07-19-2017 13:06 - edited 09-26-2017 15:58
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07-19-2017 13:06 - edited 09-26-2017 15:58
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Fitbit Update: 9/26/17
Hello, everyone! I wanted to make it known that I haven't forgotten about this issue with MobileRun. Our team is aware of this ongoing problem, however, I don't have a timeline for when there will be a fix available. I understand many of you are frustrated with this feature, and I hope to give you all more information soon. Thanks for your continued patience!
Just to be clear, this thread is for the MobileRun issue for when you initiate a Run/Walk, if you 'Pause' your activity and then 'Resume' after you finish, you will not see your map or some of your exercise data. Alternatively, this does not happen if you 'Pause' and 'Finish' your Run/Walk right away.
Fitbit Update: 7/20/17
Thanks everyone for providing the information requested about this MobileRun issue. It appears since the Android app version 2.43, users who initiate a MobileRun on their devices and later pause it at some point will not have all the data saved when syncing afterward. This data can include the map and distance data.
I really appreciate your cooperation and patience while our team works towards a resolution. I know many of you have been active on this thread and I want to make sure you know all your input has been very helpful in determining the factors. I will continue to update this thread when there is more information available. Thanks again for your help!
Want to get more steps? Visit Get Moving in the Health & Wellness Discussion Forum.
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03-29-2017 11:32
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03-29-2017 11:32
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Sent by LeSLeY
03-29-2017 12:23
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03-29-2017 12:23
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I've just done a test - one walk without pausing, one with a pause. The first one recorded fine, the second one? That disappeared! I think we might be on to something here!
03-29-2017 12:42
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03-29-2017 12:42
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Then start afresh to do the next segment of your run/walk.
Record segments.
This might work.... Anyone in the US to test this?
To late to test here in the UK.
Sent by LeSLeY

03-29-2017 12:59
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03-29-2017 12:59
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Hi, yesterday I posted the solution but they have deleted it.
The only thing you have to do is to look in Google for "fitbit apk"… and look for the version from the 7th of march. I have tested a d it works. I would put the link, but i suppose they would remove the message again.
For android users, The version of the app is 2.44… just go to apkmirror.
I suppose you can get something like that for iPhone.

03-29-2017 13:16
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03-29-2017 13:16
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I'll look.
But avoiding Pause may turn out to be tolerable until it's fixed properly.. if indeed using Pause is proved to be the trigger for maps not saving?
Sent by LeSLeY

03-29-2017 14:40
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03-29-2017 14:40
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So, problem not fixed. Customer service linked me to a thread that hasn't been posted in since June of last year to "check for updates on their progress" LOL. Noticed today that all the maps that don't sync don't have a pace.

03-29-2017 21:25
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03-29-2017 21:25
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@LesWilliams79Thanks for confirming that.. I haven't been using MobileRun, but the Connected GPS. I realize now this topic is about MobileRun (Exercise and Track) via the Phone and not the Fitbit.. In my case it's the Blaze.
I lost my MobileRun yesterday and today. I took a screen shot to compare.
This time I ran both concurrently and no issues.. It was only a short test around our local sports oval... Again no pace on MobileRun and I will have to workout how you Finish without pausing as others are suggesting
Now I'm totally confused and back to the drawing board...... Both maps are there now as I type this !!!!! .. One with 371 steps and the other with 571 steps.. And when I check that area in the barchart log, works out at 466 steps.. Like an average....
Ionic (OS 4.2.1, 27.72.1.15), Android App 3.45.1, Premium, Phone Sony Xperia XA2, Android 9.0

03-29-2017 22:21 - edited 03-29-2017 22:48
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03-29-2017 22:21 - edited 03-29-2017 22:48
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I got an email from support team (as below), looks like its all my problem and not theirs!! Do fitbit have a complaints procedure where you can escalate your problem?? "Keep in mind there are other apps..." I didn't pay £150 for a Fitbit to then have to use other apps!!!!
Hi Hayley,
Thanks for the update.
As previously mentioned, it's possible for the features to work with devices that are not listed on our supported devices list. But as there are more app updates released, the existing features can be updated and they may or may not work on the devices that were previously working fine with the app.
Keep in mind that there are other apps that will allow Fitbit trackers to be used in conjunction with their apps. They will use Fitbit tracker data to provide you with additional data to better assist you with reaching your fitness goals.
We apologize for the inconvenience this experience may have caused you. Let us know if you have any further questions.
Sincerely,
Karina W and the Fitbit Team

03-29-2017 22:59
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03-29-2017 22:59
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Sent by LeSLeY

03-29-2017 23:07
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03-29-2017 23:07
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repeatedly told me it was my phone!!)
--
Wilhelmina
03-29-2017 23:19
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03-29-2017 23:19
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"Our engineering team is doing their best to resolve the issue. We appreciate your patience while our team is working on a fix. For the meantime, you can manually log your run by following these steps: https://t.co/ekimax8NnK."
Sent by LeSLeY

03-29-2017 23:24
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03-29-2017 23:24
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03-30-2017 00:57
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03-30-2017 00:57
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Not using the pause button (aside from finishing a MobileRun) seems to consistently allow for saving of the MobileRun here as well (US). I've tried it several times, anytime I Paused, continued, then finish, the maps are gone, but if I walk, finish, start new, finish, all maps are saved.
I'm not sure if Fitbit is planning to make a fix at this point, but this is a good work around.
03-30-2017 01:12
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03-30-2017 01:12
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Hopefully UK will do some testing today too
Sent by LeSLeY

03-30-2017 02:20
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03-30-2017 02:20
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"So it's an app/back office sync issue for sure. Community has tested in UK and US. If you use Pause during run/walk then no map saved. Don't use Pause and you're OK. Do you acknowledge this as a fair theory or have you stopped talking to your customer base?"
Sent by LeSLeY

03-30-2017 02:24
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03-30-2017 02:24
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and working on it, make sure you have the latest app update'. I did comment
that the latest app update was the issue!!
--
Wilhelmina
03-30-2017 02:29
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03-30-2017 02:29
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If I get a reply I'll post it on here.
They not crediting us with any intelligence and no respect for the fact that without us they are nothing.
Sent by LeSLeY

03-30-2017 11:48
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03-30-2017 11:48
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Just managed to save my first map this week.....by not pausing. Thank you fitbit community! This work around will suit be fine until the glitch is sorted x x x
03-30-2017 12:00
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03-30-2017 12:00
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Don't let them off the hook.... Keep pestering or we'll never get a fix...
03-30-2017 12:37
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03-30-2017 12:37
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Hi everyone
I started reading this thread as I am desperately searching for the answer too. I got to page 4 and tuned out until page 11. I don't use MobileRun (I don't know what that is) but I have been pausing my walks.
So, am I recapping correctly by saying it is the latest Android update and the Pause button that causes the problem? And that I should stop pausing and pray for a resolution?
Should I email fitbit help people too?
Thank you everyone for finding a solution, even if it is temporary..

