night heart rate charting no longer functioning properly

[geo100]

night time charting of heart rate has suddenly stopped working right - it appears to start the night properly, then goes blank after first 1/3 of the night. I’ve turned heart rate monitoring on and off; re started Fitbit; updated software; forced re sync. help! I’m lossing sleep over it

[Bill_209]

If I understand your description of the problem correctly, you are observing a break in the Heart Rate graph that occurred some time during the night, and then it began charting the Heart Rate properly again at some point in time. 

If my understanding of this is correct, it suggests that your wristband may be a bit too loose.  Try removing your Inspire 3 device, gently clean off the sensors on the bottom of the device, and then put the Inspire 3 device back on your wrist, just a little bit tighter than it was before.

[geo100]

no

it always now appears to start the night properly, then heart rate charting goes blank after first 1/3 of the night - and never starts up again

I’ve had the device for more than year, and always wear it at the same tightness of the band -  this is a new problem, I’m not a new or inexperienced user

it appears to be related to an update - other functions like the overnight time charting is all wrong, and keeps changing, ie sometimes shows bedtime at 4am, then sometimes corrects to 10pm  

[Bill_209]

Okay, this is clearly not a wristband tightness issue then.

This is definitely abnormal behavior though, so I would try jumping right to the end ot the endless Customer Service list of things to try between 24 hour intervals and just start over.

• Uninstall the app
• Restart the phone
• Perform a Factory Reset of the device, which should display a Fitbit logo and a message to install the app on the device
• Install the app
• Complete the setup of the device 

[geo100 · Accepted solution]

I did all that

now the fit bit keeps saying download the mobile app

whereas, prompting the newly downloaded mobile app keeps saying “looking” as I try to re synch

[Bill_209]

Getting the Inspire 3 to pair with the app can be a very painful process.  Uninstalling the app, restarting the phone and then I stalling the app again normally works, but I've had to do it a couple of times before.  Exiting the app and then opening it again works sometimes also.  Ideally, there is a setup pop-up that walks you through the pairing process, but that doesn't always happen.

If you try exiting the app and then opening it again, if there is a message indicating that the device must be paired with BT, try clicking that to see if it starts the pairing process then.

[geo100]

Sent from my iPhone

[geo100]

finally got everything re installed, re synched, etc

and back to the same old original problems -

again, the biggest single crucial problem is that the chart that shows the overnight heart only shows the full night of data correctly sometimes - most times it shows only the first two hours of sleep, other times in randomly and intermittently will suddenly show the full correct data: very frustrating. in other words, and emphasize: the full correct data has been properly recorded, yet the app only shows that data sometimes

[Bill_209]

You have successfully, albeit painfully, performed a Factory Reset of the device, uninstalled/reinstalled the app and then resynched your device to your phone, so I am not sure what else you can try to resolve your issue.

If you click the icon in the upper left-hand corner of the Today screen, does it show that 'both' the Inspire 3 and your phone have recently synced?

Can you provide a screenshot that provides a better understanding of what the missing data issue is?

On the nights that the detailed sleep cycle data is missing, are some of the Heart Metrics, like Breathing Rate and HRV, missing also?

[geo100]

yes - it syncs:

[image: image.png]


here's the exact problem, yesterday morning it showed this chart below
briefly (+ apparently correctly), and I got this screen grab:

[image: image.png]


a bit later the chart above disappeared, and chart below appeared (+ is
still showing now):

[image: image.png]


and for comparison, today's chart is erroneously showing this chart pasted
below - past experience from recent weeks (unchanged from before *and*
after all the re install, re set, re sync, etc) indicates that *sometimes*
the correct chart and data will randomly and intermittently appear, and
then just as quickly revert back to this messed up one. (once I was even
looking at the correct data at the very moment that it "flashed" and
reverted to the wrong/incomplete data)

[image: image.png]

[Bill_209]

The images were not displayed but, from your description, I don't see how this bizarre behavior could be caused by anything other than the device itself.  If that's the case, nothing less than a replacement of the device is going to resolve that issue.

Maybe one of the Moderators can provide some insight here, because the CS team are clueless and they will just send you here for help anyway.

[geo100]

(posting again with jpg files - perhaps will display)

appears to be app problem - not device problem. the data is in the app, yet
it mostly usually *displays* the data wrong

yes - it syncs:

[image: image.jpg]


here's the exact problem, yesterday morning it showed this chart below
briefly (+ apparently correctly), and I got this screen grab:

[image: image (1).jpg]


a bit later the chart above disappeared, and chart below appeared (+ is
still showing now):

[image: image (2).jpg]


and for comparison, today's chart is erroneously showing this chart pasted
below - past experience from recent weeks (unchanged from before *and*
after all the re install, re set, re sync, etc) indicates that *sometimes*
the correct chart and data will randomly and intermittently appear, and
then just as quickly revert back to this messed up one. (once I was even
looking at the correct data at the very moment that it "flashed" and
reverted to the wrong/incomplete data)

[image: image (3).jpg]

[Bill_209]

Agree that it appears to be an app issue, but other users on the forum have observed that the data being displayed on the app is different with different firmware versions running on the device, so that was definitely an interesting observation.

You have already tried to completely uninstall and reinstall the app, so you could try exiting the app, going to the app on your phone, deleting the cache, restarting the phone and opening the app again.  That is something that the CS team suggests doing.

[geo100]

this seems to be one protocol, but I’m not finding those steps under phone “settings” on iPhone XR - really desperate to either fix this thing or else toss it

Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)

Sent from my iPhone

[Bill_209]

That is correct, for Android.  Not sure how to do it on an IPhone.

If that doesn't work, then I would contact Customer Service, explain your problem to them, tell them what you have already tried, and then ask them for a Return Material Authorization (RMA) to return it for a replacement under the Factory 1-year warranty, unless they can help you fix it.

[geo100]

there’s no option in my iPhone for “clear cache” in Fitbit storage

there’s only two options: 1/ offload app, 2/ delete app

do you really mean just to try deleting the app again?

again, it appears to be glitch in new software update - not the device. returning the device seems like a lot of effort and likely won’t help since it’s an app / recent software update glitch



Sent from my iPhone

[Bill_209]

You have already tried uninstalling and reinstalling V4.15 of the app once, so it is unlikely that doing it again will resolve the bizarre issue that you are observing.

They just released the V4.16 app update so, if you are still convinced that this is an app issue, you can try updating your app to V4.16 to see if that resolves the issue.

[geo100]

same issues with update v4.16

since the data *does* chart / display properly on the app *sometimes* (yet
*intermittently*) why would you suppose it's the device (inspire 3)? seems
clear the device is doing it's job, while the app is messed up

btw, is this AI giving the advice?

[Bill_209]

You are very welcome, and on your own from this point forward.

Good Luck

[geo100]

seems I was alone from the very beginning on these problems

Sent from my iPhone