Exercise details disappear when syncing my Charge HR.

[Marty99]

Hello.  Today is the second day I have been having trouble with steps not synching.  But strangely calories and active minutes are synching.

I have v2.50 on iphone SE. I am using a Blaze and a Charge HR.  The affected exercises were performed on the Charge HR.  When i finished the exercises, the results on the Charge HR looked as expected, but when i synching them the steps data disappears and other data goes weird.  So today, my screen shows: 668 steps - 19 floors - 0.28 miles - 2452 calories - 214 minutes.  It should be about 9500 steps, 57 active mins, floors OK.  Note that when i look at each exercise, i see heart rate correctly.

i have deleted both devices and reattached them. Still no luck.  Any idea what has happened and what i need to do?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Marty99, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention, I appreciate you have tried some troubleshooting steps already. Tell me, since when have you experienced this issue? Have you restarted your Charge HR lately? When you sync your Charge HR, is your Blaze close to your phone? 

At this moment I would like to ask you to reply to me with a screenshot of your exercises affected, that will help me check this issue further. 

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

[Marty99]

Hi - first noticed it on Monday this week.  The HR Charge had been restarted 8 days before this, and was used and synched without problem.  Usually both fitbits are near each other when synching and it has never caused problems.

Here are some of the exercises with errors. First is gardening, other 2 are walks.

thanks for helping!

[MarcoGFitbit]

Helly @Marty99, I hope you're doing well, thanks for taking the time to reply and sending me some screenshots. 

I appreciate you have replied with the information requested. At this moment I would like to ask you to try the following steps as we will try a test:

1. Remove the Fitbit Blaze from your account.
2. Go to the Bluetooth settings on your phone and check if Blaze is on the list of paired devices. If it is, tap on it and select Forget this Device.
3. Restart your phone.
4. Track a workout with your Charge HR, when it finishes, sync your tracker and check if the data is showing correctly this time. 

Please give this test a try and let me know the outcome, after the test you can set up your Blaze again. Thanks for your patience and understanding, I'll be waiting for your reply. 

[Marty99]

Hi

thank you for the suggested test.  I cannot do it right now but as soon as I can I will try it and let you know the result.

I really appreciate your help with this problem,

[MarcoGFitbit]

Hello @Marty99, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you will try the troubleshooting steps I've sent earlier, when you finish with the test please reply to me with the results, I'll be happy to continue assisting you. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Marty99]

Hi!

I have followed your instructions for the test.

I removed Blaze from the app and removed the pairing in Bluetooth settings.

After the exercise using my Charge HR, I synched with the app and all the exercise details look fine.

I have added my Blaze to the app and did a fresh bluetooth pairing during this. The totals for today are all there.

After adding Blaze, i did another exercise on Charge HR and synched again. It is looking fine still.

I hope this is it resolved now. Thank you for your help!

[MarcoGFitbit]

Hello @Marty99, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have tried the troubleshooting steps I've provided earlier, I'm very glad your issue has now been resolved and the details of your exercise are showing up. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!