstrated itself through this exercise as a not particularly effective technology either.  No wonder I have never run into in them in my tech consulting work.

[STUNRunner]

I submitted a support ticket to fitbit (for reference, #39761813), talked with support on the office phone. I'm trying to remember the steps...

• Uninstalled SpO2 app and watch face on Sense
• Reinstalled SpO2 app on Sense
• Ensured SpO2 watch face was not selected on Sense
• Reinstalled SpO2 Signature watch face on Sense
• I think... toggled other selected watch face on Sense, then ensured SpO2 watch face selected
• Restarted Sense

At night, I then followed above advice:

• Ensure battery able to last through night, at least 25%
• Ensure always-on screen on Sense off at night
• Enable SpO2 Signature watch face (should say "sleep to update")
• Leave Fitbit app open in background on phone
• Ensure connection/wifi enabled on phone
• When sleeping, watch should say "SpO2 recording"
• When wake up, open fitbit app and sync
• Wait up to an hour or two

Doing ALL of this... 75% of the time I get an SpO2 percentage on the watch face on Sense and a value under Health Metrics on the Fitbit app (after a month of statistics gathering after the support call). Not getting a percentage usually because:

• Not getting enough quality sleep
• Not collecting sleep data
• Not collecting continuous heart rate data

Fitbit Support... reference the ticket and if the steps were different please correct me!

[Shagdue]

I am  having the same problems with my new Sense that everyone else is having.. Wish I would’ve known that in advance although reviews were good on PC magazine and Tom’s Guide. I’m gonna send it back.Should not have to fight with the product every morning to get it to work. Getting this thing to sync and pair with Bluetooth and or the Internet is ridiculous! And it is way too finicky to stay connected when you finally do get there.

[praxis13]

I agree.

Google, the Sense is a very disappointing product.  I have a Pixel 6 Pro and there are continual issues and limitations with the Fitbit.

I have reinstalled, restarted and re-paired countless times, rereading every article, practicing every permutation, and I'm left only with "return".

I've yet to get a SpO2 reading, regardless of clock face, app, blah blah.

At least daily it'll stop syncing.  Sometimes forcing a manual sync works, sometimes restarting everything works, and sometimes only reinstalling and re-pairing (which is a horribly fragile process that barely works) will resolve it, temporarily.

I was most interested in sleep tracking.  So far the details that I've gotten is that I was asleep for 7 hours and I forgot to drink water.  Free apps for my phone have more insight.

Many indicators require multiple days/nights, I understand.  But when the thing stays on "2 more days!" for a week, that's not good.  Similarly, skin temperature etc. are never available.

So far the purported "stress management tool" asks me how I feel and then tells me the same thing the next day.

Oh, and integration with Google Fit?  Nothing.  Integration with any other useful apps, or that actually works.. nope.

Lastly, even if all of this stuff worked, why can't it provide more real-time info?  I understand there are cumulative trends, but there's no reason things like temperature, SpO2, etc. can't be reported real-time, as with other devices.

I'm generally a fan @google but this is a sore, sore, disappointment.

Hans