Strava/fitbit sync integration issue between approx 2019-2-25 and 2019-3-5

[mirthdefect]

Hi all

A thread (will open in new tab) on this has just been closed as resolved, but no information has been given about the cause or the resolution of this issue.

Are we able to find out why two way syncing between fitbit and strava was down for ten days? One user was advised by support to contact Strava directly to resolve - was it something at their end that had changed? Is there an issue/ticket number that relates to this? 

Also, any information about what individual users impacted by this could do in the future if it comes up again could prove very useful.

Many thanks

[AlvaroFitbit]

@mirthdefect  I hope you're doing well! No information was released about this issue but your reports are important if you detect any issue with the integration. Both developers are always working on improving each platform and ironing anything that may happen.

I'll be around!

[mirthdefect]

Hi Alvaro

I'm sorry, but that's a bit of a non-answer. 

This function appears to have been out of action for approximately 10 days and as yet no information has been provided as to the nature of the outage, steps that were taken to resolve it, or what users can do in the event it happens again as I've requested. The community thread was also closed  with no information being disclosed, and despite at least two support tickets being logged at no stage does anyone from Fitbit appear to have had even the slightest idea of what was going on or if anyone had done anything about it at all. Because it came back up after 10 days, I assume that someone somewhere did something (either at your end or at Strava's), and this seems like the sort of thing that you should know about, or at least be able to find out about.

I would like to know

 - what happened to cause two-way syncing between Fitbit and Strava accounts to stop working for 10 days

- what Fitbit did to resolve this

- what the fix involved

- what end users like myself can do (if anything) to help resolve this issue if it comes up again

Thank you for looking into this

[raduenoiu · Accepted solution]

Hi @mirthdefect I think I can take this one. Actually the sync was only down for a small percentage of the users during these ten days. What happened was that due to a failure in the infrastructure, which happened for a couple of minutes on the 26th, a couple of users for whom requests where made in that specific interval got in a locked state and no sync was available for them anymore. As soon as we noticed the issue, we worked to fix it and added extra checks to make sure that this particular edge case won't happen again. We are sorry for all the discomfort and we will do our best for it not to happen again.

[mirthdefect]

Thanks for that, @raduenoiu, very helpful. 

It'd be fantastic is this sort of information could be disseminated outwards to users and staff when this sort of thing happens. Having the thread closed with no information other than "oh it seems to be fixed now" and being told to contact Strava by support when it was evidently something on the Fitbit side of things is pretty frustrating.

[LanuzaFitbit]

Hello @mirthdefect and @raduenoiu.

I apologize for the delay in my response.

@mirthdefect Thanks for taking the time to share your feedback on the situation. Please know that we are always looking to improve the overall experience and that we will be taking your comments into consideration.

Feel free to reach out with any other questions.