Charge 5 GPS map not displaying properly

[lolmango]

My charge 5 doesn't seem to display my run properly within the fitbit app (see screenshots). It is either a standing point, loading mode, or just a straight line which doesn't reflect the route I took. But if I look at the fitbit dashboard via a browser, the runs are displayed properly which means charge 5 is indeed tracking my route but that the data is not translated to the app.

Have tried reinstalling the fitbit app several times along with wiping cash/storage for google map and it is still bugged out.

Any help would be greatly appreciated. Have attached three runs with both tracking in fitbit app and fitbit dashboard.

Run 1:

Run 2:

Run 3:

[Gr4ndp4]

Hi, @lolmango, welcome, have you tried clearing the cache in the Fitbit app on your phone? If this has not worked can you let us know the make & model of your cellphone?

I hope this helps.

Cheers

[lolmango]

Yes cache has been cleared, app reinstalled several times. I have a Samsung galaxy s23+. 

[Gr4ndp4]

Hi, @lolmango, thanks for the feedback, I assume this is not just one run and you have replicated this error on other runs. Are you using Google Maps offline or online? Try changing one to the other, online should be best, it is after all an online map on the dashboard. I think you are right to focus on Google Maps on your phone. Your issue is new to me, I've not come across it before. It looks like the app on your phone is failing to display location data which clearly exists & was passed on to your dashboard when you synced. I'm not familiar with the Samsung S23+ settings but they will be the same or very close to my Pixel 6 Pro. Alternatively, might I suggest you open the Fitbit app on your phone and review the settings? In particular, those that might affect the app's function. Go from your phone "Settings" to apps>Fitbit>permissions, and allow all (if you are uncomfortable with this you can remove permissions one by one if you get it going again) mobile data & WiFi>ensure background data & unrestricted data usage are allowed>App battery usage, ensure it's at Unrestricted. There are no Bluetooth settings that might be changed.

If you are still replicating the problem I think your best next step will be to talk to "Customer Support" using the chat facility or phone for a prompt response. It's a good move to note the steps you've taken & the results so you can brief the agent clearly & quickly and give them the opportunity to move forward.

I hope this helps, please post here again & let us know how you get on.

Cheers

[t.parker]

@Gr4ndp4 I have exactly the same problem. It's an app issue, not Charge 5. Two maps of my rides are incomplete yet the distance is correct (so GPS didn't fail) and they show on the Web Dashboard. I use Sense so it's not a device issue. Android app ver. 3.82 (I haven't received 3.82.1 despite it being released over 2 weeks ago).

[Gr4ndp4]

Hi, @t.parker, can you let me know the make & model of your phone, please?

Cheers

[t.parker]

Samsung Galaxy S22+. There are issues since the app updated from 3.81 to 3.82. Now, the heart rate view always shows an empty page just with "no measurements" (it's been like that for weeks), and I get an incomplete map for cycling activities (I haven't noticed a similar issue when I run but it may be just a coincidence). I know 3.82.1 has been released over 2 weeks ago but haven't got an update yet so not sure whether it's still rolling out or it's been pulled from the Play Store. Not really bothering me. I got used to the fact Fitbit is a lottery when it comes to proper functioning.

[lolmango]

Ah good to know I'm not the only one running into this issue. Am currently on 3.82 version as well. Been a fitbit app user for quite sometime now so definitely come with the expectation that not everything will be working 100%. 

[lolmango]

Can see from the screenshots this has been replicated in the last three runs. Google map is always used online and fitbit app already have all the permissions given. What can customer support do aside from taking my input without an actual software fix?

[Gr4ndp4]

Hi, @lolmango, CS have a wider KB than I do, if this is a bug they can escalate the inquiry. You should definitely talk to the.

Cheers

[t.parker]

@Gr4ndp4 CS has been contacted by other users about it as this isn't new issue. It's been reported since (at least) January so I also doubt it's this particular version of app a reason of the bug.

[lolmango]

Will try to contact CS but if this hasn't been fixed in over half a year doubt CS can do much about it. Might just have to sit on future updates and hope google implement a fix.

[t.parker]

@lolmango longer thread about this issue is here but there's no conclusion. The linked thread shows that the issue has been there at least since 3.72 (we are on 3.82 now). It seems like it mostly affects Charge 5 users although I find it hard to see why. Plus, I experienced it on Sense twice and only for bike rides (today, I was curious whether it would occur again but my 50km bike ride lost GPS after a few minutes in and never recovered so the map is incomplete due to a GPS connection issue, unrelated to the issue we discuss here). If the issue affects somehow Pixel Watch users then I see a glimpse of hope for a fix. Otherwise, I wouldn't hold my breath.

[lolmango]

thanks for pointing me to the thread! Will keep an eye on it over there. 

[lolmango]

Just a quick update as I've followed the advice in that thread you've pointed me to and turned off auto-exercise recognition in app. GPS map is now properly displaying the two runs following that. Tested it once more today with recognition on and the map tracking went back to being funky again.

Safe to say this is purely an app issue and knowing google this might linger on for another half a year before its fixed if they even get around to it.

[TheFatHamster]

I'm also on a Pixel (6pro) and my app stopped displaying maps in March. I've done all the things listed in all the places and nothing has worked. The top picture is the last time it showed a map (and all the related info), the bottom picture is what it shows now.

[lolmango]

I'm guessing you've tried turning auto-recognize for walking off already. Manually tracking has seem to work for me (has since turned auto-recognize back on and gave in to messed up gps maps).

[Gr4ndp4]

Hi, @lolmango & @TheFatHamster, if you use the auto-recognize feature GPS is not engaged.

Cheer

[lolmango]

That is definitely not true. If GPS is not engaged, why does the map tracking on the fitbit dash board look perfectly fine? And why does this feature used to work? The data points are clearly there just not displayed properly by the app. 

[TheFatHamster]

Thanks for the help Gr4ndp4! I turned off auto recognize for all activities and it still doesn't work. Is there someplace other than here in the interface I should turn it off?