Unable to see GPS map on Fitbit App

[JGobeil]

I have a new Ionic replacing a 1,5 yr old one that failed.  The watch firmware and the App updates are the latest available and everything else works fine. I have never experienced this problem before. The phone is a Google Pixel II XL and it works well.

Using the Cycling app, I cannot get the map nor the data graphs (heart, speed, etc)  to show up in the Android app after the exercise.  The watch works as it should during exercise, sync is not a problem and I can see the map and data graphs without problems in the Windows app which implies that the problem is with the Android app. 

All the exercise data is shown correctly in the Exercise summary but the path is not shown.  It either loops without end or shows a very short path as shown in the pictures below.  

I have tried uninstalling and reinstalling the Android App and the problem remains.  How can I fix this ?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @JGobeil it's nice to see you again participating here in the forums, let me help you out with your concern.

Seems odd that you're experiencing difficulties with the GPS information that was tracked during your exercise with the Fitbit Ionic, this is certainly not a common situation, thanks for troubleshooting this prior to posting. To better assist you with this situation, can you please let me know when was the first time you experienced this and how many times times then? Also, this occurs only with the Bike exercise or with Run/Walk too? In the meantime I receive your answers, please try the following:

1. Force quit the Fitbit app.
2. Uninstall the app from your Google Pixel 2 XL.
3. Make sure that the Android version is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app on your phone.
6. Restart your Fitbit device.
7. Make a test with Run, Walk and Bike activities using GPS.

Let me know if you have any additional questions, I'll be here. 

[JGobeil]

Hi Ricardo,

Thanks for your answer:  much appreciated.

I did as you suggest and got the same problem with the Cycling exercise.  Unfortunately, I can't run anymore but I tried a short 10 munutes Hike with GPS enabled and it recorded as it should in the Android app, including the map.

I received the new Ionic on July 16 and did 6 cycling exercises.  None recorded correctly on the Android app.    

By the way, restarting the watch with  "Press and hold the back and bottom buttons" does not work on my new Ionic, no matter how long I keep the buttons pressed.  I had to turn it off with the last option in Parameters.

I'm trying to understand and I can't:  same phone, same Android app, same Windows app on the same computer.  Only the watch is different and even then, it is the same model and the exercises appear correctly in the Windows app. I never experienced any problem with the Android app in the 1.5 years I used my first Ionic before it quit working.

So, what's next ?

[Jamt]

Same issue exactly. Have tried all recommended a tions no result. Checked app on my iPad where it works as it should. An android app bug?

[JGobeil]

I also think it is a bug in the Android app.  I tried installing the Android App on my tablet and got the same problem.  The Ionic is not the problem since the map and data graphs are displayed correctly on the Windows App.  So it has to be the Android App.

[RicardoFitbit]

Hello guys, it's a pleasure to continue providing assistance with this situation, my apologies for the delay in responding your posts. Welcome to the Community Forums @Jamt and thanks for your replies @JGobeil.  

Thanks for letting us know about this issue. Let me share with both of you that we’re aware of this situation with the Android platform and are working to identify a resolution as quickly as possible, our apologies for any trouble this may cause and we appreciate your patience.

We're looking forward forward to resolve this situation as soon as possible and get you guys back on track.

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

[JGobeil]

Thanks for your help RIcardo.

I went cycling last Friday and both graphs and map appeared correctly in the Android App.  However, the problem reappeared yesterday in another cycling exercise.  Also, please note that the grapsh and map show up correctly in the Endomondo Android app that is linked to my Fitbit account.

The problem is definitely in the Android app as you suspect.  It is most probably due to programming changes you made in the last update.

[RicardoFitbit]

You're @JGobeil, your reply and update are appreciated. Sorry for the delay in responding your post.

Thanks for sharing your thoughts and personal experience with this situation, the information that was provided in your post is appreciated. My best advise will be to keep your Fitbit app, Android version and Fitbit device up to date while we work to resolve this situation as prompt as we can.

In the meantime, please do not hesitate to contact me back if you require further assistance.