Lost steps after syncing

[Rose724]

Blaze was tacking my steps accurately which showed on the watch all day. However when I synced it again (which I was trying to connect the music) I lost 4,000 steps. Can I get those back?

Has this happen to anyone else? I hope this is not an ongoing problem.

[FerdinandFitbit]

Hey there @Rose724. Good to see you in the Community! 🙂

It's strange that it took 4000 steps from your totals. I'm not sure these can be recovered but to avoid this from happening again, I'd recommend restarting your tracker by pressing the left and lower right buttons for 10-15 seconds until your tracker restarts. After that, keep an eye on it and see how it works and see if this gets to happen again.

Let me know if you need more help with this. Happy stepping!

[Rose724]

It happened again this morning

[SassyPants-21]

Hello
I don't know if I'm in the right place or not. But my Blaze is working fine. In fact love it. My blaze was working great with phone. Then after charging.My blaze quite showing my steps on my Galaxy S5. Maybe I could have some suggestions.Or help PLEASE!!!!!!

[FerdinandFitbit]

Hey @Rose724. Sorry to hear that it happened again. Were you able to restart your tracker before it happened or from the last time it happend you've not restarted your tracker?

If you've restarted your tracker and it happened again, I would recommend getting in touch with the Support Team and I'm pretty sure they will be happy to get you back on track.

In your case @SassyPants-21, It sounds like it's not taking steps from your totals but like it's not connected to your account if you can not see the steps at all. Please try to set up your Blaze as a new device as you did whenever you set it up the first time and see if this makes the steps to show up again on your dashboard.

Hope this helps and if you need more help, let me know. Good to see you both around!

[SassyPants-21]

This for the advice Ferdinand. But what I ending up doing. Is signing out of my fit it account . Waiting a little bit then signing back in. I got my steps back after that. On my phone Imean

[AliceL]

I've noticed this too- if my Blaze says 900 steps (for example), I'll sync and my phone will say 750.  So frustrating!  My solution is to sync often, it seems to keep it from happening...

[LisaLawrence]

Hi, I have done 37000+ steps today and burned over 2500 calories ... I just got home and synched it with my phone and now my blaze has set itself to zero and now says Ive walked 7 steps today!!

Does anyone knoe how to restore this?  Thanks

[Rich_Laue]

Was it set to zero on the actual Blaze, or was it the Dashboard? 

[ihaveausername]

This just happened to me as well, to the tune of 3k steps.  Left house for an hour long walk meandering around the neighborhood sitting at around 5k steps.  As I'm coming back home I see I've crested just over 10k steps.  Sync with phone, and the app shows the 10k steps.

Clicked around a few screens and come back to the app dashboard, now it shows 7k steps AND my Blaze has reverted to showing the same number of steps as the app. What gives?

EDIT: After looking at my activity log here on the website I see that every 5 minute block of the hour walk is logged as 170 steps; in other words, only 1 step every two seconds.  Again, the device itself seemed to maintain realistic track of steps up until the time that it synced with the app on my phone, but now all three (device, phone app, and website dashboard) all report the wrong data.  Is there any way to ensure this doesn't happen again?

Solution: Called Support - apparently retroactively logging the hour as a Walk activity (in order to see detailed HR information) altered the step counts for that time period to a preset value, rather than using those steps to determine pace/distance.  Support was able to un-log the activity which restored my step count, and the rep I spoke with advised either proactively tracking activities/workouts/etc. or foregoing the detailed data views rather than retroactively logging activity manually.