New Blaze Not Tracking Floors

[jrinehults]

I purchased a Fitbit Blaze yesterday to replace my dying Surge.  I am extremely pleased with the accuracy of steps (significantly better than my Surge) but am having trouble with floors.  My normal route for my outside morning walk logs 20+ floors with both my Surge and One.  This includes a hill with a very steap incline with no flattening out until you have climbed just over 70 feet in altitude. 

Following that normal morning walk, I have gone up 5 flights of stairs (3 times up a flight that is nearly 20 feet with no landings or turns).  My new Blaze still has my flights of stairs at 0 for the day.  I have reset the devise but with the same results.

I have seen some topics where users have reported their Blaze underreporting floor counts but none where they were not logging any floors at all.  Just wanted to touch base to make sure I am not missing something obvious before relunctantly returning it (I love everything else about it!).

Thanks,

Josh

[FerdinandFitbit]

Hi there @jrinehults 🙂 Welcome to the Community!

When it comes to floors tracking, you're right. It should be counting steps but if you are able to see the floors tile and it shows as zero, I'd recommend trying to restart your tracker again a couple of times. Make sure you're pressing the left and lower right buttons together for 10-15 seconds and then try to use it as you would normally do and see if this makes any difference.

If the issue persists, feel free to get in touch with the Support Team and they will be very happy to help you out with this!

Anything else you may need, let me know. I'll be glad to help! 

[jrinehults]

Thanks Ferdinand.  I have reset my Blaze quite a few times and have let the battery run down and recharged once.  But I am still at a total of 0 floors for the 5 days that I have owned it.  I did reach out to support on Monday but have not yet heard back.  I am still thrilled with the device - just need to get the floor issue fixed.

[FerdinandFitbit]

I'm glad to hear that you're liking it that much so far @jrinehults 😄

Hopefully they will be back at you shortly. If you feel like calling to speed things up a bit, you can also do it. Click here to see the different ways you can get in touch with our Support Team.

[jrinehults]

I still have not received an answer from support (it has been 4 days).  I clicked on the link to the methods of communication with the support team but it is not giving me an option to call.  It lists email (which didn't work - I received an email asking if I needed any more help but never received any feedback on my initial email - I replied to that email but then never heard back again), live chat (which doesn't do anything when I click on it), twitter (which I don't use) and the link to these boards.  I am planning to just return the Blaze to the store I purchased it from if I don't hear anything from support today.

[jrinehults]

Quick follow-up - just tried the chat feature in Firefox and it worked so just an Internet Explorer issue.

[FerdinandFitbit]

Thanks for getting back @jrinehults. I'm glad you were able to chat with one of our Support members. Were you able to get a solution for this?

If not, you can call us at (877) 623-4997 M-F 4am-8pm / Sa,Su 6am-5pm (PT)

Let me know if you need more help!

[jrinehults]

No solution as of yet.  Unfortunately we ran out of time and had to discontinue our attempts.  I am waiting for the live chat feature to be available again to continue our attemps (don't want to call as it will tie up my cell phone and that seemed to be at the center of everything we were trying).  So far we have tried more attempts to reset my phone and device.  We tried uninstalling the device from my phone and then reinstalling.  But still no success.

[jrinehults · Accepted solution]

Just finished up with live chat again and they were very helpful. My replacement unit is on the way. Appears to just be a defective unit. Thanks for all of the assistance!

[Rich_Laue]

It doesn't surprise me IE has never been very Internet compliant.. Microsoft likes to do things their own way. 

[AnnaPM]

I have a Blaze fitbit and a flight of stairs in my home, sometimes my Blaze will not track for 5 or 6 times that I go up the flight of stairs and sometimes it will track 5 or 6 times in a row accurately.  Today it probably missed at least 1/3 of my stairs activity and usually several times in a row.  I know this is not exactly what is going on with you, but it is similar.  I have had mine about 2 weeks.   Have you decided what to do?

[jrinehults]

In my case where the floors were not being tracked at all, they ultimately determined that the device was defective and sent me a new one (completely hassle free - was very impressed).

[jrinehults]

I should add that I have had no tracking issues with the new device - most accurate Fitbit I have had yet.

[AnnaPM]

Thank you for responding to my question so quickly! That is great! Is
your new one tracking floors accurately?

[AnnaPM]

Great news!  I will consider exchanging mine!

[FerdinandFitbit]

I'm glad it's all working fine with your replacement @jrinehults

@AnnaPM, let us know what option you'll go for and how it works for you!

Good to see you both around! 🙂