Steps disappear after syncing

[joyce73]

My steps disappear after syncing. Only show calories. I’ve tried all the suggestions. Fully charged Fitbit. Restarted Fitbit. Restarted iPhone. Deleted and reinstalled app. Steps are all missing from previous days, too. 

[dwin]

@bry1216  see the next post by @bobthompson - he is correct...

[Melton.]

Another app update this week, but not fix for this issue again.

The server definitely has all the data, because the weekly progress E:Mails show the correct totals and the individual days in the header.

[alphabravo]

Has anyone else been using the amazing Exercise Quest dashboard to view their data and enter their food?  I have been using it since before the Fitbit One step data stopped being accessible on the server.  Just like all of the recent Fitbit app updates, it also can't retrieve Fitbit One step data from the server.  The Exercise Quest dashboard has no issue retrieving my step data from my Fitbit Charge 3, but since August 27, 2024, it can't retrieve any of my Fitbit One step data.  If the weekly summary emails are still showing Fitbit One step data, then the data is on the server, but both the app and the Exercise Quest dashboard can't retrieve that data.

[Mikey2]

Same experience for me with Exercise Quest.  I use a One.  Ex Quest does not show any historical data from the late August date until current day.  It does not show me the current day steps or floors either, and doesn't correctly record calories.  However, it will show any current steps I manually enter on the Fitbit App, and it keeps the historical record of those manual entries.  That is, steps not recorded by the One, but that I enter under Activity, Add Exercise.  And also, those steps that I add manually show up on the Fitbit App, and they usually, but not always, sync back to the One.  They will disappear from the One the next day. And for some reason, Exercise Quest is recording and showing my lifetime steps and lifetime miles.  I see those increment each day and continue to accumulate, and it seems to be accurate, but I can't be sure about that.  It is clearly getting that info from Fitbit.  I sure wish they would put the old dashboard back so we could have full use of our data.  Just beyond me to understand why this continues. 

[bry1216]

Fitbit 4.36 (43637005) and no change.

I am at 141 day streak and it should be 1,531!

I even gave them all the data to show I successfully achieve my daily goal September 24, 25, 26, 27 and there is no reason for it to restart!  I supplied data for a year actually.

iPhone 12 Pro and Fitbit Charge 4.

[SVRuss]

We've now crossed the 6 month mark with no resolution in sight. Many, many App "bug fix" updates that I can't spot any difference in how the app doesn't operate. My FitBit One, which I still love, is about to go into the drawer forever. Things were better before Google got involved, the same as with Nest.

I agree with a prior poster that this is likely a server-side issue. Tracked exercise steps seem to stay on the app for the duration of the day, but normal steps don't show as tracked. Then everything goes away at midnight. I think step data must be uploaded to Google, then should be sent back down to the app to show daily total steps. Somehow that isn't happening, possibly because of some security issue that end users aren't able to see in the app? It's likely a coincidence but this started the day I landed in France, so I initially thought it had to do with some European privacy requirements. It's possible that is still the case, just that it is affecting users outside of the EU.

[bobthompson]

I'm still using my One to track steps.  Just crazy that the App doesn't sync.  One question - does anyone know of a One user who is able to sync with the App?  Or are all of us stuck in the same spot.  IF they've killed the One, they should just admit it.

[PMCL]

My one still syncs with the app (after several attempts) and the data is still being logged, but if you quit the app the step count and other info disappears until you sync (repeatedly) again. It's very erratic. I haven't had a 'weekly report' email since 11 feb this year, which is annoying, but I can download the data as a csv file using a web browser and everything is there and correct - steps, floors, sleep etc. 

[bobthompson]

Thanks PMCL.  It's a fascinating issue... my One syncs to the server, but the steps almost never show in the app (it remains at zero).  The "active minutes" does update, but nothing else.  I'm still getting weekly emails every week, and those seem accurate.  And the csv file download is accurate.  In other words, my experience is "similar but entirely different" from yours!  

[PMCL]

I'm using the app on iphone although it does seem to be a cross platform issue. I just keep pulling down to sync over and over and eventually the steps will show up. If the steps appear, usually sleep data will appear and so will active minutes. Sometimes floors appear, but usually not. However, quit the app and relaunch and it all disappears. I think if nothing worked, I'd just bin it, but because some things work sometimes, I just keep hoping it'll get a proper fix! I also have an additional brand new fitbit one that I bought ages ago as a backup and haven't had to use yet, so I'd like more longevity in the app! One other interesting point is that I also use myfitness pal, which used to get the step data from my fitbit account - this also stopped working last year (exactly a week later than the issue with the fitbit app started.)

[AuchLilly]

Your description fits my experience.

Finally adding my incredible frustration to the lack of response. I will certainly not get another Fitbit tracker in the future. 

[MissGG]

look at my profile... It's beyond frustrating to have bee using a One for so long and suddenly to have the app fail to work now that google took over the amazing Fitbit one.

[WalkerSchmalker]

I tried everything listed. Even update phone and fitbit software.  I finally removed my user data from my fit bit and reconnect the fitbit to my mobile app.  Upon synchronizing the fitbit (Charge 6) still showed about 1100 steps fewer than the mobile app.  When I synchronized a second time, it pulled the 1100 steps out of the mobile app!  So now the device and the app are in sync but I've lost 1100 steps from my saved progress!  This all worked so well before Google got involved? Like others have said FIX THIS! 

[sclan]

Well here we are, roughly 8 months since the problem started (8/27/24) and still no fix and still no admission from Fitbit/Google that they are no longer going to support the One device. Tired of waiting, tired of the empty promises, tired of the silence. Moving on and bought a new tracker that is not a Fitbit/Google device.