Why do I have to use Fitbit App first to get steps to sync to our app?

[danabe]

Hi Guys, 

I'm not a developer but my team is having an issue figuring this out. When we use our app to see steps it doesn't show anything unless we open the Fitbit app first. Fitbit app then syncs data. Then when we open our app we can see steps. 

Is this because of the device I'm using (Fitbit One)? It seems silly to have users open the fitbit app first to trigger a sync and then open our app? 

Thanks in advance for your help? 

Dan

[Bonxy]

The fitbit app will sync when it is opened manually or if you have background sync activated.

If you have an iphone, i *think* you need to leave the app open for it to sync in the background.

When opening your own app, you should be getting the data from the Fitbit API. Obviously this will only show up-to-date steps once it has synced.

What calls are you making to the Fitbit API ?

[SunsetRunner]

You can enable periodic background sync on both Android and iOS mobile devices.

Here are the help articles:

http://help.fitbit.com/articles/en_US/Help_article/How-do-Fitbit-trackers-sync-with-Android-devices

http://help.fitbit.com/articles/en_US/Help_article/How-do-Fitbit-trackers-sync-with-iOS-devices

(Specifically the section titled "How often will my tracker sync?")

If you have the desktop client installed and the USB dongle plugged into your computer, it will also sync nearby Fitbit trackers.

http://help.fitbit.com/articles/en_US/Help_article/How-do-I-get-data-from-my-tracker-to-the-website#...

[danabe]

Dan - it says that the device syncs every 15 minutes if the app is on all-day mode. My app is in the all-day mode and the only time it syncs is when I physcially open the app. 

Our app, not the Fitbit App, can't pull data unless the data syncs - I'm finding some of our customers are complaining about Our app not syncing but i think it's related to your app not syncing every 15 minutes with the device. 

Is there a way for us to trigger a sync when they use our app rather than just pulling the data? 

[SunsetRunner]

Thats odd, it should work. What kind of a mobile device do you have?

There isn't a way for your app to trigger a sync. 

[danabe]

Thanks Bronxy, 

For some reason the Fitbit app (it is up to date) doesn't seem to sync in the background (I do have all-day mode turned on and the app is open in the background). 

We've had some customers complain that the app works and then stops syncing steps. This was the case for me - Since I wasn't using the Fitbit app (trying to use our own app) it would show 0 steps when my Fitbit device showed many. Then when using the Fitbit app it would sync and the data would show in our app the next time we opened our app. So, right now, no updated data in our app or in Fitbit account unless I open the Fitbit App (trigger manual sync)

I'll try to get details from my developer on the api calls. 

[danabe]

HI Dan - iPhone 6s - I've had my developer test on other phones as well. 

[Bonxy · Accepted solution]

Have you got background sync turned on on your iOS 6 ?

Do you also allow background app refresh in the settings > general.

[danabe · Accepted solution]

Bronxy - genius! I think that's it. iOS 9's low power mode turns off all apps background refresh. I often spend days in low power mode because I unplug my phone from the charger before it is fully recharged. 

Thank you for the quick help!

[Bonxy]

Ha. Dont mention it. Glad we got it solved!

[danabe]

I have to wonder if users of the bigger apps are getting a lot of the same feedback. Users thinking their apps aren't working because their phones are in low power mode. Anyway, thanks again for your help!

[JeremiahFitbit]

You could show people when they last synced their tracker: https://dev.fitbit.com/docs/devices/#get-devices