Heartrate not updating or refreshing in Fitbit's iOS app!

[WildBill1]

For the past six months I have been battling with my Fitbit Charge HR trying to get your Fitbit iOS application to correctly display or refresh my current heartrate.  As a note, I purchased my Fitbit Charge HR specifically to track my heartrate, nothing else.

As noted below under "Troubleshooting" I have tried everything but nothing seems to resolve this issue.  In fact the issue has gotten much worse with iOS 10.  Specifically, although my heartrate displays correctly on my Fitbit device, my heartrate does not automatically display or refresh in your iOS app.  Nevertheless, I can force a my heartrate to update or refresh by stopping and restarting your Fitbit iOS app.  However, this is a real pain in the butt.  

As a note, my heartrate updates routinely if I use your Fitbit web application from a desktop with your Fitbit USB Bluetooth dongle installed.  Given this it appears that this heartrate update/refresh issue is isolated to an iOS issue and not a Fitbit device issue.  (Unless of course Fitbit uses a different Bluetooth protocol with a desktop than the one used with an iPhone.)

Troubleshooting:

• I have verified and re-verified that I am wearing my Fitbit device correctly.
• I have reset my Fitbit device multiple times.  I have rebooted my iPhone numerous times.  I have even done a Fitbit factory reset at least three times.  I have uninstalled and reinstalled your Fitbit iOS app numerous times.
• As a note, other Fitbit tracking areas, or tiles, seem to update normally.  (e.g. steps, floors, & sleep)  However as these other areas do not change often I would expect that they would update (or a user might not notice a failure to update).  Whereas, a person's heartrate is continually changing second-by-second.
• As noted below under "Technical Background" I am running the latest versions of Fitbit, to include firmware, iOS, Windows and Chrome.
• Even though I am a very experienced technology user, I am not an iPhone power user.  In other words, I am not pushing my iPhone to its technical limits.  I typically I only have about a dozen apps running.  In fact as part of my troubleshooting efforts I stopped ALL of my other apps, including native Apple apps.  Even after this your Fitbit iOS app would not update or refresh my heartrate information without stopping and restarting your iOS app.
• My Fitbit device is my only Bluetooth device.  I do not use any other Bluetooth devices.
• In my latest effort I actually exchanged my Fitbit Charge HR for a 'new' Fitbit Charge HR.  Regrettably, this heartrate update/refresh issue continues with the 'new' device.

Technical Information:

• Fitbit App Version 2.27.1 (590)
• Fitbit Firmware Version 122
• iPhone 5s with 32 Gb memory
• iOS 10 Version 10.0.2
• Windows 10 latest build
• Chrome latest build

Finally, any help would be appreciated.  As noted above, I have reached a stopping point with my Fitbit Charge HR and I am actively looking into other fitness technologies that will track my heartrate.

Thanks.

Bill

[RobertoME]

Hi there @WildBill1, welcome aboard to our Community and for taking the time to provide specific details of the issue you are experiencing.

There are reports that with the new update of the iOS app the heart rate is not updating or the heart rate graph is not showing completely.

In the meantime the workaround that is working, is force quitting the app is like you mentioned before. The other provisional solution is to refer to your web-based Dashboard to see your hear rate data.

I will pass your comments and feedback and be sure that our teams are working hard to fix this very soon. I'm sorry that you are experiencing this issue, specially when you bought your charge HR specifically to track your Heart rate.

I will give follow up to this issue and if I got new updates, I will let you know.

[WildBill1]

Thanks Robert! I appreciate your acknowledgment of the issue. For now I
will stop and restart your Fitbit app to force an update. As I have been
battling this issue for some time, even in iOS 9 although not as bad,
hopefully Fitbit will issue a fix soon!

[WildBill1]

So when will this be fixed?  This issue has been ongoing for months!   Only after working with Fitbit Support for weeks and weeks and trying over a dozen fixes did I finally get Fitbit Support to even admit that this is a real problem.  Unacceptable!  We are now on software version 2.30 and still no fix.  Again When will this be fixed?  Yes, I would like a firm date not more run arounds.  

Moderator Edit: Format

[WildBill1]

Does anyone actually monitor this forum?  An answer as to why this problem has persisted for months would be nice.  More and more I am regretting not just buying an iWatch. 

[RobertoME]

Hello @WildBill1, thank you for your comments and your feedback. Rest assure me and my teammates as moderators we are always giving follow up to all our boards. Although I offer you an apology for not posting anything related to this issue.

If you haven't try the new update for iOS, there is a new version which address different glitches and improved stability. The new version is 2.31(627) and now live on the app store since yesterday. It might be require to Force quit and restarting the app after the update.

Give it a try and for anything else you can find me around.

[WildBill1]

Appreciate the reply.  Nevertheless can this get fixed?  Can Fitbit quit making excuses and offering workarounds that do not work?  

My iOS is fully updated, iOS 10.2, and yes I downloaded 2.31.   This said, the heartrate update is still broken.  As I originally reported this to Fitbit Support in May 2016 I think you can understand my frustration.  While this thread apparently died, as you are likely aware, there is a very active thread regarding this same issue at:

https://community.fitbit.com/t5/iOS-App/Heart-Rate-Not-Updating/m-p/1625400#U1625400

Time to fix it and stop talking about it!