Heart rate data doesn't appear in walk activity

[suiseiseki]

Hi,

I notice that when I have a walk with google map, I can't find my heart rate tracking during I walk, are there any suggestions?

Before changing the "New Look" I can see

Before "New Look"

Now:

Now

Btw, my family now using Fitbit products, and they recommend that they prefer to use previous look seems is easy for their use as they are elder people...

They have not very good feeling to change the "New Look" lol

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @suiseiseki. Welcome to the Community Forums. I'm sorry for my delayed response.

Thanks for letting me know about this situation, as well for the screenshots provided. I'm sorry that your heart rate data didn't sync correctly, and let me help you out with this. So I can further investigate, please provide me with the following details:

• Your Fitbit device model.
• Your phone's model and iOS version.
• For your walk activity, did you use Mobile Run, the exercise app on your device or SmartTrack?

If you've not done so, make sure the Fitbit app is updated to the latest version so it can sync and reflect the information recorded by your Fitbit device correctly.

About the new dashboard, thanks for taking the time to share yours and your family feedback. I understand how you may be feeling about this change, and I'm sorry if this has caused any inconvenience. Our team relies on the Community posts to improve the Fitbit app and overall environment, so be sure that your comments will not go unnoticed. You can find more details about how to navigate through the new dashboard here.

Keep me posted!

[suiseiseki]

Hi@LizzyFitbit,

My Fitbit device model: Fitbit Alta HR

Phone: Iphone XS Max

Version: 12.4.1

For walk activity, I usally use fitbit apps to record, sometime fitbit will auto detect if I walk over 15 mins.

Now my fitbit version is 3.4, the "New Look"

[Fredyorke]

Exact same problem here. When tracking an exercise (run, walk or bike) to get GPS related info, there is no longer HR info. I have a fitbit HR alta in an iphone X with both ios and fitbit app fully updated. My wife has same devices and same issue.

Now since last update, if you want GPS info and tracked the exercise, you lose the HR info. Of note, the HR info is still captured as you can tell in the HR section of the app. Also the calories of the tracked exercise appear to be adjusted but the HR which is no longer displayed.

There are at least two other post with a lot of people noting same thing. It seems this is an oversight because it is happening to everybody

[eludic · Accepted solution]

Hello Fredyorke, 

You are correct that this is a ubiquitous issue. Tracked exercise no longer has HR info, but autodetected or logged activities will. This has been reported by many people since July 28th, and there is no fix. The response from Fitbit so far has been the usual suggestions (update your app, update the firmware on the tracker); a few of us have received new trackers, with no change (no surprise here since this is an app issue, not tracker performance).They are 'escalating the issue', which has been going on now for over a month with no results. For those of us who spent the money to get a tracker with the HR option and who want to know what their HR is doing specifically during their *tracked* exercise have been complaining. So far, nothing.  

[suiseiseki]

Hi Eludic,

Thanks your honest reply, I feel appreciate that you reply the post, however I am disappointed that until now there are no one to follow this situation...

Are there any difficulties to settle of this issue?

[Fredyorke]

Thanks.

Having the moderator recommending to update the software is concerning. Actually the evidence suggests the worst one could do is to update the fitbit app if everything is working fine. 

[niconyc]

hi - why is this marked as the solution?  as far as I know the problem still exists.  it also impacts runs and other activities started from the phone app.  it is a bigger problem because even though activities can be tracked by manually recording from the Fitbit device sometimes the Fitbit device will "forget" an activity it is tracking and so the result is that the activity isn't tracked at all.  i am quite disappointed about this. 

[eludic]

Hello Niconyc, 

No clue why this thread is marked as a solution. Thus far, there is no solution, nor is there HR info on my tracked runs (during which I would like to have both the GPS and HR info). But I guess Fitbit thinks we only need GPS or HR?? I did update my app this morning to see if the *bug fixes and improvements* made any difference. Still no HR info in my tracked run. So despite repeated attempts to get a resolution (more accurately, to get a functionality restored that we previously had, not even get an improvement), seems our complaints are falling on deaf ears.