Exercise shows incorrect heart rate zones data and graph

[Zoraquin]

 

 

On several occasions when I sync the sense to the Fitbit app after a workout, the bars and heart rate zones are blank and doesn’t correspond to the heart rate zones in the data breakdown

Moderator Edit: Clarified subject and formatting

[LizzyFitbit]

Hi @Zoraquin. Welcome to the Community Forums.

I've moved your post to the iOS board as there are more chances to get related replies here. Thanks for bringing this to our attention, as well for the screenshots provided. Just to confirm, do you recall since when this started to happen? Does it happen with any exercise or just with circuit training? Also, what is the model of your phone?

In the meantime, I'd recommend the following steps:

1. Remove your Sense from the Bluetooth settings.
2. Log out from the Fitbit app.
3. Force stop the Fitbit app and reboot your phone.
4. Open the Fitbit app and log back into your account.
5. Pull down on the screen to force a manual sync and check your details.

Hope this helps.

[Zoraquin]

 

Hiya

Yes it looks like it started around 11th April. Another screenshot attached. The text is cut off on the walk section and I think I also got it on a weights session too

I’m on iPhone 12, I’ll give your suggestion a go! Thank you  *edit* the unpairing and rebooting didn’t fix the issue 

Moderator Edit: Formatting

[LizzyFitbit]

Hi @Zoraquin. It's good to see you again.

Thanks for trying the suggestions posted above and for the screenshot provided. While this is odd, could you confirm if you've created a custom heart rate zones in the Fitbit app? I'm asking this as those settings may impact the data displayed in your exercise details. If you've not done that, I'd recommend getting in touch with our Support team and sharing the link of this thread so they can investigate what may be occurring and provide you with further assistance. Please click here to get connected with them via chat or phone.

See you around.

[Zoraquin]

Hi Lizzy,

No I have not got customer heart rate zones either 🤷🏻‍:female_sign: it’s all rather odd lol!

I will get onto the support team, thank you for your help! 

[LizzyFitbit]

Hi @Zoraquin. I hope you're doing well.

You're welcome, thanks for confirming that you've not created custom heart rate zones. In this case, please get in touch with our Support team and provide as many details as you can about this situation so they can further investigate. I'm sure that they'll be happy to continue helping you with this matter.

Have a good one! 

[IsaT7]

Hi Zoraquin - I’m having the same problem between my iPhone SE and Versa2. Did you get any insights/fixes from Support?

Thanks! 

[LizzyFitbit]

Welcome, @IsaT7. It's good to see a new face around.

Thanks for joining this thread and I'm sorry you're having the same experience with your exercises. If you've tried the suggestions shared in this thread, I'd also recommend getting in touch with our Support team so they can evaluate this situation and bring you back on track. Click here to get connected with them via chat or phone, and make sure to share the steps you've tried so far.

See you around.