Heart rate tile in app not updating.

[ingmarg]

Same error as reported previously is back with iPhone app not syncing heart rate. "Live" heart rate shows in app tile and on watch, but the graph won't update. Shows a few small periods (maybe 30 minutes each), has been like this since October 10th.

Previous reports on same problem with solution:

https://community.fitbit.com/t5/iOS-App/RESOLVED-Heart-Rate-Not-Updating/td-p/1625400/page/7

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @ingmarg, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention, would it be possible for you to reply to me with a screenshot of your heart rate graph so I can check this further? That will be very helpful. 

Thanks for your patience, I'll be waiting for your reply. 

[ingmarg]

Here are screenshots of yesterday and the overview of the last week. As you can see, there are some random data points. 

[MarcoGFitbit]

Hello @ingmarg, I hope you're doing well, thanks for taking the time to reply and send me the screenshots. 

At this moment I would like to suggest you to restart your tracker in case you haven't done it yet, then restart your phone and monitor your tracker for the next 24 hours, making sure to sync it at least 3 times during the day. If the graph is still not showing normally, let's try setting up your tracker as a new device to reset the connection between the tracker and the app. Don't worry, none of the information previously stored in your account will be deleted. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[ingmarg]

Hi. I’ve tried both your suggestions, with no success. The frontpage of the app shows «live» HR when its connected, but the graph doesn’t update.

[MarcoGFitbit]

Hello @ingmarg, I hope you're having a great day, thanks for coming back to me and let me know you've tried the troubleshooting steps suggested. 

At this time, I'll make sure to forward the information you've provided to our team so they can take a better look at this. Once I have more information to share with you about this situation

I'm sorry for any inconvenience this situation has caused. I appreciate your patience and look forward to getting you back on track. If there's anything else I can do for you, please feel free to reply. 

[ingmarg]

@MarcoGFitbit Haven’t heard anything from you guys, so i assume you’re still not able to fix it. However, my tracker found a new problem to make my days even better! Its frozen with a progress bar half-ful, and all the suggested solutions in the forum from others with the same problem fails to fix it. 

[MarcoGFitbit]

Hello @ingmarg, I hope you're doing well, thanks for letting me know about this new issue your tracker is experiencing. It seems your tracker got stuck during a firmware update. At this moment I would like to suggest you trying to set up your tracker as a new device, this will force the update to finish. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[ingmarg]

That seems to have fixed the update-problem after something like 14 attempts. So now we’re back to the HR-problem. 

[ingmarg]

Or maybe not, as it seems to be updating every five minutes now...

[FranFBHR]

I am having this same problem, the heart rate on my Alta HR stopped updating over a month ago. My resting heart rate shows but stuck at same reading and no graph up date. My screen looks just like other screenshots previously shared.

I have tried all the suggestions here, Bluetooth forget HR, load in as new device, shut down app reload, all latest updates are installed.

Any other suggestions, this is very frustrating and appears to be a common bug?