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. 

[MarcyBT]

You are right.  Sorry for the misinformation.  I had floors turned off in the app so I didn't notice.  I turned it back on and went up and down the stairs a few times and the floors didn't show up.  I wasn't really looking at the fitbit itself because the display is too small!  

[LizzyFitbit]

Hi everyone!

Thanks for your continued reports. As it was mentioned, this is an issue our team is aware of and they're currently working to get it fixed. While we don't have a time frame for a fix, we're keeping them informed of this situation and this thread will be updated once we have more information.

If you have a different question, I'd encourage you to start a new topic in the Help Forums as this will prevent any confusion.

[Hollis]

@LizzyFitbit  

I am having the same issue as described by everyone else with One, but it's over a year now.
The weekly email progress report and the friend challenge section shows all the correct information. The app shows the data, but numbers disappear when app is restarted.
App version 4.32 (43229015), phone model: iphone SE 2nd gen, iOS 18.1.1
Is it only a One issue? Would the android app be any better? I also have an android phone. Someone recommended the Inspire 3, but it doesn't have the altimeter for floors.

[bry1216]

Lizzy,

Why the same comment from you each time?  Why don't they fix the Streak Issue?  Can you ask them for answer?

iPhone 12 Pro, Fitbit 4.32 (43229015), Charge 4

[kcmac]

I don’t know if anyone else has noticed this, but lately my Fitbit One drains quickly, I have to recharge it much more frequently than I used to. I don’t know if that’s pertaining to this issue or not. 

[Melton.]

Hi kcmac,

Quite probably, when you open the app do you notice that if you go to the device you can see it doing a sync two or three times?

Back in September, Google said their update had fixed the steps issue, and I think double syncing was one of the changes they put in.

It didn’t work of course, I doubt they even replicated and tested their fix, otherwise they would have known.

Later they said they were aware of the problem but couldn’t say when they would fix it.

In the meantime I think they are waiting for the devices, or us, to die.

[sclan]

Lizzy. We’re all still waiting to hear when the issue with the Fitbit One will be fixed. When??!!??!!  I’ve seen people posting that the inspire 3 seems to work but how long before that device becomes obsolete and Fitbit/Google decide they’re not going to fix that?  My One works!  It sends data to Fitbit-my weekly progress email shows that. It just that the Fitbit app stinks!!  Please fix this. If I have to buy a new device it won’t be a Fitbit or google device. 

[desma24]

I am also so annoyed that it is taking so long for the Fitbit One app to be fixed. It used to work perfectly so I don't understand why it is so hard to make it work again. Are they even trying to fix it????Sent from my Galaxy

[Warrenlan]

Amen!

[vanger]

I have the same issue. 

Wantec to switch back from an Apple Watch to Fitbit, and reactivated my old Fitbit One, which still works fine. Syncing data is a mess. The steps from previous days disappeared frequently. 

i thought it might be a problem with the old device and bought an Inspire 3 (love the possibility to wear it on the wrist AND in a clip or my pocket). 
Got it yesterday and it’s a nice piece, attained 11k steps yesterday, tracked my sleep and after the first syn today, no more steps from yesterday are shown in the app. 
So not a Fitbit One Problem. 
Maybe I should return the Inspie 3 and get a Garmin Vivosmart instead…

[alphabravo]

Another longtime Fitbit One user here, wondering if we will ever see our Fitbit One steps on the app ever again.  The last steps from the my Fitbit One that appeared on the app were from just after noon Eastern Time on August 27, 2024. 

[ZNuts]

So I finally give in and bought an Inspire 3 (I3 for short) on used market. Not with the intention to replace the perfectly good ONE I got but I want to see if having an I3 also paired to the app would allow ONE to work with the app again.

Well, the short answer is NO but I have found out a few interesting things and hopefully these finding would help them fix it, even though I doubt Google's sincerity at this point. I will elaborate a bit at the end on my thoughts.

Here's the rough timeline, this is not exact but close. I should have took better notes.

Day 1: Added I3 to app. Everything looks good with both device in app. Steps show sup properly on app throughout the day. I also notice that steps are synced to both One and I3.
day 2: Now I wear only I3 and put One in the drawer. Steps shows up fine the day but prior day steps gone except those from I3.
Day 3. Now put I3 in drawer and wear the One, now even the current day steps have problem sync up.
Day 4: Took One off the app, leaving and waring only I3.
Day 5: Everything looks good.

What it looks like is that One have problem sync up even the current days data and when synced will wipe up prior days number, even those number accumulated by I3. I have a small amount of experience with database and real-time OS. It seems like the One when synced up, put an wipe on prior days data on app. Now, since the steps does show up on weekly reports, it is like the app is treating One's data differently somehow. Like there's a tag associated with the data from One vs the I3 even though both devices shows the same steps count when both are on the app.

I'm also very frustrated with fitbit at this point. Here's the deal, they said two or three time to get the new update and see what happens. Now, when I work on a software fix that's VERY REPEATABLE, I can determine what exactly caused the problem and also since it's repeatable, I can also verify more than once to make sure the fix actually WORKS . I feel like we are just chatting with an AI bot that just designed to make us go away and that's such a shame. It's make us look like fools. Google or Fitbit, you can do better than this.

Google, if you don't have a One to test with, I can loan you one that I have. Just msg me.  I just ask you to return it when the fix is done.

[Dove1919]

Very good analysis.
I do think they are trying to force us to give up on One. I'm recording
steps manual into my LoseIt app, but now my One barely holds a charge for a
day. Before Google took over it held a charge for days. Since change, it
keeps decreasing.
Not a happy camper. I don't want to wear a watch.

[dwin]

Interesting that is the exact date and time I have for my last historical steps - 12:30 to be exact - and then nothing.  That means the update that messed things up was implemented between 12:30PM and 1PM on August 27. @JuanFitbit this should be easy for the programmers to now track given we have identified a half hour time frame when this error started up. There have also been a lot of other people that identified this day as well.

[alphabravo]

I believe that the missing steps issue has not been caused by the app, but is being caused by the server.  Something happened to the server between 12:00 PM and 1:00 PM Eastern time on August 27, 2024.  There was some change to the server at that time that told the server to granting access to recorded steps for the Fitbit One and for the other devices that people have been experiencing this same issue.  We have been given multiple app updates on both the iOS and the Android platform, and none of these app updates fixes this.  That is because the problem is not with the apps, it is with the server.  If Google was trying to force us off of the Fitbit One, the server should be denying access to retrieving any of the Fitbit One's data; but it does allow access to sleep data.  If Google wanted to kill off the Fitbit One, they would have just stopped allowing any Fitbit One syncing to the server.  I do not have an explanation or a justification on why Google can't or won't fix the problem, but it should be an easy server fix, and it should definitely not take five months.

[bry1216]

I just got off the phone with Google Support in Guatemala.  I did not believe the initial agent and requested a manager who told me the Streak has been discontinued and is no longer supported.  I asked for an email of the statement and was told it was internal only.

I was told 4.35 version will release on 1/28/25 and all will be revealed.

[dwin]

@alphabravo  My Fitbit One data for steps, floors, distance, calories - all the data has been recorded fine - it is the app that cannot read the server data for some reason.

[bry1216]

dwin, How can I verify all my data?

[bobthompson]

I posted this earlier in the thread, but it's getting old at this point.  Maybe if the Google developers would fix the app???  Hmmm...  

I was able to download all my steps (and/or other data) to a spreadsheet/csv from the online Fitbit profile at https://www.fitbit.com/settings/data/legacy-export.  You can download up to a month at a time, and ALL my steps were accurate.  

For those looking to manually track until the app gets updated, this should at least stop you from losing data.

[bry1216]

After walking today, I have a current Streak of 126 days.  That put the date for my issue 9/26/2024.

I am a month behind several on this issue.

I am still on 4.32 version even though I was told it would change on 1/28/2025.

Charge 4 and iPhone 12 Pro.