Heart rate graph not showing entirely (Charge 3)

[DavidEasy]

I went for a one hour walk today (November 4) and my Charge 3 tracked the walk data including the heart rate information. However, unlike the previous day, the iOS app truncated the heart rate plot after about 10 minutes when I called it up from the dashboard after the walk. I tried a reset of the Charge 3 but nothing changed. I then logged in on-line and went to my on-line dashboard and voila! a perfect plot of all the heart rate data for today's walk. I've never seen this before in my use of the iOS app with my original Fitbit Charge or my Charge 2. I suspect the culprit is the new Charge 3.

Moderator Edit: Clarified Subject.

[seantnash]

Can you post a screenshot so we can see exactly what it's showing you please?

[DavidEasy]

Sent from my iPad

[LZeeW]

@DavidEasy  I had a similar, but not exact, experience yesterday.  Two autorecognized activities came up with blank ("not enough data available") areas for heart rate and calorie burn on the app.  All data was available on my web dashboard.

I suspect it was due to the end of DST.  My app had my Reminders to Move hours off, but my web dashboard was correct.

I hope it is corrected today, as my app has the right Reminders to Move.  I will let you know later.

[MarcoGFitbit]

Hello @DavidEasy and @seantnash, I hope you're doing well, it's nice to see you around the Fitbit Community. It's great to see you too @LZeeW, thanks for your insight about this situation. 

@DavidEasy, I appreciate you have brought this to our attention. If your heart rate graph is showing partially in the Fitbit app but showing complete in the online Dashboard, it's possible the app is not updating the information synced in our servers correctly, in which case I would like to suggest you the following:

• Force-quit the app, then open it again. If this doesn't work:
• Log out from the app, restart your phone as log back in. 

I hope this can be helpful, if you're still experiencing this situation, please follow these steps to add some screenshots and reply to me. 

Thanks for your patience and understanding, if there's anything else I can do for you, please feel free to reply. 

[DavidEasy]

Well, I tried the force quit yesterday and today, and nothing changed. By the by, both my iPad and iPhone evidence the problem. How do I log out from my iOS app? Delete the app and then redownload it from the App Store?

Sent from my iPad

[LZeeW]

@MarcoGFitbit  The force-quit option didn't work, as I tried it yesterday when the data would not show.  The log out/restart phone option did not work.  I have an iPhone 6s running iOS v 12.1 and app version 2.82.

The good news is that today's run is loading correctly.

[MarcoGFitbit]

Hello @DavidEasy and @LZeeW, I hope you're doing well, thanks for taking the time to reply. 

@DavidEasy, in order to log out from the app, please tap on the Account button, then scroll all the way down, you will be able to see the "Log Out" option. 

@LZeeW, I appreciate you have already tried the troubleshooting steps I've provided earlier. Would it be possible for you to reply to me with a screenshot of your heart rate graph? This will be very helpful for us to check this further. 

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[LZeeW]

@MarcoGFitbit  Here is a screenshot of one of the two corrupted graphs:

Both workout files corrupted on app.

All graphs (heart rate and calorie burn) for both workouts are fine on the web dashboard view.

[DavidEasy]

Well, there are now two anomalies to report; I first logged out from the
iOS Fitbit app, restarted my iPhone, re-opened the app and checked the
heart rate plot of my Sunday walk -- nothing changed -- still truncated.
The first attached screenshot shows that. Then I checked the heart rate
plot for my Monday walk and there's a gap in the plot! The plot on-line is
complete, so the data is there. I've attached a screenshot of Monday's
heart rate plot as the 2nd attachment to this reply. Looks like a bit of
the same mischief.

[MarcoGFitbit]

Hello @LZeeW and @DavidEasy, thanks for taking the time to reply, it's great to see you again. 

I appreciate you have replied to me with screenshots about this situation and more details about the issue at hand. I'll make sure to forward all this information to our team so they can take a better look at this situation. Once we have an update, we'll make sure to post it here in the official Forums. 

Thanks for your patience and understanding, if there's anything else you might want to add, please feel free to reply.