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

[Jelma]

Same here. I have been a FitBit user since 2014 and am very frustrated about the lack of moderator response (other than “thanks for providing the information...”.). I expect at least a refund (or extension) of my current Premium membership but, for the first time, am seriously considering a switch to an Apple Watch.

Jim

[BarbB61]

Still waiting for information and explanation as to why this is still an issue. Most companies would find this totally unacceptable.

[Mikaylaj]

Hello! Any update on this? 

[jodibear58]

This is still happening to me (April 9th) I had a Versa 2 and switched to a Sense and it still doesn't work.  I have an iPhone.

[Dr_Dianne_B]

Kate: I've seen three different moderators respond to complaints about the disappearance of the SHR graph since March. They all say the same thing. The team is working on a fix. Although some of us were just affected by this bug in April, others were affected in March. And people will continue to be affected. It's very frustrating. Dianne

[Dr_Dianne_B]

When I chose Fitbit over Apple a few years ago, it was partially because Apple did not have a sleep tracker like Fitbit. Perhaps that has changed. Dianne

[OhRubyRed]

Were you able to cancel your annual Premium subscription, and more importantly get a refund on the unused portion? 

[OhRubyRed]

The sleep tracking is one of the reasons I’ve stuck with Fitbit vs. switching to Apple. Apple does now have some sleep monitoring but it seems lacking compared with Fitbit’s from what I’ve read. Although, if Fitbit offers better features but they don’t actually work... sigh.

[Normaninuk]

I accept things go wrong but to take a month to sort it out I was expecting a months credit on my subscription but no not even an apology afterwards.

Sent from my iPad

[OhRubyRed]

Seems like the data is there, just plotted backwards from the time I go to bed and vanishing off of the left edge of the graph. Genius. Check out the timestamps and position on the X-Axis in these screenshots. If I touch that faint vertical line towards the left of the graph and slide my finger to the left, all my stats are there. They’re just a giant mess. 

 

 

 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Laccawest.

Thank you for the information and for taking the time to report this issue. I would like to let you know that I've merged your post to this thread for more information. 

See you around.

[BarbB61]

The moderator who closes her responses with "see you around" really annoys me... seriously, stop using a template response. You should not want to "see me around" as a result of your company failing to provide the services being paid for.

[K_jess]

Mine quit working too. 

[Maryjay60]

So instead of working on a fix for a known issue, Fitbit is taking the time to merge questions and comments to one thread? I suspect multiple threads are started because multiple people are upset with the lack of function and lack of response! Will there be a refund of any of the premium we are paying specifically for this information? 

[Me-sk]

My daughter just switched to Apple Watch because of this company’s response
(or lack there of). I agree with you.

[Pksrowland37]

To all the people frustrated... I used to work in IT as a senior manager of a support team (riffed in 2020) even if they identify the fix fast  it still has to be coded, released for testing tested with the next release which includes regression testing. Unless it’s a issue that bring down all functionality they won’t do a one off patch. So actually one month to release a fix like this is good and standard. Also no guarantee anyone in IT has gotten all the great insights posted here like this happened in 8/20. Hopefully Fitbit does a Root Case analysis and makes sure this is added to the regression testing set. I still love my Fitbit. I’ve lost 8 lbs and a big part has been using Fitbit.  Now I hope my tag along moderator won’t delete this post as violating Fitbit standards for cross posting. 

[Maryjay60]

They clearly aren't following this practice as they are regularly "breaking" functions when they release updates- often, the same ones repeatedly. In addition, they do not communicate any progress they are making in resolving the problem, nor do they ask pertinent questions about these issues. That is all part of the IT process. 

[Maryjay60]

You will also notice that all these comments have been consolodated under a title noting that the issue has been "solved" and "answers" have been noted when, in fact, they are NOT solved and the questions have NOT been answered. 

[Travis_M]

I came here looking for a fix to the No Sleep Heart Rate Data problem that showed up for me around 4/5/21. Why is this thread marked Answered? What is "The Answer"?

My Setup:

Iphone 12 Mini

IOS 14.4.2

Fitbit App 3.40.1 (1043)

[Dr_Dianne_B]

So, if you click on "best answer" you get Juan Fitbit's message from March 25:  "They are aware of the situation and working on a solution. We hope to bring you all back on track very soon."

That's it, that's the answer. They are working on it since March.  Dr. B.