Ionic not counting steps and missing activity

[Stush]

Doesn't always seem to count all steps, or is slow to update and an hour is missed for the hourly movement. And now it shows my exercise day on my ionic, but it isn't on the app.  Will the new release correct this issue as well as the one where items are showing as zeros?

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @Stush.

The latest update of the app should resolve the situation with the steps and calories showing as 0.

As for the other situations:

• Could you provide me with more details on when the steps aren't being tracked? 
• On the hourly goal, are you referring that it is missing from the Fitbit or from the app, or both at different times?

Look forward to your reply.

[Stush]

I sit at a desk for my job and try to move prior to the reminder going off.
But if I still have steps I jog in place. I count my steps and at times
I've counted to 100 but my tracker hasn't caught all 100. If it gets
close to the hour and I think I've gotten all my steps bc of how I count,
and the tracker head a different number then I've not completed the hours
amount of steps. I've not noticed that the app and ionic were off with this
issue.

The other issue I was having is I had an exercise time on Tuesday, and it
showed on my tracker, but was not spend in the app.

Thanks
Stacy

[LanuzaFitbit]

Hello @Stush.

Thanks for answering those questions!

On the situation with the steps, keep in mind that steps are tracked via a combinations of movements, not only the step motion itself but the way your body moved and balances when taking a step. That could affect the step count too. I'd recommend that you try tightening the strap a bit, be sure to be able to get at least one finger between the band and your arm. That could lead to the Fitbit having an easier time tracking your steps.

On the second situation, it is possible that it could've been a one time thing. Has this happened again since in any way? Also, was the activity automatically tracked or did you manually set your Fitbit to track it?

Look forward to your reply. 

[Stush]

Thanks for your reply, I'll try to keep that in mind when taking my steps
from now on. And I think it's good on tightness too.

As for the other issue with it missing a day, it does show up in another
area of the app, just not through the exercise part. And I have not noticed
that it has happened again. And I started the exercise manually like I do
everyday for my lunch time walk.

Thanks
Stacy

[LanuzaFitbit]

Hello @Stush.

Thanks for reaching back.

It does sound like it could've been a one time thing, maybe an issue when the information was being uploaded to the servers. I'd say that we keep an eye on it and see if it happens again. I do not think it will but please let me know if it does.

If there is anything else I can help with, don't hesitate to tell me! 

[Stush]

It seems it was not a one time thing. I have head to reinstall the app a
couple time due to phone change and I'm still having issues where my app
and ionic don't match. Yesterday my watch said I got all 9 hours, when I
went to the app it says I missed and hour.

There was an issue a couple weeks ago too, but for some reason I could not
reply to this message and I don't remember what it was now.

[LanuzaFitbit]

Hello @Stush.

Thanks for letting me know that it has happened once again. 

As a test, let's try to change the goals to a different number of hours and then change it back to 9 and see how it behaves from that point on. Maybe resetting the goal will cause the information to be tracked properly.

Look forward to your reply.

[Stush]

Changing the window didn't work. I moved it to 11 hours for a few hours
then resynced. Nothing changed.

[LanuzaFitbit]

Hello @Stush.

Thanks for giving that shot.

You mentioned that you try to jog in place to get to the goal. Could you try doing the same but making sure that you pay attention to the number of steps showing on your Fitbit before and after you jog in place and see how many of those steps are counted.

Given that steps require a particular moment, and not necessarily only moving the arms around it could be that the steps are not being counted because you are not moving around and only taking steps in the same place.

Look forward to your reply.

[Stush]

I have done that before and it seems as though the steps don't always
match. Also this past weekend my ionic would not turn on at first. I did a
restart and it finally came on, but it was 2 hours behind and it took a
sync with the app to get it to work. I have only have this watch a year
this November and I love it, but I'm concerned there are some issues.

Plus I have not seen an update for the watch... Is it still not available
yet? I thought there was an update that was supposed to fix some of these
issues...

Thanks
Stacy

[LanuzaFitbit]

Hey @Stush.

As I mentioned, it could be that the steps are not being counted at all and that's why it doesn't show the hourly goal as completed. 

There was a new firmware version released some days ago. You can click here to read more about it and maybe try installing it.

Look forward to your reply.