Fitbit Blaze just stopped working!

[AverageJoe58]

I have a new Fitbit Blaze. I loved it until today. But suddenly it:

1. Does not record bike rides as active minutes - even though it records that I rode my bike for 1 hour 13 minutes, with 46 minutes in cardio zone, it still says that this contributed zero active minutes! Yet just 4 days ago, my bike ride was recorded as active minutes.

2. Does not track GPS on my bike ride ... even though it was doing this on every bike ride until now!!! I started the bike ride recording exactly the same, and it told me it was connected to my phone, yet it did not record the bike route. Which it did perfectly well up till now!!

Is this yet another Fitbit fail? Like the fact that just a few days ago, thousands of people had their favorite exercises on their Blaze Fitbits wiped out, and had to re-enter them on their dashboards?

I love the idea of this product, and I get attached to them - but so far I have returned a Charge HR for suddenly totally failing to sync and also for being unable to understand that a bike ride is active minutes, a Surge for telling me that I was walking in my sleep - and now this Blaze, which I love in many ways, is suddenly just as stupid as the Charge HR in that it cannot figure out that cycling in the cardio zone is actually active minutes.

Come on Fitbit! You have a huge part of the activity tracking market - surely you have enough money to get your products to actually work - consistently?

Moderator edit: format

[AngelaMa]

Hello @AverageJoe58 welcome to the Fitbit Community! 🙂 If you are having issues with connected GPS please troubleshoot as instructed here. Regarding your active minutes I would recommend to contact customer support, they can review your tracker's back-end information and determine why it didn't record active minutes. 

Thanks for stopping by! 🙂 

[voyager94]

Hiya, I'm having the same problem, a couple of times a week I cycle to and from work; a round trip of just over 13km. My blaze usually records the bike ride distance, time and route fine, but it never adds the time to my active minutes. It's there a way to manually add active minutes?
Thanks,
Karen 🙂

[AngelaMa]

Hello @voyager94! It's great to have you here 🙂 Currently is not possible to add the active minutes, to investigate a little more about your experience, I would like to know if you are recording your activity using exercise mode on your tracker or SmartTrack? Also please notice that you will earn active minutes for 10 minutes of continuous moderate-to-intense activity. You can read more about active minutes here. 

Hope this helps! 🙂 

[Rich_Laue]

The other thing you could do is bring up the details of the Bike ride, swipe over to calories. Any where the graph goes below the lower hospital line would be considered inactive.

[voyager94]

Hi Angelafitbit,
Thanks for your reply 🙂
Before I start cycling I go to the exercise mode on my blaze, select bike and then it displays "connecting to phone". Once it has connected I click the play ▶ icon and it starts recording the distance and time. It seems to record fine as once I've finished it displays the distance, time etc on my blaze, and this all then syncs to my phone. But the active minutes stays at 0. I travel 6.8km (~4.5 miles) to work in just under 30 minutes, only stopping a couple of times at traffic lights. I then do the same journey back home again in the evening. It's quite a hilly trek, and I'm usually shattered lol so I'd definitely say I'm being active 🙂
I've sent an email to fitbit support also, so I'll post on here if they have any idea what is causing this issue.
Thanks for your help on this 🙂
Best wishes,
Karen

[voyager94]

Thanks Rich_laue, I've had a look and the calorie count it is odd, it's a straight horizontal line at ~2 for the first part of the journey and then fluctuates between 5 and 9 for the second half of the journey. But my heart rate is constantly fluctuating between 115 and 150 bpm throughout the 30 minutes, so it looks like something is wrong there too! I've taken snap shots so I'll try to upload them here.
Thanks 🙂
Best wishes,
Karen

[voyager94]

[URL=http://s1174.photobucket.com/user/Voyager9476/media/Mobile%20Uploads/Screenshot_2016-05-14-20-40-47_...
[URL=http://s1174.photobucket.com/user/Voyager9476/media/Mobile%20Uploads/Screenshot_2016-05-14-20-40-50_...

[voyager94]

[IMG]http://i1174.photobucket.com/albums/r601/Voyager9476/Mobile%20Uploads/Screenshot_2016-05-14-20-40-50...

[AndrewFitbit]

@voyager94 Perhaps your Blaze is having a hard time getting your heart rate during your bike rides?

Here's what I suggest before your next ride:

1) Restart your Blaze

2) Set your heart rate to 'On'

3) Wear your Blaze higher up for your ride

Hopefully that helps. 🙂

[Rich_Laue]

That's definitely weird, I see the heart rate, but it looks as if something was turned off.

It would be nice to see the steps for each time period but I'm not sure if this is possible.

[voyager94]

Hiya,
thanks everyone 🙂
I think it is a heart rate issue. I usually keep the heart rate monitor switched off. Every time I cycle without the heart rate, my phone doesn't count it as active minutes, but I reset my blaze as AndrewFitBit suggested, turned on the heart monitor and it recorded this afternoons bike ride as active minutes 🙂 not sure why it didn't record them last time I had the heart rate on previously, but it appears to be working now so all good 🙂
Thanks again,
Best wishes,
Karen

[AndrewFitbit]

@voyager94 Awesome! Glad it's working for you.