Irregular Syncing and Tracking Issues, Fitbit Alta

[MPA5]

For the past week, I've had bizarre and irregular tracking and syncing issues with my Fitbit Alta. The biggest irregularity involves exercise. For example, it somehow marked me down for a 65 minute session on an elliptical at 2:28 AM two nights ago (without adding any steps), and most recently shows a 29 minute exercise on an elliptical for 29 minutes - of which I was doing nothing except working from my desk. The exercise tracking has been all over the place, seemingly at random. I'm also not receiving credit for active minutes, and the overall step tracking seems to be buggy. Please advise with possible solutions.

[LanuzaFitbit]

Hello @MPA5.

That sounds very frustrating. It is possible, though, that it could be a situation with the Alta's software itself. I'd like to recommend that you try to perform a restart on it:

1. Being charging your Fitbit Alta.
2. Press the button on your charging cable three times within eight seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer.
3. Eight seconds after the first button press, you'll see the Fitbit logo on the screen. This means Alta is restarting.
4. After you see the logo you can unplug your tracker from the charging cable.

It should start behaving normally once again. Let me know if you have any further questions.

[pmjordan55]

Having the same issue with my Fitbit Alta. I actually bought a new one because my old one was doing the same thing and I thought I had just worn it out. My BRAND NEW one is doing the same. I reset it with the charging cable last week and that seemed to work. It's doing it AGAIN! On the treadmill for 45 minutes and it gave me 8 active minutes and no weekly exercise count for today. I shouldn't have to reset it every week. VERY disappointed. This shouldn't be a problem that can't be fixed with all this technology. Very discouraging and very disappointed in this product.

[LanuzaFitbit]

A warm welcome to the Forums @pmjordan55.

In regards to active minutes, please keep in mind that the active minutes are tracked based on continuity of the activity and the intensity of it. If the intensity was reduced, or there was a pause during the activity then active minutes wouldn't be counted.

As for the weekly exercise goal, did your Alta recognize the treadmill activity or did it not? Do you see it logged in your activities?

Look forward to your reply. 

[pmjordan55]

There was not a pause in the activity.....I went straight 45 minutes. The activity did not register in my exercise goal either. 
I could understand if it was an every now and then thing....but it was so frequent I bought a new fitbit!!! And it's still doing it.

[LanuzaFitbit]

Hey @pmjordan55.

If the Fitbit didn't recognize an activity then it wouldn't be added to the exercise goal. Having said that, it can recognize some activity and active minutes without categorizing it as an exercise. 

Hoe tightly are you wearing your Fitbit? It is possible that, if it is very loose, it didn't properly sense the activity. Perhaps you could try to tighten it a bit before starting your treadmill workout. Please give that a shot and let me know how it goes.

Look forward to your reply. 

[pmjordan55]

Made sure on Wednesday and Thursday of this week to tighten fitbit. Did not work.....did not log any active minutes for those 2 days and I did 45 minutes twice each of those days. It did count on my exercise goal but did not log any active minutes for either of those 2 days.

[LanuzaFitbit]

Hey @pmjordan55.

Thanks for trying what I suggested and letting me know that it didn't work.

After looking into it, I could see that our team is fully aware of this situation. This is currently being looked into. Whenever we do have any updates on the matter, we'll be sure to let everyone know.

If there are any further questions, please let me know.