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! 

[Rich_Laue]

Yes it is a known problem that the developers are looking into, before it can be fixed, the cause has to be identified, the problem already has been. 

To make this process harder, it doesn't happen on some phones while it does on others. 

[PiLesley]

Don't bother with anything.
Wasting your time.
It's up to fitbit to fix.
Tonight I've had tracker firmware update, no idea if that will help.
Will try tomorrow.

Sent by LeSLeY

[ErickFitbit]

@Colinm39 @JWK24 @kimopo @HayleyCh @PiLesley @Jas143 @Paula_G Thanks for taking the time to share your experience and provide me with the requested information I asked for here. This is super helpful in letting our engineers who are working on getting this resolved with finding the root cause. It sounds like the pause feature is that exact cause. I will have a new update when the team is able to share something new with me. Hoping to have something soon, will keep you all posted.

@Quppa @Romengaccord It sounds like the issue you're experiencing is separate from the one being reported here. Here is sounds like only the map and pace is not being saved, but the MobileRun activity is saved. In this separate thread, the entire MobileRun activity is not saved as you've mentioned in your experience.

Everyone -- Let's make sure to keep the conversation on-topic and respectful for everyone involved. If you have yet to read our Community Guidelines, I recommend doing so before posting any further. If there are any specific questions as to why a post was removed or edited, feel free to PM any moderator on our team. Thank you for your cooperation and for keeping the Community pleasant for everyone.

[PiLesley]

Tonight my tracker firmware has been updated, will see if that makes any difference tomorrow

Sent by LeSLeY

[Paula_G]

I am having exactly the same problem. It was fine up until around 7th March.

Last week I tried turning off the Bluetooth before I started walking it worked, the map saved! I thought the problem was solved but after doing the same and completing a 14 mile walk yesterday the map appeared but did not save 😣

Unbelievably frustrating.

Come on Fitbit this is not good enough.

Samsung Galaxy S5

[PiLesley]

Thanks for comments and update and acknowledgement that what we have found is in fact that pause causes the fail.
We're relying on you!

Sent by LeSLeY

[ErickFitbit]

@PiLesley @Paula_G I apologize for the frustration and am working on getting this resolved as quickly as possible. In the meantime, I recommend doing your activities without pausing to see if that helps. As stated earlier, more to come when I receive an update. Thanks for your continued patience.

[Paula_G]

 Thank you for your reply.

I definitely used pause several times yesterday and didn't the time my map did manage to save so this would make perfect sense.

I'm going to try it again tomorrow without using Pause.

Thanks so much 😊

[Paula_G]

Thank you for your response, I will try this tomorrow 😊

[frerunner]

Hi ErickFitbit

Sorry, I didn't have time to reply previously. I am having the same pause problem as everyone else (on version 2.46) but I don't think anyone else has the same phone as me: Motorola Moto G, Andriod 6.0.

Thank you for trying to sort it out. It is infuriating having to record a walk in 2 stages, but it's such a first world problem I can live with it if I must!

FreRunner

[SunsetRunner]

I just completed my first walk in over a week. Although it was just a short 1 mile (due to a knee injury) I'm happy to say all maps and data are visible!! Will shoot for more tomorrow and use the pause button to check the UPDATE TRACKER SOFTWARE message highlighted in bold red currently on my Galaxy Core Prime. Charge 2 Firmware Version 22.22.48.14.....

[Quppa]

@ErickFitbit I'm quite sure I'm experiencing the same issue - apologies if my post wasn't clear enough. My activity is not saved at all if I pause it and restart it. The issue where pace shows up as 0:00 until re-opening the activity might be separate.

[Romengaccord]

@ErickFitbit Ditto - my issue is the same as the others who have described it. Will continue to not use the pause function during activity. 

[kimopo]

Hi,

I just had a phonecall with my son who owns the fitbit Surge (firmware 16.34.5.14) and uses the fitbit app on his Huawei phone and he experiences no problems... he ran the Rotterdam Marathon yesterday and showed me the datamap which was saved fine including a map, time, pace and distance in km's

But, he admitted he (never) uses the pause function nor does he sync every day.

This is from my sons phone, HuaweiThis is the info from my Android 7.0 phone , HTC 10

But now there's another thing I noticed tonight looking for info about the Charge 2 and Alta HR... they appear (from the fitbit info on this site) to nót be compatible with my HTC 10 phone nor is my One I read there.

But, so far, up till March 8, my Fitbit One worked just fine on my precious phone, the HTC M8 and my current HTC 10.

I now somewhat hasitate to purchase the Charge 2 or Alta now as it indeed might end up not working with the HTC...anyone here experiences with the HTC 10 and "not supported" Fitbit devices ??

[Colinm39]

@ErickFitbitI have just finished more testing, and after a couple of tests just driving the car for about 4 kms the "no Pause" worked and the the pause, then resume, then pause and Finish failed..

I kept flicking my hand to ensure the Blaze had some detected movement.

Why did the double pause fail.......? .... On my Sony Android V7, App 2.46, the app fails when you finish on the double pause test. The restart means no data and any syncing, but you get the steps you accumulated from the tracker.

The message is below and I cannot screen shot..

Fitbit has stopped

Restart App

I found I could do multiple tests of just over a minute duration with the Exercise, Run option and you were moving. They worked with pause at the end and failed when you double paused and the app always stopped and needed restarting. 

THAT is the clue.... Go for it Fitbit.

[Richflex]

Having the same problem tracker stopped showing maps since new update to dashboard. Bluetooth.says it's not pairing but does show steps and all.other functions. My GPS is working on all other apps as well as Bluetooth. NOT HAPPY

[TextReport]

Hi Richflex, not sure if we are experiencing the same issue.

My problem is some times after the exercise is finished it looses the results, previous exercises are visible and it is saving some in between the ones I have lost.

Cheers, Andrew

[trevorohanlon]

Since the latest update all has been going well with the app recording the map of my walk , until yesterday where one of 3 walks map was not recorded by the app (despite it looking like it was recording perfectly during the walk)

I did not use pause during the entire walk except when complete to bring up the hold to finish button.

[Colinm39]

@trevorohanlonDid you get the App stopped message on the last walk. ?

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@trevorohanlon wrote:

Since the latest update all has been going well with the app recording the map of my walk , until yesterday where one of 3 walks map was not recorded by the app (despite it looking like it was recording perfectly during the walk)

I did not use pause during the entire walk except when complete to bring up the hold to finish button.

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[trevorohanlon]

The usual green screen came up