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! 

[Colinm39]

@Rich_LaueMaybe it was this locked topic forum where @ErickFitbit has confirmed that these problems were fixed back in September 2015. This was using App 2.11.1 and we have had many phones models and App updates since then. Even Android updates.

Those of us posting here seem to have our third party Mapping GPS working OK.  No change and I'm wondering, do the iPhone IOS users have the same problem.?

We need to get Fitbit to address this because of our fellow Fitbitters with non GPS trackers like the Zip, One, Flex 2, Alta and Alta HR. Even the Charge 2 and Blaze with their issues with Connected GPS.

Here is Erick's post in 2015... on the link above... From this problem we can feel for the Moderators who are relying on their backroom team. This has been going on for nearly two years which included a Beta test group in September 2015 to test the "fixes" to MobileRun

[PiLesley]

That's interesting if it was 'fixed' in 2015. Looks like exact same problem resurfacing.
My daughter has iOS and has no issue.
You can have sympathy if you like but all we have is this forum to vent our frustrations.
What we don't have is the confidence that the back office techies are addressing this, what priority it is being given and when we might expect another 'fix' to test.
Communication isn't that great is it?
When did moderators last give us an update on this very annoying bug?
It would take moments for us to be kept up to date and that would allay frustrations, don't you think?
Communication is key to keeping customers content!

Sent by LeSLeY

[Colinm39]

@PiLesley  I feel the back office techies have plenty on their plate. I get frustrated by all of the outstanding issues. Some are very simple.. An annoying one is that those of us that live with the metric system have to put up with our Kilometres in the Active Group totals. They show our KM's under the heading as KM's but are miles... That has been going on for months.. 

I think they are too scared to touch the code with these issues because they are going to generate more errors or the pressure to create the latest Fitbit product.

It appears to be all about window dressing, social media interfaces and new product..

But financially there are issues because Revenue is down 40% as outlined in this link..  So support will suffer...  and.... more in this link... because Apple have taken the crown this year....so far...

[PiLesley]

Too true.
Yes I saw Apple have taken the crown!

Sent by LeSLeY

[D4ni3l]

Error still occuring...

• What is the make and model of your mobile device?
  -> Ulefone Power

• What version of the Android app are you currently running (Account > Help)?
  ->2.48 (2183120)
• What metric is no longer showing: Is it just pace? Is it just the GPS mapping? Is it both?
  -> no map, no pace, no distance
• Give me the date and time that this event occurred.
  10.05.2017 between 20.00 ~ 21.00

Only my Blaze  data shows up... (Stopped and Resumed my run 2 times) ... Share info after the run showed up but did not get saved... 😞

[Rich_Laue]

@PiLesley not yet, Fitbit still has 80% of the fitness market.

[SunsetRunner]

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@ErickFitbit wrote:

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:

 Samsung Galaxy S7 

Android Software version 2.48 (2183120)

Pace works during the workout

GPS Mapping, splits and mileage does not save after the phone syncs with my fitbit Charge HR 2

Here are the most recent times it hasn't worked

5/14/17 - 7:43am

5/13/17 - 11:23am

5/11/17 7:32am

5/9/17 6:51AM

• 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.

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[PiLesley]

This was posted on a Google forum and it worked for me (in conjunction with fitbit app 2.42 from apkmirror).... Now I can see my maps again and 2.42 gives me pause resume...:)

"Here's what I did. I went into my settings and changed the screen size to medium (mine was set to large). I am using a Samsung Galaxy S6, Nougat 7.0 OS, Sprint carrier. Settings->display->screen size->medium. That should work for the time being."

So thanks to him for posting on Google forum....

[PiLesley]

Anyone tried 2.49?

[Colinm39]

@PiLesley  Thanks... Not in my App Store yet...or... apkmirror

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@PiLesley wrote:

Anyone tried 2.49?

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[PiLesley]

Not mine either but mentioned here

https://help.fitbit.com/articles/en_US/Help_article/2025

Sent by LeSLeY

[PiLesley]

2.49 here?

https://community.fitbit.com/t5/Android-App/Android-app-version-2-49-is-now-available-05-15/td-p/144...

[Colinm39]

@PiLesley I'm sure Fitbit would have trumpeted their fix for MobileRun but after the "solution" nearly 2 years ago probably waiting for Blaze 2 with built in GPS.

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@PiLesley wrote:
Not mine either but mentioned here

https://help.fitbit.com/articles/en_US/Help_article/2025

Sent by LeSLeY

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O in

[PiLesley]

@ErickFitbit Your link here takes us to 2.48 not 2.49?

https://community.fitbit.com/t5/Android-App/Android-app-version-2-49-is-now-available-05-15/td-p/144...

[ethankei528]

Same situation for me . When i enable a mobile run, the Gps was active and operate correctly. However, after finishing the run, the records vanished. Only Minutes and Calories data remain.

[PiLesley]

I DM erickfitbit and he says 2.49 being rolled out and keep an eye out for it over coming days.

I have now asked him if it will fix mobilerun map issues.

Fingers crossed.

If not I'll stay where I am on 2.42 with full functionality ....for the time being anyway!

[siris10]

I put a post on their FB page and tgey opened a case for me, finally had the reply below which gives no idea of a time scale of when it's going to get fixed.

Hi John,



Thanks for letting us know about this issue. We apologize for the delay in our response. 



Our engineers are aware of the problem and are working to resolve it as quickly as possible.



We're sorry for any inconvenience it's caused. We appreciate your patience and look forward to getting you back on track.



Please let us know if there's anything we may do to assist you in the meantime.



Sincerely,

Danny L and the Fitbit Team

Sent from my Samsung Galaxy smartphone.

[PiLesley]

As helpful as the Fitbit Twitter Support reply I received.

[ThunderRun]

I have the same issue:

- Alta HR

- Fitbit Firmware Version 26.26.60.26.

- Nexus 5x (Nougat, 7.1.2)

App won't save the Map, doesn't show up on the desktop dashboard either.

Help please.

[Colinm39]

@ThunderRunMany of us have found that if you only Pause and hold Finish and wait for the green screen flash all is saved.. It won't show the pace on phone display but it is shown after the map syncs.

Don't pause and resume etc.

You only need a minimum of a minute+ to test both of the options without wasting time on a long walk..

Many of us are awaiting App 2.49 to be downloaded. Not here in Australia yet..

But in saying all of that, some are having trouble with both methods of using MobileRun and Fitbit have been working on it for months.

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@ThunderRun wrote:

I have the same issue:

- Alta HR

- Fitbit Firmware Version 26.26.60.26.

- Nexus 5x (Nougat, 7.1.2)

App won't save the Map, doesn't show up on the desktop dashboard either.

Help please.

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