Connect via API, request a users steps they always return 0; no error user report- infrequent issue

[Stipend2k]

This is a very occasional error.  We have many thousands of users who have no problem with accessing the activity.

Our user reports that no data is being shown on our service for the activity steps. We check the access tokens and they are fine -  but we always get zero for the steps. Call the API several times, still no error , but zero steps.

data['summary']['steps'] = 0

Ask the user to confirm they see steps in the Fitbit web dashboard they are present.

This is the full return from Fitbit API

{"activities"=>[],
 "goals"=>
  {"activeMinutes"=>30,
   "caloriesOut"=>2085,
   "distance"=>8.05,
   "floors"=>10,
   "steps"=>10000},
 "summary"=>
  {"activeScore"=>-1,
   "activityCalories"=>0,
   "caloriesBMR"=>1232,
   "caloriesOut"=>1232,
   "distances"=>
    [{"activity"=>"total", "distance"=>0},
     {"activity"=>"tracker", "distance"=>0},
     {"activity"=>"loggedActivities", "distance"=>0},
     {"activity"=>"veryActive", "distance"=>0},
     {"activity"=>"moderatelyActive", "distance"=>0},
     {"activity"=>"lightlyActive", "distance"=>0},
     {"activity"=>"sedentaryActive", "distance"=>0}],
   "elevation"=>0,
   "fairlyActiveMinutes"=>0,
   "floors"=>0,
   "lightlyActiveMinutes"=>0,
   "marginalCalories"=>0,
   "sedentaryMinutes"=>1440,
   "steps"=>0,
   "veryActiveMinutes"=>0}}

Any thoughts on what to ask the user to do to clear this problem?

Thanks

Geoff