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! 

[SunsetRunner]

It happens to me without pausing. Any time I wear my tracker and carry my phone at the same time, I have only a 50% chance of my workout /track being saved.

[Elliekennard]

Mine is the Charge 2. And it doesn't delete the maps, it just fails to pick them up from the GPS on the phone, which it's supposed to do. Maybe we should all phone them about the same issue? I can't buy another tracker, only bought this one 2 months ago and have the Aria scales since 2013. 

[PiLesley]

Read these threads.
We've been at this since march 9th....
There's lots for you to read and catch up on!

Sent by LeSLeY

[JennS.]

Wow. So many with this problem. I just started with this yesterday when I noticed my map wasn't saving after my runs although I could hear the pace/distance as I was running. After finish I could see it but with 0'00" pace, then it vanished. I did use the pause button which I usually never do so I don't know if that was a factor here. Will check back here to check for updates. 😞

[PiLesley]

Read more from here.
Pause is the issue.

Sent by LeSLeY

[Elliekennard]

But not only when pause is used. Yesterday for me neither my husband nor myself used pause. We walked together with a Charge 2 each, both have same phones, my Fitbit app recorded (for once) the map just fine, his gave a completely random comb-like pattern, not even on the actual path, where his Google Fit map was perfect.

So frustrating.

[PiLesley]

Well on this thread you will see...
and some of us go all the way back to march 9th.......
Nothing to do with tracker.
Pure android app GPS problem.
You can leave your tracker at home.
The bug this thread is talking about is the use of pause, resume when using phone to gps track.
If you pause, resume the map doesn't save and even sometimes the whole activity doesn't register at all.


Sent by LeSLeY

[Elliekennard]

It's not only pause.

Yesterday we never used pause and resume. Just start and stop. My map was okay (for once) my husbands resembled a comb somewhere else in the area. Useless. (Yet his Google Fit map was perfect, just like mine.)

[Kelgan]

It sounds like perhaps his Charge 2 was having some trouble with the passthrough of the GPS signal from the phone, where yours wasn't.

For my part, I've been having this issue since 9 June.  I'm not sure why it didn't start before that as I've used the pause button, but I'm glad to see (1) this is a known issue and (2) there's a (mostly) reliable workaround.

I must join the chorus, though, on the thought that three months and seven releases for a bug this significant is not even close to timely.  I sincerely hope the Fitbit engineering team can get their act together and get this taken care of post haste.

[PiLesley]

Chorus indeed. But no-one listening.
We understand it's not tracker related.
Bug is there if you leave your tracker at home

Sent by LeSLeY

[AlessFitbit]

Hi everyone -- Thank you all for your patience while we continue looking into this MobileRun issue. I understand it has been a very frustrating experience and I would like to gather additional information to get to the bottom of this. 

Please provide the following details:

1) Your Fitbit App version (Ex. App version 2.51) 

2) Android version and your Android device ( Ex. Android version 6.0 & Samsung Galaxy S7) 

3) The steps you take when this problem occurs. Please list them out in order (1. 2. 3...)

1. Open the app
2. Click on "start"
3. Etc...

Our team would like to replicate the problem and we need more information to do so. Thanks for all your help! Let me know if there are any questions. 

[Quppa]

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@AlessFitbit wrote:

Our team would like to replicate the problem and we need more information to do so.

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Are you honestly suggesting that you're unable to reproduce this issue internally?

[JennS.]

Fitbit app version 2.51

Android version 2.0.1

Droid Turbo

1. open Fitbit app

2. click on track exercise

3. click top right stopwatch icon with plus sign to track

4. press the red 'play' button to start

5. during walk i press pause if I stop walking

6. I press resume when resuming walk 7. at end of walk press pause, then press and hold finish

I will still get voice cues and see map at end but pace is 0"00' and if I close out of this after the mapped walk is no longer saved.

**When pause is utilized this is the only time the issue happens to me. I've tried no pause after this and everything saves.**

[PiLesley]

Yep.
You got it.
Pause not worked since 2.42

Sent by LeSLeY

[Kelgan]

---

@AlessFitbit wrote:

Hi everyone -- Thank you all for your patience while we continue looking into this MobileRun issue. I understand it has been a very frustrating experience and I would like to gather additional information to get to the bottom of this. 

Please provide the following details:

1) Your Fitbit App version (Ex. App version 2.51) 

2) Android version and your Android device ( Ex. Android version 6.0 & Samsung Galaxy S7) 

3) The steps you take when this problem occurs. Please list them out in order (1. 2. 3...)

1. Open the app
2. Click on "start"
3. Etc...

Our team would like to replicate the problem and we need more information to do so. Thanks for all your help! Let me know if there are any questions. 

---

I do feel we've been relatively clear on this point already.  But.

1) App version 2.51 (2183131)

2) Samsung Galaxy S7, Android 7.0

3) Steps to reproduce:

1. Open the app
2. Tap the Exercise tile
3. Tap the stopwatch icon in the top right
4. Wait for the GPS to register; set it to Walk and click the Play button to begin
5. Pause at some point
6. Resume
7. Pause at the end of the walk
8. Finish the walk

Results: I have a map with distance and time, but a pace of 0'0" much like the screenshots available elsewhere in this thread.  When I back out of that, it is not listed in the exercise list, and when I sync, I get the data from the tracker (Charge 2, so steps, distance, heartrate, impact, etc), but the map is gone.

I have done some limited testing with starting recording my walk using the tracker, and that does work even with pauses, but as the tracker has no option for walk, I'm forced to register it as a run, and I'm not a fan of that method.

[Elliekennard]

I hope you can fix this!

Fitbit app version 2.51

Android version: 6.0.1

Phone Samsung Note 4

Steps to reproduce 

1. Long press 'bike' (or 'walk' etc) on Charge 2 and start ride with phone on person or on bike.

2. Press pause

3. Press to restart

4. Long press to finish

Check app. Sometimes map is there, sometimes in some weird pattern, not related to the ride, though in the general area on the map. Sometimes it's not there at all. 

The map on those rides is always correct on the Google Fit app on the same phone, though it has tracked automatically, without being set.

Hope this helps.

Thanks!

[Elliekennard]

Forgot to say that it also happens sometimes with no pause pressed.

[D4ni3l]

This has to be a joke ...it took you 2 months and you still cannot even reproduce the problem? Did you not read what we wrote here?

You got to be kidding me...

No map data is saved if you pause a run in the app. The problem occured after you released version 2.43 of the app -> so tell your Devs to look up the difference between 2.42 and 2.43 concerning pausing runs and saving runs ...

Android versions, etc does not matter as it worked in 2.42 ...

[Elliekennard]

I have the Charge 2 and the 'walk' option can be set on the tracker. Look for it in the app device options, can't just remember where the setting is. Results are the same, intermittently. 

[D4ni3l]

Elliekennard you are describing a different issue:

"1. Long press 'bike' (or 'walk' etc) on Charge 2 and start ride with phone on person or on bike."

This thread is for the issue:

Starting activities in the app, pausing the run in the app, losing all info about the run after finishing it ...

Our issue is NOT tracker related but a bug in the android app!