Fitbit App - Missing data, Sync, etc

[dwin]

@LizzyFitbit @JuanFitbit @AndreaFitbit Is there a timeframe to fix this?

Moderator edit: updated subject for clarity

[dwin]

Day 34 of the App not working...

[JuanFitbit]

@dwin ,  Nice to see you around. Thank you for your message. 
Could you please describe the features that you are having difficulties with, so that we can provide any info we have about it. 

[dwin]

@JuanFitbit Thanks - The things I track are steps, distance, calories, floors, and active minutes. Also I have done the turn off the iPhone, delete and restore the app and the other items suggested - and none of that has worked. I am on 4.26.1. I know the data is there as when I reach my steps goal - for example - it identifies the length of the streak when I go to the Day/Week/Month/Year screen. When I hit a badge threshold - like 10,000 steps - when I look at that on the app it tells me I got it the prior day and updates the number of times I got it. Additionally, I get the weekly e-mail report and the data is in it. So the fitbit is successful in updating the data on your servers - the app doesn't seem to be able to read that data.

Here is the state of things:

1) Daily syncing kind of works. At the beginning of the day I have to close out the app and then start up to get back to zero. Then have to pull down on the screen anywhere from 5 to over 10 times and then the app syncs with the data. For the rest of that day when I pull down on the screen (sometimes takes a few times) it updates. At the end of the day it stops and holds the data on the screen until I close out the app and start it up to get it to recognize the new day's data - not sure if it is the device or the servers. 

2) For steps, distance, calories, and floors when you click on the icon to see Day, Week, Month, or Year there is no data since August 26 (although there seems to be some partial data on the 27 - but it is not the full day). So there is no way to track on the app how you are doing during the week toward your goals. Even when you look at the day part of this there is no hour by hour data - even though the overall daily numbers are being updated. So if I want to understand how many more steps I need to meet my weekly goals - I can't do that. Note - I have being using a FitBit and the accompanying app for over 10 years and this is the first time this has happed at any length of time. A couple of years ago there was a temporary problem that lasted for a day or two. 

3) Minutes however seem to work fine 

So the problem is not in the Fitbit device because you have the correct and updated information on your servers - as seen by the weekly e-mails I get - and there are others on this board who have noted this as well. There was one person on this board who very recently downloaded a .csv file of his data fine and it was up to date.  

If you or somebody else on your team have any additional questions - please let me know, will be glad to try and answer them.

[JuanFitbit]

@dwin Thank you for your reply and information.

Regarding the syncing issue, have you tried the steps described here?Why won't my Fitbit device sync?

About the missing data, our team is working on solving other issues, that might affect the synchronization of some of the data. 
This should be solved soon. 

[dwin]

@JuanFitbitThanks for the update!

The fitbit is transmitting fine it seems. It is the app that can't read most of the updated data on your servers. Once I get the previous day's data off my today screen on the app and a pull down on screen several times - which seems to reestablish contact for the new data - it updates. It needs me to pull down on the screen for additional updates as the day wears on and when I pull down the screen the updated numbers match the what is on the fitbit. So the fitbit device eventually is syncing fine.

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@JuanFitbitOne update - installed 4.27 - and same problems are still there...

[dwin]

@JuanFitbitSomething I noticed when I try and get the data for just today...

Every time I close the app - when I go back in it resets to 0.  If I pull down on the screen it takes 10 or more times doing this before the data is loaded.

However - If instead of pulling down the screen - I click on the foot icon to get to the Day/Week/Month/Year screen - with Day being underlined - then click to get back to the main screen - it only takes one or two pulls on the screen. Sometimes when I go to the D/W/M/Y screen it quickly shows how many steps I have taken for the day and then when I go back to the main screen it holds that number.

[JuanFitbit]

@dwin , Thank you for keeping me updated and sharing your findings. 

Our Team will use your information with their investigations. 
Please keep letting us know if you see/find or notice anything else.

[dwin]

@JuanFitbit  In the post below I mentioned that for the data for "today" that it if I went to D/W/M/Y screen with day underlined and then went back to the main screen it took only one or two pulls of the screen to load the data. With the 4.27 update that is not the case any more, and overall the syncing of "today's data" take a lot more pulls than before. So if anything, it seems the app has gotten worse, not better. This is now two version updates that have not gotten the app working. Why can't you upload an older version that works - and let the programmers figure out how to get this version working - and then repost it when it works. It has been 44 days since the app was working. We know the device is working fine. 

[Podunk]

It has been my experience that the Fitbit app does not fully sync with every synchronize now action taken. It requires multiple synchronization and two get data fully updated. The best example I can give is with active zone minutes. When I open active zone minutes, the total at the top of the screen Appears correct. Then scrolling down into other section. I will see that the most recent active zone minute session is not there and I go to the next section which again sometimes has the correct number of zone minutes and sometimes a prior number and after looking at that and scrolling backwards, I see that the most current session has been entered Sometimes I can see that information entered twice once with an earlier total, and then the most recent with the most current total, then if I want to know, the heart rate range for moderate vigorous and peak I have to scroll past that information section and then swipe back in order to get the heart rate information. I am looking for. In order to quickly update active zone minutes I regularly click on device/app in the upper left-hand corner of the home screen click on my device and then go to sync now and do that two, three or more times. I then close out and go down to the bottom of the page and use the sink now button there to update the activity section in order to get with 250 steps to update get exercise day information updated. I still have to open hours with 250 minutes in order to get that field to update on the home screen and then back out sometimes I have to do this more than once in order to get exercise days to update. I am using an iPhone SE third generation running Fitbit version 4.27.1 and app’s iOS version 18.0.1. I am a blind user and hope you will be able to understand my ramblings. It is not you. It appears to be inherent floor in the way Fitbit calculates data for the home screen, and the screens that are behind the different tiles.

[k_dub]

Hi, @dwin. Where did you find version 4.27 of the app? I can still only find version 4.26.1. Not that 4.27 would help based on what you described (lol), but I guess I should update as well! It's insane & very frustrating that they cannot find a solution for these issues or it's that they don't want to. Sad.

[Podunk]

Sent from my iPhone Fitbit usually takes 2 to 3 weeks to roll out updates to its users. I believe yesterday they announced that version 4.27 was now available and last week they started rolling out Fitbit version 4.2 7.1. I was hoping that when Google took a firmer hand with Fitbit that their resources would be made available to more rapidly make updates to the Fitbit applications and devices available.

[dwin]

@k_dub  Apple sometimes posts the update and then it is a couple of days before you are notified. Search for fitbit in the App store and it will show up. Go to the app page rather than "open" and you'll find the latest version they have. However, if is 4.27.1 it has not fixed the problems for me.