Sleeping heart rate graph not working - RESOLVED

[Chimchim224]

After upgrade of app 3.40(1042) the sleeping heart rate graph does not show. Running latest IOS 14.4.1

[Clove5858]

JAWard called it on page 2 of this thread. This happened before. Happening again. Fitbit is aware and they are working on it. Until it is fixed, don’t sleep during the midnight hour.
I have been able to get graphs sleeping and waking up before midnight or going to bed after midnight. You’d think they would fix this rather quickly since it has happed before. Pretty sad really. 

[SilviaFitbit]

Hi everyone, 

@LZeeW Thank you for your assistance on the thread. 

I appreciate that you performed the troubleshooting described above. As mentioned by our Community Council, this is a bug that our team is aware of and working towards a resolution, you may want to subscribe to the main thread, any updates will be posted there. 

See you around. 

[FBkeks]

This has been the answer for days and days now. Not good enough. This customer service is for the birds! All of us need an extension of premium benefits for at least 1 month at this point. Of course the team has been notified, we have been ranting for weeks. There are hundreds, likely thousands of users affected, many don’t even bother using the forum. All I know is I am not going to renew my subscription because next thing you know, there will be a bigger issue and you guys have clearly no urgency in taking care of it. Especially considering this has happened before less than a year ago.

Fitbit is not sufficiently reliable nor efficient. 👎

[LiliyaFitbit]

Welcome to the Fitbit Community, @GFre.

Thank you for reporting this issue. I appreciate your troubleshooting efforts and would like to confirm that this issue has been reported to our team and they are working to identify a resolution as quickly as possible. I've merged your post to this thread for more information. 

See you around.

[PhaetonXSH]

IPhone 11, iOS 14.4.2. Same issue - no sleeping heart rate data showing on graph 

[CMM79]

People have been reporting this for over two weeks now. That's longer than a few days. 

[BarbB61]

Being told over & over that it has been reported to the team and they are working on it is basically not getting any answer.

I also work in the IT field... and if one of our customer facing applications behaved like this for more than a few hours there would be a whole lot of explaining being done and these sort of non-answers would not be acceptable. These things should be tested in a production environment before rolling out to paying customers.

I have been using FitBit since I bought my first Flex in 2014... I have upgraded several times and finally decided to add Premium to the benefits. So not really thrilled with the customer service being provided.

[PhaetonXSH]

Maybe so, but the problem just started for me.

Sent from my iPad

[KateFK]

Hello Barb, well said, could not agree more.

Sent from my iPhone

[Dr_Dianne_B]

This has been going on since March 10, but it's affected premium subscribers on different dates. For example, my SHR graph disappeared on April 2. Some other premium users experienced this on March 10, maybe earlier. I think this is caused by the recent update of IOS plus some automatic update of Fitbit that may have been rolled out in a way that caused the different dates that we experienced this problem. Dr. B.

[Dr_Dianne_B]

Yes, for most of us on this thread, it also happened last fall (August-September). I took Fitbit almost two months to fix it.  Dr. B.

[Dr_Dianne_B]

I tried my iPad today. Sadly, no SHR on that either. Maybe you have not installed the latest IOS update on your iPad. The IOS and Fitbit updates are causing this problem, IMHO.  Dr. B.

Update:

Fitbit needs to fix it. It took almost two months last fall. Dr. B.

Moderator edit: merged replies

[KateFK]

Agree Dianne. My husband’s, and now my sister’s Fitbit are not proving SHR data. I lost mine 2/4 & theirs went yesterday & then today. So it’s all very odd indeed.

Sent from my iPhone

[Dr_Dianne_B]

Kate: This supports my supposition that the problem was caused by the Fitbit rolling automatic update after the IOS update. I received a message about updating my IOS on iPhone and iPad, and I did. That was in late March. On April 2, my SHR went down on Fitbit. I assume it was an automatic update on Fitbit, as I did not get a message about it. Now it's causing all sorts of problems for premium subscribers with iPhones. We are stuck. Only Fitbit can fix it.  Dr. B. 

[KateFK]

Dianne: agree re your comments.........I too updated systems when requested and have subsequently lost data. It’s now a rolling problem and it will likely continue to escalate to more users, not just those of us impacted last year. Surely Fitbit can also escalate the urgency of the fix and importantly, plan programming to prevent this happening yet again. I’m gobsmacked that such a programming error has reoccurred. The absence of any moderator comments is interesting.

Sent from my iPad

[OhRubyRed]

I subscribed to Premium (paid for a whole year in my infinite wisdom) last weekend, literally for the additional sleep data/features. 

This is... frustrating. Especially since it appears to be a repeat of an earlier problem that took forever to resolve the first time around.

[Laccawest]

Heart rate sleep profile missing past and present

[rekjkbgt4tlkmht]

The sleep heart rate graph has started coming up blank on my app. The numbers are there but the graph isn't. Have uninstalled and reinstalled the app, restarted my fitbit (charge 4) and checked IOS is up to date. Any suggestions? Thx

[Normaninuk]

This has happened before and it took them a whole month before it was sorted. I ended up cancelling my premium membership for 12 months as a result. This time if they do not sort it out I will do the same and when I am due another watch it will be Apple.

Sent from my iPad

[Me-sk]

Same here!