Heart Rate data disappeared from mapped walk/hike/run stats

[LVinLA]

Just noticed there is no heart rate data in my mapped hikes today, neither in the mobile app nor the web app activity details page.  Is this a new bug?  It was working OK yesterday.

[Merino61]

Alexandra

 can you not tell from the feedback that none of the suggestions work.  This is a problem with the app, just like the heartbeat graph see this thread https://community.fitbit.com/t5/iOS-App/Heart-rate-graph-no-longer-consistent-vertical-scale/m-p/359...

i don’t know what is happening there at Fitbit but you introduce great innovations and then for some reason do an update and it wrecks all the great work that has gone before.

has anyone there tried putting a Fitbit on and actually seeing for themselves what everyone is talking about or are you saying that we are the only users being effected??????

[SunsetRunner]

Hi Alejandra,

I hope you have had a chance to look through all the posts describing the problem here. As expressed, this issue has been affecting us all since the end of July, and appears to be a problem with the coding of the Fitbit app. But, to summarise, here is what is happening:

• Exercise tracking, when started from within the app, does not appear to track the heart rate with the activity (see screenshot one, where the heart rate is missing below the activity. It is also missing within the activity page). Many users prefer this method as it allows them to use the voice cues
• When tracking is started from the Fitbit device itself, the heart rate is tracked and passed to the activity on the app. (See screenshot two, where the average heart rate is visible below the activity). This method does not provide voice cues
• When tracking via the app, the heart rate data is also not passed to third party connected apps, such as Strava (see screenshot three)

The issue first began occurring at the end of July and so far we have been told the usual tips of updating the app, updating the device, turning off the phone, turning off the device, logging out of the app, reinstalling the app, or asking for a new device. 

See also the the screenshots below regarding my Fitbit app version (displayed on the iOS App Store with no update available, on iOS 12.4) and Fitbit Inspire HR software version.

I appreciate you are not in charge of the app design and bug fixing, but it has been infuriating that the problem has not been publicly recognised. Please you can you confirm this is a Fitbit app problem and provide some details on when a fix might be implemented?

[LVinLA]

There is one more issue with initiating your walk/hike/run from your tracker rather than from the app:

Only app-initiated activities map your route in real-time.  Tracker-initiated activities only give you a map after the activity syncs. The real-time route mapping capability is important to hikers (such as myself) who are often out on poorly-marked trails (that are also not in google maps or other map apps) to keep from getting lost!

So using tracker-initiation is not at all an acceptable option.

[Lizbeth55]

Well said! A “useless tool.”
I spoke to Customer Service tonight. He said they are working on an update, but could not guarantee that it will fix it to what we had before. It seemed like he was reading from a script. I’m sure they are getting lots of complaints.

Sent from my iPhone

[eludic]

Well, just a quick update for those that have been on this thread a while - got my replacement tracker, and there has been no change: still no HR stats in my tracked runs. Thanks for the shiny new tracker Fitbit, but I would really prefer to have my HR stats for my runs. Also having the same issue as others with the 0.5mile cue selection crashing the app. Disappointed, but not surprised at the outcome. Wish they would just fix the app.  

[hicksiehx]

@eludic , Well, they gave me one as well and I had the same result

Sent from my iPhone

[Kaia2009]

Yeah,  I didn't push for a new one because after reading all the comments, was pretty sure it was a software problem, not hardware.  UGH!!   I was hoping by some miracle though, that I was wrong.  So frustrating!!!!  

[SunsetRunner]

hicksiehx, did you see this? Maybe Fitbit is a mess because they are revamping their entire business plan. (Looks like they will be taking advantage of senior citizens or did I read that wrong?)
https://www.theverge.com/2019/8/22/20827860/fitbit-singapore-healthcare-free-fitness-tracker-deal

If you’re planning on purchasing a Fitbit, ask me why I regret it.

[hicksiehx]

@SunsetRunner Thanks for that info. There's no doubt they'll make lots more money by sucking people into a monthly fee scheme.  I'm still contemplating getting a polar ignite but there are FitBit features I'd miss.

[Lizbeth55]

Lame for sure. They just don’t get it. We want the features we paid for. This is getting ridiculous.

Sent from my iPhone

[iAmMindyMar]

Thanks for the article link.  That's crazy, how dare they think to convert to a subscription-based program.

[SunsetRunner]

iAmMindyMar, in the article, it states that over time, senior citizens will end up paying more for the subscription than had they only paid for the device. Greed is killing the human spirit. I wish Fitbit and other companies would just do the right thing. Greed is an ugly evil.

If you’re planning on purchasing a Fitbit, ask me why I regret it.

[AlejandraFitbit]

Hello guys, thanks for your participation in the Community.

I am sorry for the delay in respond and appreciate all the attachments, information and troubleshoot tried to fix this heart rate issue.

@SunsetRunner, @Mjford1, @Huntere, @KonaKai2003, @iAmMindyMar, @hicksiehx, @SunsetRunner, @Merino61, @SunsetRunner, @LVinLA, @Lizbeth55, @eludic and @Kaia2009, regarding the issue you have been experiencing with your heart rate information, we have escalated this our team. Once we have more information about it, we will be glad to share it with you.

In the meantime, let me know if you need anything else. 

[SunsetRunner]

AlejandraFitbit,

I know this mess is not your fault and that you are only posting this nonsense because you are following a specific parodical intended to pacify angry customers. It’s not working, and in fact, it is having the opposite effect.

I received a similar email about 3 WEEKS ago.

With all due respect, AlejandraFitbit, may I suggest you ask your boss to hire competent specialists because the “Higher Department Team”, the “Specialized Team”, and now, just the “Team”, haven't be able to fix it in 26 days. I think it’s time to hire competent fixers, or come clean and tell us the issue will not be fixed; whatever is applicable, don’t you?

Thanks!

[SunsetRunner]

Hi Hicksiehx!

I don’t know why your rationally poignant post was deleted. If it was by accident, here it is:

---

@hicksiehx wrote:

@AlejandraFitbit Thanks for posting and representing FitBit - tough position be in at the moment. Here is what I know just from reading the discussion groups that include at last count 97 people. This is information that FitBit must have but have NOT shared. So I DO NOT think they are being entirely open and honest really. Most people know all this already. Anyway here goes: The issue of no longer getting HR graphing and HR data along with GPS mapping seems to have first occurred on or around July 29th. It affects both iOS and Android. It affects FitBit app 3.1 3.2, 3.3, 3.3.1 and 3.4. FitBit app 3.1 was available prior to July 29th and successfully produced the HR graphing which suggests that FitBit app version 3 is NOT the issue. There are a variety of trackers which are affected these include but are not necessarily confined to Alta HR, Versa, Charge 2, Charge 3 and Inspire. At least two of the 97 people affected have been given replacement trackers, neither of these people had success in resolving the issue. This is strong evidence that the issue is not a problem with the trackers. Geographic location does not appear to be a factor: From screen shots it is apparent that people in Australia, New Zealand, USA and England to name a few countries are all affected.

FitBit have the resources of developers and software engineers who should have been looking at this issue for weeks. We have been fed a steady diet of vague rubbish. The reply from my 16th email to Customer Support was "we are currently working to identify a resolution as quickly as possible". This sounds like a cut and paste from a catalogue of "things to say to customers when you want to buy some time". This will only generate anger, frustration and suspicion, not to mention our own theories as to what really is going on.

It is time for FitBit to be more open and honest about what is happening here. Please take this to your bosses.

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[SunsetRunner]

Preposterous.

[hicksiehx]

@SunsetRunner, Thank you

[SunsetRunner]

Hi @AlejandraFitbit,

there have been multiple app updates updates but no resolution. Can you update on progress?

[Kaleidoscopes]

Seriously?  This reply is a month old, the issue it two months old and still the issue has not been resolved.  Time to take this out of a forum and to the mainstream press!

[SunsetRunner]

Kaleidoscopes, I have asked at least a half dozen times for a simple yes or no as to whether or not they intend to restore the removed functions. They’ve refused each and every time to give a one word answer. In fact, one time when I specifically asked for a yes or no, customer service sent me a three (or was it four?) paragraph response, never once directly answering with - yes, (they intend on restoring it) or -no, (they are not going to return to us the much needed function).

Pretty much everyone has come to the conclusion that Fitbit just doesn’t care about its longtime, loyal customers. (Unless of course, you buy into their new products.) The proof is in their meandering responses. They are concentrating on the new Versa smart watches, their paid subscriptions, and redesigned dashboard. They’re trying to overhaul the company to compete with Apple.

>>>If you’re planning on purchasing a Fitbit, ask me why I regret it. “If it ‘ain’t broken’, don’t fix it”. If it IS broken, FIX IT! >>>