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

[Bonewoman]

Update for your coders: 

1) If sleep tracking starts AFTER midnight, the heart rate graph in Restoration panel is correct. It shows and runs left to right on the ‘x’axis.

2) BUT If sleep tracking starts BEFORE midnight, only the first moment of the heart rate graph shows in the Restoration panel. The rest of the graph is hidden because it then runs RIGHT TO LEFT on the ‘x’ axis — and therefore does not show on-screen.

(You can still scan to the left and see the times going forward during the night. This is how we know the graph is there, on the left, just not visible.)

PLEASE fix this unless you want a lot of users to unsubscribe from Premium. We’re a bunch of really tired people and were getting pretty frustrated. 

Thank you. 

[OhRubyRed]

I contacted Support yesterday to try to get an update and was told “our engineers are working hard to resolve the issue”.

Just occurred to me; unless I’m just missing it, Fitbit don’t have a “current known issues/outages” page, do they? It would be really helpful if something like that existed and had status updates to keep customers in the loop. 

[Dr_Dianne_B]

I contacted Support a few days ago and have been in contact with them as they answer my questions and comments. They do respond promptly, so I feel like I'm being heard. The answer is the same, they are working on it and hope to have it resolved soon.  Dianne

[Dr_Dianne_B]

Good summary of the issues involved. I shared the information with Support. They are good about responding. The response is that they are working to resolve it. Dianne

[KateFK]

Agree wholeheartedly!
Communication is key and is sadly lacking from Fitbit. Kate

Sent from my iPhone

[Jenn0783]

Well it worked for 2 days and then stopped again 😞

I have iPhone xr iOS 14.4.2 

[SunsetRunner]

Now neither of my graphs are working. Not the heart rate or the oxygen. I hope they extend our subscription an extra month, free of charge.

Sent from my iPhone

[Surrealistic]

Same problem here with an Inspire 2 on 14.4.2.

only the specific Restoration graph is not showing data 

[Normaninuk]

I had the graph missing about a year ago. It took them about a month to fix. Same things. We are working on it. No apology or credit so I cancelled my subscription for a year. I restarted it but looking like they still have the same old issues.

Sent from my iPad

[Normaninuk]

Yes there is no communication without prompting

Sent from my iPad

[DanIonel0007]

Dear Wilson, 04-13-2021, I'm waiting the resolution, yet. And I'm Premium customer. It's very difficult each morning to see the blank of Sleeping Heart Rate graph on IoS!

Thank you,

Dan

[Rflanders]

I was experiencing the same issues with my my sleep restoration heart graph
too, but the graph reappeared on Sunday. I woke up this morning to review
my sleep data and the graph was blank again. Hopefully this issue is
resolved soon!

[Tammie58]

I’m having same problem.  All of a sudden it stopped working. 

[ft2021]

My heart rate restoration graph has been blank every night for a week. How long will it take to fix it? Thinking about canceling premium if not fixed.

[Desteki]

People are blaming Fitbit for an issue caused by an Apple update? Focus the blame where it is due, and unless we know the root cause, you really can’t blame Fitbit.

For SW issues, they need to root cause the issue, if it’s coming from the Apple code, they need to work with Apple to get Apple to admit then fix the OS issue, or Fitbit needs to figure out a workaround. Either way they then need to test the fix as thoroughly as possible in a short time window to ensure it doesn’t impact anything else, then roll out a release.

Apple is much less a problem then say Microsoft or vmWare are, however, the OS Vendors don’t move as fast unless the issue is impacting their bottom line.

It is still providing the info, just not the graph, please give Fitbit the reasonable time to properly address the issue.

Debi

[DanIonel0007]

More than 2 weeks, already! Reasonable in my view!

[Desteki]

Do you want an untested hack or a solid fix?

[DanIonel0007]

Solid fix, of course! No prob!

[hschimmel13]

The graph was back for a couple of days. It’s gone again 😞

[MarreFitbit]

Hi there, @rekjkbgt4tlkmht, @sohmar1, and @cclala. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with the Sleep Restoration Graph before reaching out.

As a first step, I'd recommend checking that the Fitbit app is already running the latest version. Follow these steps, to complete the update. 

Thank you for reporting this issue. I'd like to let you guys know 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. 

Have a nice day.