Fitbit app not showing Run stats

[SunsetRunner]

I just recently started tracking runs with GPS. The first few days, it worked fine and I was thrilled to see my distance, pace, calories, and map. But now the tracking doesn’t work properly. The runs are logged with a time stamp in the future, the pace doesn’t even show, calories are “null”. The only thing that appears correct is the stopwatch, distance, and map. This is really frustrating and sad since I now can’t compare my runs to each other at a glance. I have screenshots and am using an Alta with my iPhone Xs.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @SunsetRunner, welcome to the Community Forums!

Thanks for bringing this to my attention and the details that were shared with me, I totally understand how frustrating this matter can be for you. To better assist you with this, can you please let me know when was the first time you experienced this inconvenience and how many times since then? Do you experience this when tracking any activity with GPS or only with Run? If you haven't already done so, I recommend you to restart your Alta and follow the next steps:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the iOS version is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

Keep me posted and let me know if you need anything else. 

[Duncansmom]

I am having the same issue and have done all of those steps repeatedly with no luck. This has been happening since last Wednesday and my iOS and app are up to date.

[Duncansmom]

I am having the same issue and have done all of those steps repeatedly with no luck. This has been happening since last Wednesday and my iOS and app are up to date.

[SunsetRunner]

 

Hi Ricardo, @RicardoFitbit 

I’m following the Reset Alta directions. When I press the button as instructed and get to “When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.”, I am unsuccessful because I don’t see the logo. The tracker vibrates but just shows the battery level. Any suggestions there?

This has happened for the last two weeks whenever I track a run by tapping the + sign to start exercise. It defaults to Walk and I usually change it to Run then or when I finish. Here is a log of my recent exercise. With the exception of one auto-logged walk, all my exercise is tracked twice, each with missing data. The start times are wrong, the calorie counts and miles are missing on some, etc. It’s a hot mess! Is it auto logging and manually logging? Why is so much data missing? I used to have it all.

[Erica8386]

This has not worked. Please just tell me if my Fitbit is broken and if I need to get a new one.

[SunsetRunner]

• This is what it looks like from previous correctly logged runs (and auto-tracked walks)

   

[Honase]

Same problem here!!  No solution yet?

[Debhicks]

I am having the same problem with the data not showing on my walks. Hasn’t been correct since 2/17/20. Any help would be appreciated. 

[Erica8386]

I called the 1800 customer service number I googled on the internet. I talked to someone in the Far East.....he told me their data processing people had a glitch in the system that started a few weeks ago. He said they are working on a fix. Let’s hope so!!!

Sent from Erica's iPhone

[SunsetRunner]

Update: I plugged the charger into a different USB port, reset, and went for a run. Data is complete!