Troubleshooting topics in this article include:
- Fitbit data does not display in MyDataHelps
- Reconnecting Fitbit to MyDataHelps
- Failed Syncs
- Getting an error when trying to connect to Fitbit
Fitbit Data Does Not Display in MyDataHelps
Occasionally the Fitbit app stops transmitting data to the MyDataHelps app, or expected Fitbit data does not display at all. While this can happen for various reasons, the sections below address the majority of the causes.
Sync the Fitbit App with the Fitbit Servers
- Have the participant open the Fitbit mobile app and ensure that it's fully synced. They may need to refresh the screen by pulling down on the screen with their finger.
- They can confirm that the sync is complete by viewing their dashboard in fitbit.com and verifying that the data is correct there.
- After the sync is complete, have the participant:
- Open MyDataHelps and select the tab that the Fitbit linked account displays on. The tab can vary depending on the project's configuration.
- Touch the circular arrows to manually refresh their Fitbit data.
- To see their refreshed data, they may need to refresh the screen by pulling the screen down with their finger.
Ensure the Participant's Fitbit Model Supports the Data in Question
For example, some Fitbit models do not track heart rate data, and some models do not track elevation data (floors climbed).
Ensure the Participant Enabled the Necessary Fitbit Access
To determine which data type accesses are enabled, the participant will need to sign in to their account on fitbit.com, navigate to "Settings," and then select "Applications" from the menu.
We request access to the following Fitbit data: activity and exercise, profile, heart rate, weight, sleep, and food and water logs. If the participant denied access to any of these (and the study uses any of these data types), that data will be missing.
It is also a good idea for participants to allow access to Fitbit devices and settings; this access helps with syncing Fitbit.
If the participant wishes to change access, they will need to select the Revoke Access button for CareEvolution in Fitbit.com, and then sign in to Fitbit again in MyDataHelps. Data that did not display due to an access issue will then display.
Reconnecting Fitbit to MyDataHelps
Normally a participant will only need to connect with Fitbit once, when they first connect. If their Fitbit tokens somehow become invalid, they will need to connect to Fitbit again within MyDataHelps. When this happens, they will see an "Access Expired. Please reconnect for us to pull your latest records." message. To reconnect, they would touch "Reconnect" and follow the onscreen prompts.
To see their refreshed data after reconnecting, they may need to refresh the screen by pulling down on the screen with their finger.
On occasion Fitbit fails to sync. This can happen, for example, when the Fitbit server is down for a short period of time. MyDataHelps will be updated once the Fitbit issue is corrected.
This could also happen when the participant has exceeded the download data limits allowed by Fitbit for the hour. The participant would need to wait until a new hour begins (e.g., if they tried and the sync failed at 3:45pm, they would need to wait until after 4pm to try again).
Getting an Error When Trying to Connect to Fitbit
An error can occur if they are not using the same user name and password that they used to sign in to Fitbit on MyDataHelps that they use to sign in to the Fitbit app.