Missing data with steps bar graphs

[prs312]

Do other users have the issue of missing data on the bar graphs with the ios app? It didnt use to have this problem until the graphs changed with an update awhile back.

[prs312]

(not sure if the link works) but I've noticed ever since the update awhile back that changed the bar graphs, there is usually missing data when I zoom out to see 3-month, 1 year intervals. It usually is just blank in between and sometimes loads if i zoom in and zoom out again. Are other users having this issue?

[Rich_Laue]

I've moved your iOS question out of the hardware board and into the iOS board. 

[MarcoGFitbit]

Hello @prs312, thanks for joining the Fitbit Community, it's great to see new faces around! It's also nice to see you @Rich_Laue, I appreciate your help moving the post to the correct board. 

@prs312, thanks for bringing this to my attention, at this moment I would like to ask you for some screenshots about the step graph you're able to see in the app. It seems you tried to add them to your posts but unfortunately they didn't come through. Please follow these steps to upload them again, once I receive them I'll be able to check this further with this issue.

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

[prs312]

Here are attached photos of the issue mentioned. It seems sometimes the data does appear after some time or if I switch to a different time interval, but it still seems like a software glitch.

[MrMarv]

And I am missing June - October of 2017, showing only November and December. 

In the three month view I am missing some of July and some of October, both 2017.

I have some data from "back in the day but don't know what is missing from that time period, if any.

But I have worn my Alta HR every day since receiving it on June 12, 2017.

I do have clean weekly averages for the period June 12 through December 31, 2017 on the web dashboard. So the data seems to be secure, just the app not dealing with it properly, whether internally or the backend is not returning the proper data from an API call. Or something else; if anyone knows it could be just about anything, it's me. Over 35 years of coding, I surprised sometimes that I still haven't seen it all.

[MarcoGFitbit]

Hello @prs312, I hope you're doing well, thanks for taking the time to reply with the screenshots requested. It's also nice to see you too @MrMarv, I appreciate you have joined the conversation. 

Thanks for your report. Our engineers are aware of the problem and are working to resolve it as quickly as possible. In the meantime, to check all of your steps for the missing months, please go to your Activities page in the online Dashboard.

I'm really 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. 

[PigletRider]

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@MrMarvwrote:

And I am missing June - October of 2017, showing only November and December. 

In the three month view I am missing some of July and some of October, both 2017.

I have some data from "back in the day but don't know what is missing from that time period, if any.

But I have worn my Alta HR every day since receiving it on June 12, 2017.

I do have clean weekly averages for the period June 12 through December 31, 2017 on the web dashboard. So the data seems to be secure, just the app not dealing with it properly, whether internally or the backend is not returning the proper data from an API call. Or something else; if anyone knows it could be just about anything, it's me. Over 35 years of coding, I surprised sometimes that I still haven't seen it all.

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I (and others) have posted similar stories regarding the “Exercise calories” pane not showing accurately for even the current week!  If you click on it, half of the older bars just disappear right before your very eyes after about a half-second.  Even scrolling the list of exercises does NOT retrieve the data right away.  You have to get out of the app and get back in to see the disappearing data/bars trick all over again.  (Yes I’ve posted my screenshots as well as have others.  Fitbit knows this.)

This has been like this for quite some time, months now for me, longer for others.  I’ve posted several times.  Months ago their engineers were “aware of the problem.”  But, release after release after release later, there’s still no solution.

The kicker is, you initially get the correct data/bars!   The app can give you the correct data.  It’s just a half-second later... poof... half of your bars (the older ones) just disappear.  This should be a proverbial layup for any engineer trained in coding and debugging.  At least Fitbit should tell us they’ve identified the problem and it’s just really tricky/difficult to fix.  Being a coder myself for most of my career, I can sympathize with that response.  But tell us something more than “developers are aware of the problem.”

[Flyingfeetz]

Please get this sorted! I have only had my Fitbit for a 6 weeks and have signed up to do 50miles in Feb. My activity is logging and if I scroll down on the website all the activities are there but the mileage is stuck on 31.9 despite 5 more days of running. How can I prove I have done as I said? 

[MarcoGFitbit]

Hello @Flyingfeetz, have a warm welcome to the Fitbit Community, thanks for joining the conversation. It's also nice to see you @PigletRider, I hope you're having a great day. 

@PigletRider, I understand your concern about this issue and appreciate your patience and understanding. Please note that even if I don't have specific timeframe for this situation to be resolved, our team is working towards finding a prompt and proper resolution. As you've probably noticed, our team is constantly releasing new version of the app as is committed to resolve these bugs. 

@Flyingfeetz, please note that the bug described is only affecting the way the information is displayed. If you have exercised and the data has not been updated, please go to your online Dashboard to check the data. If everything seems normal here, it's possible the app is not updating the information correctly, in which case I would like to ask you to try the following in the app:

• Force-quit the app by double tapping the home button on your phone and swiping up the app.
• Log out from the app, restart your phone and log back in. 

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

[Flyingfeetz]

This fix hasn’t sorted the problem

[MarcoGFitbit]

Hello @Flyingfeetz, I hope you're doing well, thanks for taking the time to reply and let me know you've tried the troubleshooting steps described above. 

As mentioned earlier, this is an issue that is being worked on by our development team as they're aware of it. Unfortunately, I don't have a specific timeframe for when this situation will be resolved; nevertheless, I'll be updating this thread once I have more information to share with you.

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