Data from end of day lost when syncing the next day.

[GlenD800]

For the last 2-3 weeks my Fitbit will not sync properly/consistently and keeps loosing data. I use IOS App on IPhone but problem persists even if I try windows App via tablet. Note: I have uninstalled and reinstalled, I have removed device and re-paired (which is also a pain because it take about 20 goes to re-pair as I repeatedly get the HTTP error... but that's a different matter), and I've even tried a different Fitbit device but the problem is the same.

Example of the problem: Saturday at 21:30 I had done 13,500 steps and all synced to dashboard (in App) fine. I go to bed at 23:00 and take my fitbit off (but steps are now up to 14,500) but I don't do another sync. Sunday morning when I get up (say 07:00) and try to sync again it has forgotten all data since last sync and cannot retrieve them (it will sync with current day and add any new steps and data to Sunday but no matter how many times I try to force sync, or disconnect and reconnect etc etc, it will still never update the missing data from Saturday between 21:30 and 23:00). This is a persistent problem that happens every day so I am losing a lot of data from the end of the day each day (depending on when my last sync was).

Any solution or fixes would be greatly appreciated. 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @GlenD800, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention; at this moment I would like to ask you for some information so I can check this situation a bit further:

1. Tracker you're currently using
2. iPhone/iPad model you're using
3. OS version your iPhone/iPad is running.
4. When was the last time to restarted your tracker (in case you have done it)
5. When was the last time to set it up as a new device.

Please remember that Fitbit trackers can store detailed data up to 7 days, which means all of your steps should be able to sync even when they're from a previous day. 

Thanks for your patience and understanding, I'll be waiting for your reply. 

[GlenD800]

Hi Marco,

1. I'm using a Charge HR

2. I have iPhone 5S (but have also tried on my Microsoft SP4 running windows 10 with same problem)

3. iOS 11.0.3 (i.e. latest version/all up-to-date etc), and on my SP4, Windows 10 professional

4. I have done this numerous times. I first did when the problems started 2-3 weeks ago- I tried device reset, logout and log-in again, remove device from app and re-pair (set-ep as new device), etc etc. I tried everything. As the tracker was quite old (I've been using it for about 2 years) I also tried a new one (same model) because I bought 2 originally at the sane time (to have a spare). The second has been in the box since buying so I have now switched to this one, I removed old one from app/account and set-up again from scratch with the new one as a new device... I still get the same problem with this one.

5. as mentioned above, I have done this numerous times (remove and then set-up again as new device) over the last few weeks, and most recently with the second a couple of days ago (same problem persisted) so have done again today but still don't seem to be able to get my data back.

I'm at a loss

Many thanks

Glen 

[MarcoGFitbit]

Hello @GlenD800, I hope you're doing well, thanks for taking the time to reply and let me know the steps you've taken in order to try to resolve this issue. 

At this moment I will forward the information you provided to our team so they can take a better look at it, once I have more information to share with you I'll make sure to update the thread accordingly. 

Thanks for your patience and understanding; in the meantime, if there's anything else I can do for you, please feel free to reply. 

[GlenD800]

UPDATE: So, I have figured out a temporary fix by creating a new account. When I have done this (new sign-in details, different e-mail address etc etc), the syncing seems to be much better (the problem hardly ever occurs in the new account- maybe only 10% of the time)... however, if I switch back to the original account  the problem comes back.... so, could this be some problem with the account (as I'd prefer to use my old/original account)?

Thanks

Glen