MobileRun missing data after pausing - Android 2.43+

[AlessFitbit]

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. 

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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! 

[Quppa]

Just to add another data point: I recorded a run without pausing today and it hasn't disappeared.

I hope the time it's taking to fix this seemingly simple bug is not indicative of the app's code quality more broadly and simply a (mis) management issue. Bugs in software are probably unavoidable, but timely fixes are a must.

[ErickFitbit]

Fitbit Update 04/07/2017: Hey everyone -- Thanks for taking the time to report this issue. I have escalated this issue to our Android team and am awaiting an update from them. To provide the most pertinent information for them to take action, I am requesting the following information from you all:

• What is the make and model of your mobile device?
• What version of the Android app are you currently running (Account > Help)?
• What metric is no longer showing: Is it just pace? Is it just the GPS mapping? Is it both?
• Give me the date and time that this event occurred.

Looking forward to hearing from you all and am looking forward to getting you an update. Thanks for your continued patience and assistance.

[Colinm39]

@ErickFitbitI have found the same as many others... pause in the middle of a MobileRun and the map data doesn't come across.

• What is the make and model of your mobile device? Sony Xperia Android V7
• What version of the Android app are you currently running (Account > Help)? 2.46 but 2.45
• What metric is no longer showing: Is it just pace? Is it just the GPS mapping? Is it both? Both
• Give me the date and time that this event occurred. 29mar17 and 7apr17

I have reference here and the simpler test was on the 7th April.

With MobileRun I found if you don't pause during the walk/run the map didn't save. But when you only paused at the end the map saved but in the App there was no pace. The pace appeared in the PC.

[JWK24]

Samsung Galaxy S6

app version 2.46 (2183114)

For me, it's pace, distance and map.  When I'm done with my GPS walk, it errors out, then only counts my steps and takes the distance from that... which makes my mileage a lot lower, as I have my stride length set for indoor walking (treadmill) but my outdoor stride length is much longer, so I always track my outdoor walks via Mobile Run and GPS (always have the phone on when I'm out) so that it's accurate.

I know that I have hit pause when it's had the error some times, but it's also happened to me if I've walked for over 15 minutes and not hit pause.

One example is 4/1 at 1:56pm  16+ min (was in between 16 and 17 min) and was 1.2 miles.

The weather here is supposed to break the next 2-3 days, so I'm going to be able to go outside, so I'll give you updated numbers when it happens again.  I'll pull the exact numbers from them to give you.

[Quppa]

1. Samsung Galaxy S7 (Android 7.0).

2. 2.46.

3. When recording without pausing, the pace shows as 0:00 until re-opening without the exercise log. When recording with at least one pause, the app crashes and all evidence of the exercise is gone.

4. It happens entirely reliably. Yesterday evening I purposely recorded my exercise without pausing so I would have some evidence of it.

[Romengaccord]

Xperia Z5 premium, running Android 7.0. Fitbit app 2.46, but issue was also experienced in 2.45.

Complete record of activity (map, pace, heart rate, any sign of it whatsoever) disappears whenever pause function is used during exercise (so paused and restarted - it works fine when just pausing it at the end, prior to pressing finish).

[JWK24]

The problem has to be only with pausing it. 

I ran a test today at 12:19pm where I walked for 1.83 miles with a 15'59 pace and this is the first time that I went over 15 minutes where it DID keep the map, pace, distance, etc along with my heart rate.  From this, the error has to be when I pause it when I cross a street (intentionally didn't pause it today).  Will run a test with pausing it tomorrow to see what ends up different.

Without pausing it today, it did work correctly and kept my map, distance, pace, etc.

[PiLesley]

Android 7, nexus 6, app 2.46.
Ask went wrong after 9th march app update.
Now all is lost if you dare to pause during walk/run.
Like for a coffee.
As if the excercise never happened.
If you don't "pause and continue" it's ok.

Sent by LeSLeY

[PiLesley]

That's correct.
It's the pause that causes it to fail.
We've been telling fitbit this since about 15th march.... after 9th march app update.
That's when trouble began.
And we're no further forward.

Sent by LeSLeY

[kimopo]

I am pretty disappointed now  😞 

I had my first 40km walk yesterday and the app (on my htc10) collapsed right at the start... 

I restarted it and the time recording started but I "didn't walk" 😲

After some time we had a pause and I looked at it to see we were moving for some 1hr and a half but still no km's in sight and it collapsed again  😈

Finally I choose to say pause and finish after which it was showing me I was where I actually was,  but in a straight line and moved some 6km's in stead of the real 20+ we did

At our 20km break this is what the app showed me

And after some more 15km's the app added 5+ kmWe walked 41,74 in little 7:19 according to my bf app that did work !

 Luckily my boyfriends app that runs on and came with his Huawei 9lite doesn't have any issues... 

I am close to kicking the fitbit app off my phone  😈😠😡😯

[HayleyCh]

@ErickFitbit

I am using Samsung Galaxy J5 (2016).

As others have already stated; maps, distance and pace do not record if you use the pause button during a run/walk.

I don't use fitbit at all anymore as so unreliable, using mapmyrun to record everything since the 9th March all update.

[JWK24]

Here's an example for your tech people.  I'm using a Samsung S6 and just did two walks on 4/9. One where I did NOT hit pause at 11:13am for 2.69 miles has all of the information.  Just prior to that, I did a short 5 minute walk where I did hit pause once... that info tracked when I did it, then was erased from the exercise tab in the app, as it was less than the 10 minutes that auto-track would recognize.  It did correctly track me while I was doing the 5 minute walk though.. before it was erased.

[USAF-Larry]

You are correct, @JWK24 - That is the exact problem that has been reported before, and Fitbit has said they are working on a solution.

[PiLesley]

They've been saying it since about 12th March!
Not fixed though is it!
Patience running thin 😞

Sent by LeSLeY

[debscraven]

I have done a couple of long 6 mile walks recently and I like to use the tracker facility on my fitbit charge 2, and when I stop for lunch I pause the route tracker then when I set off again I re start it.

When I then get home I click finish to save the walk. But when I have clicked finish it does not record the 6 mile walk, or it records each section seperatly, so it records 3 miles before the pause then 3 miles after the pause, or it does not record the walk at all.

In addition to losing the walk, it does not update my fit bit for the miles done, just the steps done.

So if before the 6 miles I have already done 2 miles, my fitbit after the 6 miles will still only show 6 miles.

Has anyone else experienced this sort of issue? if so, how did you resolve it?

Or do I simply not pause the tracker at all and leave it running while having lunch?

[Rich_Laue]

@debs craven as everyone above has stated, it was the pause that caused the event not to be saved. My thinking is to leave it running or record 2 events, one going out, another coming back. 

As for Miles, since it was not saved as an event, in not sure how you would view them. 

[PiLesley]

There are sooooo many posts about this you'll never read them all.
Failed since app update 9th march.
Fitbit ignoring our pleas, acknowledge problem but no estimate for fix.
Your workaround is to stop your walk every time you stop for a break. Finish it.
Start afresh for each segment of walk.
Don't use pause

Sent by LeSLeY

[Jas143]

Still no maps or pace showing since the new update 

[Paula_G]

Update: Tried turning off the Bluetooth yesterday having just walked 14 miles and the map didn't save 😣

So disappointed.

Come on Fitbit sort this out please!

[Rich_Laue]

@Pauline when it comes to Mobile Run, Bluetooth on or off will not affect it. Others have posted that there routes save fine if they don't press the pause. 

I suggest keeping an eye on @ErickFitbit's post above at https://community.fitbit.com/t5/Android-App/Missing-MobileRun-map-pace-data-Android-2-44/m-p/1924697...