Heart rate data doesn't appear for activities initiated on the app

[Huntere]

Since Monday 29/7 my Charge 2 has not reported HR data for activities initiated on the app (iOS).

i have tried all sorts:

• logged in and out of app
• Removed Charge 2 from account and re-added
• Reset Charge 2

all the while when I initiate an activity from the app, when complete I have no HR data. But here’s the kickers....

• Charge is running 22.55.2
• iOS was updated to 12.4 on Wed 31/7 (after problem started)
• Fitbit app updated 23/7 - well before problem started
• the app IS recording HR data in HR applet
• if i initiate excercise activity on Charge 2, the app does record HR data for the app.

i know this thread is about the 22.58 firmware (which I don’t have yet) but I have shared my experience in case it helps others narrow down the issue.

Very frustrating! I have half marathon Sunday and do rely on my Charge to assist me pacing myself, timewise and HR wise.

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @Huntere. It's nice to see you here, and I'm sorry for the delay in my response.

I've moved your post to this iOS thread to keep our forums organized, and so you can receive more related responses about this situation. I'm sorry about your heart rate details, and thanks for sharing detailed information regarding to the Fitbit app behavior. Let's work on this together!

To investigate more about this situation, may I know if you were using the MobileRun feature to track your activities? Did you see green lights on the back of your Charge 2? Also, may I know your iPhone's model? If you've not done so, please check this help article about how to wear it during your activities.

[Huntere]

Hi @LizzyFitbit 

Thanks for the response.

In answer to your questions.....

Mobilerun is used to start and stop activities on my iPhone. I prefer to do this so that I can receive pace cues. If I start an activity on my Charge, heart rate is recorded properly for the activity (it is also recorded properly for automatically recognised activities).

The green lights are on and the Charge 2 is recording heart rate data. I can see in the heart rate trend in the app that the heart rate has been recorded for the period I was doing my activity.

 My phone in a Xs 

This has always worked fine until Monday 29th July.

Fitbit App version 3.2 (851) last updates 25th July (so was working with this version).

iOs 12.4 updated to this 31st July (so after stopped working).

Charge 2 ver 22.55.2

Thanks

[siul1979]

https://community.fitbit.com/t5/Charge-2/Exercise-tracking-in-app-no-heart-rate-data/m-p/3652902/hig...

Found this post while looking for others with my same problem.

[LizzyFitbit]

Hi @Huntere and @siul1979. I'm glad to see you here, and I'm sorry for my delayed response.

@Huntere, thanks for replying back with the requested information. You did a great job with the steps posted before, and I'm sorry that the issue is persisting. As our friend @siul1979 mentioned, our team has been receiving feedback about the heart rate not appearing after syncing your exercises. They're currently working on a quick resolution. In the meantime, please make sure to keep the Fitbit app and your Charge 2 updated to ensure that you'll receive the quickest fix.

If you have another question, feel free to reply back.

[KonaKai2003]

Any idea when the fix will be finished?  This is a major feature IMO in my use of my Fitbit.  I want to see my heart rate tracked during my workout to see where my fitness is. 

[LizzyFitbit]

Hi @KonaKai2003. It's great to have you here. I'm sorry for my delayed response.

Thanks for joining this thread and about your question, currently there isn't a time frame when this will be resolved, but our team will work on this to get a fix as soon as possible. In the meantime, please provide me with the following:

• Your Fitbit device model.
• Your phone's model and iOS version.
• Is the Fitbit app updated to the 3.3.1 version?
• Does this happen when using Mobile Run, the exercise app on your device or SmartTrack?

I look forward to your reply.

[KonaKai2003]

@LizzyFitbit 

Ionic

iPhone 7 +

iOS 12.4

Fitbit 3.31

I found out last weekend if initiate the exercise (bike ride for me) from the Ionic, HR data will show up on the summary.   Unfortunately, I have found using the exercise app on the Ionic to be notoriously  unreliable, commonly not recording my entire bike ride, especially if we stop for lunch or coffee during the ride, so I prefer to use the phone app.  

[LizzyFitbit]

Hi @KonaKai2003. Welcome back to the Forums. I'm sorry for the delay in my response.

Thanks for getting back with the requested information, and I'm sorry that the heart rate data doesn't seem to sync correctly when using MobileRun. Our team has received comments from others users that are having this behavior when using this feature in the Fitbit app, and they've been investigating this situation to bring a resolution to all of you, and your details will be of great help.

I understand how important is to get your data recorded correctly, and in the meantime please try using the exercise app on your Ionic so you can manually start and stop the activity. For more information about using your device to record your activities, check this link.

If you have another question, let me know.

[FIT8]

I know the latest update did not fix this. Updated this morning and tracked my walk and it didn’t show up under the exercise.