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Inaccurate time during exercise

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‎12-13-2019 06:28 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

‎12-13-2019 06:28 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

My Alta HR was fine until recently.  The problem is that it adds at least one minute to my run and this morning it actually added three.  Once this began to happen, I began looking at the time upon starting so it is not my imagination. Please help!

 

Moderator edit: Subject for clarity

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‎12-18-2019 10:58 - edited ‎12-18-2019 10:59

‎12-18-2019 10:58 - edited ‎12-18-2019 10:59

Hello @Lizzie129, welcome to the Community Forums! It's a pleasure to assist you today. Sorry for the delayed reply.

 

Thanks for bringing this to my attention and for the details that were shared in your post. To better assist you with this, can you please let me know when was the first time you experienced such situation and how many times since then? Does this occur only with an specific exercise or with all of them? Are you using the connected-GPS feature of your device? If such is the case, can you please let me know which mobile device are you using? If you haven't already done so, please restart your device following the next steps:

 

  1. Plug your charging cable into a USB port on your computer or any UL-certified USB wall charger.
  2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your tracker will begin charging.
  3. Press the button on your charging cable 3 times within a few seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
  4. Unplug your tracker from the charging cable.

 

Keep me posted and let me know if you have any additional questions.

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