OneTouch Reveal is connected but shows no glucose data

[mbuster1]

Connected my One Touch Reveal to Fitbit on 3/18/24 last updated on 10/8/24 and shows connected. Had changed nothing in either app. Need help sorting this out.

Moderator Edit: Clarified subject

[DavidFitbit]

Hi there @mbuster1 Welcome to the Fitbit Community! It's great to have you here, allow me to help with your Fitbit and OneTouch reveal apps.

If your apps stop syncing you may try force quitting them or just restart your mobile device.

The steps to force quit the fitbit app could change depending of operating system you mobile uses. For iOS you can follow the istructions in the link below

Close an app on your iPhone or iPod

Hope these tips help !

[LZeeW]

@DavidFitbit   The OneTouch Reveal connection isn't a third party app like Strava or MyFitnessPal.  It is listed as in the Connected Devices and Apps in the Glucose tile Settings on the Fitbit app.

@mbuster1  Have you tried disconnecting your OneTouch then adding it back?  If this doesn't help you, do you use Android or iPhone?  What version of the Fitbit app do you have?  This is a Fitbit app feature and isn't specific to the Sense 2.

[mbuster1]

Thanks for the reply @DavidFitbit but restarting app and iPhone did not get missed data to upload.  All worked fine until 10/9/24.

[mbuster1]

Hi @LZeeW, I had not tried disconnect/reconnect so I gave it a shot.  Nothing changed, still no new data.  Only message I got was when disconnecting about keeping or deleting the data.  I kept it.  Shows to be reconnected but still no data after 10/8/24.  I have iPhone 12 Pro Max and FitBit app version 4.27.1. Sense 2 version 200001.210.26

Mark

[LZeeW]

@mbuster1   I'm sorry, but I can't help you with any additional advice, only general troubleshooting.  I don't use a glucose meter.  I just know that the OneTouch is the only meter that can be linked from the Fitbit app.

[mbuster1]

Thanks for trying @LZeeW and @DavidFitbit.  I was going to see if I could remove the glucose tile and add it back.  I am assuming the way to do that is to deselect it in the Tiles Tab of Gallery.  Unfortunately it is not listed there or in the "Manage My Tiles" yet the tile is on my Today page and I can manually enter data in it and all my data since 6/2/24 is displayed.  I noticed there was Manage My Data button at the bottom of the list, I clicked it and and it said I couldn't see my data and there was another button that took me to the connected devices and apps page.  It told me One Touch Reveal was not connected so I went through the set up and it told me it was connected and downloading the last 3 months of data and may take a while.  I backed out of there and looked at the glucose tile on Today and my data since December 2023 up to today was logged.  The Glucose tile is still not to be found in Tiles.

[mbuster1]

@DavidFitbit One touch reveal still shows connected but new data for today did not load. Who else might be able to help. 

[Rich_Laue]

I've moved your app based question out of Sense 2 hardware and into iOS support.

Maybe someone here will know 

[mbuster1]

Maybe someone from the Fitbit App tech support will see it, if there is such a thing.

[mbuster1]

A bit more for info.  Even though I disconnect the One Touch Reveal app in FitBit and go thru the steps to reconnect and it says connected in the FitBit app, it is not connected.  Have to go to to my profile / fitbit settings / manage data and privacy / Feature Privacy Controls - Manage All / Blood Glucose Tracking / Turn it Off and then go thru the reconnecting process again and it brings up all the missing data, same as it did as reported in my 10/17 reply.  I just took my BG again but fitbit does not show the data.  In the past it has always updated seconds after my meter syncs with the One Touch Reveal app.  Have never had an issue with the data getting to Apple Health. Had to disconnect / reconnect again to get todays latest reading to update in Fitbit.

[LZeeW]

@mbuster1   I found another thread in a different forum where the user started having the same issue on exactly the same day as you.  I think you should contact Support  to get more help with this issue.

[mbuster1]

Thank you @LZeeW , I did.  Friday afternoon after getting a couple of Community emails that were asking questions but was sent from a mail server that is accepting no replies.  I figured they don't monitor the support stuff after hours or weekends.  Also got an email that was telling me I had a reply to this thread and maybe I should check it and pick a best answer.  Sad to say, it was a reply I made.  

Any chance you could send the link to that thread just in case I can't find it?

[LizzyFitbit]

Hi there, @mbuster1. @LZeeW and @Rich_Laue Thank you for helping our friend!

@mbuster1 Thanks for every step that you've tried, as well as sharing additional information. I'm sorry this happened to you. I went ahead to get you connected with our Support team, and I noticed that you already have a case created with them. I'm happy they're providing you with assistance, and don't hesitate to reply back to them in order to receive updates about your case.

[mbuster1]

Thank you @LizzyFitbit,
Yes they are working on it but so far unresolved

[LizzyFitbit]

Hi there, @mbuster1.

You're welcome, and thanks to you for keeping me posted. I understand your point of view and because our team has access to all your details, my best advice is to wait and follow their advice regarding this situation. Please know your case is in good hands, and you can always reply back to them to receive an update.

[mbuster1]

Yes working on it, yet another month has passed and not a word.  Very disappointing to say the least.

[LizzyFitbit]

Hi there, @mbuster1.

Thanks for keeping me posted. I understand how frustrating this is for you, and I'm sorry for this inconvenience. I was checking my end and it seems our team is currently working on this situation. While we don't have a time frame for the fix, we're keeping our team informed of the impact to all our members.

In the meantime, I'd recommend keeping the Fitbit app updated so the rest of your information can sync correctly.

[Hawkinsst7]

I just wanted to say that I've been experiencing the exact same thing on Android, on the same day (10/8/2024), although I was able to do something that let it sync a week later, but it warned me that data older than 3 months might be lost, so I chose to not do it again. I posted about it on Reddit a few months ago. I found a very band-aid workaround that I tried once but don't want to try again because I might lose data. Here's what I posted, because I'm not sure if external links are allowed:

So this was working fine for a few weeks, and then last week, it just stopped importing data. I've tried disconnecting the apps and reconnecting them. I've tried clearing cache and storage, and even uninstalling both fitbit and the Onetouch app, with no luck. It even says last synced on October 8

Edit 2: the below may not enable syncing again, it might just import the 3 months and then not sync again. I'll dog more tomorrow. Also I sent an email to onetouch.

Edit : workaround

So I don't know if this a permanent fix, but I did manage to at least get updated info.

However, you may lose older, historic info in fitbit.

If you disconnect Onetouch from within the fitbit app, it'll ask if you want to save or delete your data. I deleted it, and then reconnected the Onetouch app. That seemed to have worked... But it will only import 3 months worth of data.

So it's not a fix, it's a workaround that may cost you older data in fitbit.So this was working fine for a few weeks, and then last week, it just stopped importing data. I've tried disconnecting the apps and reconnecting them. I've tried clearing cache and storage, and even uninstalling both fitbit and the Onetouch app, with no luck.