Track Exercise Not Accurate

[Tracy_Whitney]

For a few weeks I have had an issue while tracking my walks/runs. The voice cues, which I have set at .5 miles, are incorrect. They do not cue me at the proper distances. For example, it will report, ".56 miles" (strange!) and give a very slow, incorrect pace, when the distance covered is actually closer to 1 mile. I have been running the same routes for years, so I know when I have gone 3 miles. My map tracker displayed seems correct, but the distance reported will only report  1.4 miles and the pace is way off.

I have uninstalled the app and reinstalled it twice and have restarted my fitbit device (Alta HR). Live chat tech support was unable to assist me. They suggested my stride was off or GPS signal weak, but those are not the issues.

Also, it no longer syncs my exercise to myfitnesspal.

[LanuzaFitbit]

Welcome to the Forums @Tracy_Whitney.

Thanks for sharing all of those details on the situation and everything that you have tried.

In regards to MyFitnessPal, MFP was experiencing a syncing issue with Fitbit. The recommendation in this case is to disconnect the apps and then connect them again. You can click here to find the steps on how to do it. 

As for the accuracy situation, I could definitely see that you reached out to our support team. I'd like to ask you to let me know what phone is it that you are using, what Android version does it have and what app version you are running on that phone. All of those could shed some light into what is going on.

I look forward to your reply.

[Tracy_Whitney]

Thanks for your reply. I have disconnected the apps and reconnected a couple of times. That did not resolve the issue. I did see on the myfitnesspal site that there is a known issue. I hope it gets fixed soon.

My phone is a Samsung S8+ and I have the Android version 9. The fitbit app is version 2.94.

It's been frustrating because I have used this app and device for 2 years and have enjoyed it. Now it is not working at all (since the end of May). I run the same routes, so I am familiar with the mileage. The voice cues are definitely wrong. So is the total mileage and pace recorded. The mapped route I take displays properly

I hope you have some ideas! Thanks.

[Tracy_Whitney]

@LanuzaFitbit still no luck with tracking exercise. This morning I went for a one-mile walk. The route displayed when I finished was incorrect and the mileage reported was .58 miles. Any ideas?

[LanuzaFitbit]

Hello @Tracy_Whitney.

Thank you reaching back with those details. 

In this case I'd like to recommend that you try updating the app to the latest version and then trying to track a run once again.

In the meantime, I'd like to ask you to share some screenshots of the activities with incorrect distance, be it with accurate maps or inaccurate maps.

I look forward to your reply.

[Tracy_Whitney]

[Tracy_Whitney]

I did not mean to select accept solution . Still not working.

[Tracy_Whitney]

[LanuzaFitbit]

Hello @Tracy_Whitney.

Thanks for sharing your feedback and those screenshots.

I will be sure to bring this up to the rest of the team. As soon as we have any details on the matter we will be sure to let everyone know as soon as we have any updates on the matter. 

Let me know if you have any further questions on the matter.

[Tracy_Whitney]

Thanks.  I look foward to a solution.  As of this week it's still not tracking properly and reported pace is way off. 

[SunsetRunner]

Somehow my previous post was deleted?!

I am facing the same issue for a while now with the addition, that the Auto-Pause feature kicks in even when I'm still moving...

This is the response from the customer support:

Hi, 

We appreciate you for getting back to us and for providing those information. 

We would like to let you know that you our team is aware of the issue with the discrepancy that you're experiencing, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.


It seems they have more pressing issues or are just busy with the rollout of the new Dashboard.

[Tracy_Whitney]

Thanks for posting. Very frustrating! My app hasn't worked properly in more than 2 months. I think I will have to find something else. I run 3 or4 times per week and used to enjoy using Fitbit to track mileage and map, heart rate and pace. It's useless now My device still tracks steps and heart rate, but the mapping feature doesn't work in app, so i cannot go back to review workouts. It's strange.

---

@SunsetRunner wrote:

Somehow my previous post was deleted?!

I am facing the same issue for a while now with the addition, that the Auto-Pause feature kicks in even when I'm still moving...

This is the response from the customer support:

Hi, 

We appreciate you for getting back to us and for providing those information. 

We would like to let you know that you our team is aware of the issue with the discrepancy that you're experiencing, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.


It seems they have more pressing issues or are just busy with the rollout of the new Dashboard.

---

---

@SunsetRunner wrote:

Somehow my previous post was deleted?!

I am facing the same issue for a while now with the addition, that the Auto-Pause feature kicks in even when I'm still moving...

This is the response from the customer support:

Hi, 

We appreciate you for getting back to us and for providing those information. 

We would like to let you know that you our team is aware of the issue with the discrepancy that you're experiencing, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.


It seems they have more pressing issues or are just busy with the rollout of the new Dashboard.

---

[RunHolmanRun]

@Tracy_Whitney 

Let's not hold our breathe for a fix in the distant future too. I can't believe they are pushing the new dashboard rather than fix key features. I doubt I will buy another Fitbit if this is the companies attitude to fixes/updates

[Tracy_Whitney]

so bummed

[Kurzees]

Just started having similar issues and posted it a few minutes ago. 

[Tracy_Whitney]

I think I figured out the problem! The app was not working properly because I had my phone set on a battery saving mode. I changed it back and took a short walk at lunchtime to test it out and I think it worked! The battery saving mode was causing the app to not track properly. I'm 90% sure this was the issue.

[RunHolmanRun]

I never have it on, so that can't be the problem

[SunsetRunner]

@Tracy_Whitney it is true that phone power saving may affect GPS accuracy ( and in most of the cases it does unless you change power saving settings for the app to use always high-accuracy GPS ). The distance computation uses some Fitbit magic and that's a different issue. You can export the TCX file from the website dashboard and drop it into one of the tools to see whether the map ( when correct ) gives you a different result that the Fitbit in terms of the distance. You can use mygpsfiles.com/app to upload your TCX file and see a lot more details. For me, Fitbit almost always reports a lot shorter distance than it really is ( but I track using Ionic's built-in GPS ).