Charge 5 has stopped tracking my distance

[CSPR66]

My Charge 5 has suddenly stopped tracking distance since yesterday (19/07/24). All the other metrics are fine (steps, heart rate, calories etc.). I've restarted it through both the device itself and the charge cable, but no luck. Has anyone got any idea how to fix this? Will be going out for a run later this morning, so will see if it tracks my route.

Any suggestions much appreciated! 🙂

UPDATE: It tracked my run, so is now showing my run distance. Will be interested to see if it tracks my distance for the rest of the day...

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @CSPR66. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm happy to hear that your issue seems to be solved now. 

If by any chance you face this issue again, please note that we've received some reports from other users about this problem. Our team is already aware of this and they are already looking for a fix. In the meantime, I'd like to share with you a workaround that has helped other users.

With the above being said, please tap on your profile picture/gear icon in the upper right of your Fitbit app, then Exercise. Look for the Stride Length setting. The default setting is automatic. Toggle it off.  For more information, see Can I change my stride length in my Fitbit account?

[Alyosn]

My charge 5 is not tracking distance.  

[Burner5757]

I have just returned from an important 5k run and, once again, I discover that my Charge 5 has stopped recording part way through. This is the 4 or 5 time that this has happened. I ran my heart out so was extremely disappointed not to have recorded my activity. I think that this is the end of the line for me with Fitbit as I cannot deal with the unreliability. My stride length was not toggled on - so it is not that. I followed a well tested route that I have been using for years. The battery was charged at 54% when I connected it. I am thoroughly disappointed as this has not happened for about 6 weeks  and on that occasion the run was not so significant. I need a reliable tracker and  my Charge 5. Is no longer reliable.

[fstgihyiseire]

I am having this same issue.  My Fitbit only tracks my distance, if I explicitly set an activity, like run or walk.  Otherwise, it does not report any any distance (but it still tracks my steps).  I believe that this issue started on July 19. I am using Firmware version: 57.20001.188.58.

I also restarted my device.

[Burner5757]

Yes - I set my Charge 5 going at the start of my run. Today it stopped recording after about 4790 steps - but I know that my run would have been in the region of 8500! I wanted the split times for each 1k etc and was heartbroken to discover that the run had not been recorded - although some of the steps had!

I am running Version 20001.194.91 but have experienced this problem on several earlier occasions so I am not sure if it has only just come to light as my problems go back 3 or 4 months.

I have been a Fitbit user for quite a few years now and have tried earlier models that suffered from heat exhaustion etc - but today is, by a long stretch, the most disappointing and I am already investigating alternative trackers as I cannot accept the lack of reliability.


Sent from my iPad

[bball1808]

I’m having exactly the same problem, mine stopped tracking mileage on Sunday.

[10kker]

My Charge 5 stopped tracking my distance since last week. However, it tracks my distance while running after I go to Exercise > Run>Start. @Fitbit Please help resolve this!

[wmn21]

Mine is also not tracking miles anymore. Has anyone found a fix for this?

[Burner5757]

Hi Maria

I do not think that your recommendation to toggle off stride length is the answer. It is also clear that there are other users who are experiencing the same problem so I do not think that this problem should be closed down - it needs to be kept open until the planned fix is issued.

You advise that the support team are working on a fix as this is a known problem. Can you advise how long the problem has been around and when the fix is expected. If the fix is imminent I will wait for the release - but if no date is available I will, reluctantly, have to say goodbye to Fitbit as I need a tracker I can depend on.

[bball1808]

I was advised to turn off the automatic stride length and set my own stride length after speaking to someone on the live chat. This has worked and mine is tracking mileage again! They said they are looking into fixing the automatic stride length issue.

[Burner5757]

Hi bball1808

Thank you for the response.

I am not convinced that the stride length is the problem - although I would be delighted to be proven wrong.

If it is the stride length then every run/walk etc would surely be recording incorrectly whereas in my experience, this is an intermittent problem that might not recur for a few weeks during which time the Fitbit will record accurately. I even started to wonder if I was running past an electricity sub-station or something like that but the problem occurs so infrequently that this cannot be the case. At all other times the Charge 5 behaves impeccably - and that is the frustration!

I really do hope that your issue has been resolved - good luck!

[RiekoC]

Hello @Burner5757 

We started seeing reports of distance tracking issues around the beginning of July from users of several Fitbit devices, including the Charge 5 & 6 and Versa 3 & 4. We notified our team about the reports. They acknowledged the issue & now we are waiting to hear of any updates.

The current workaround came from a user doing troubleshooting who discovered that turning off automatic stride and manually setting stride length in the app seemed to get distance back to tracking. We started sharing the workaround for now. Unfortunately, we've gotten reports that this workaround doesn't work for everyone.

Hopefully, it won't take too long to get a fix so that we don't have to use a workaround.

[fstgihyiseire]

Setting the stride length fixed the problem for now. But, as others said that is not a long term solution.

[10kker]

Thanks - turning off the stride length seems to have solved it.

[Runshiz]

My fit bit has done the same for last two days.  Only measures distance during runs.  Have toggled off automatic stride length and will see if it's better tomorrow

[David_C.]

Hello,

I've also been experiencing this problem recently, mine started on the 20th of this month. It still tracks everything except my distance unless I start an activity.

[Runshiz]

That is the exact same for me

[Buckeyemes]

Hi, I am having the same problem. So I thought the thing was dying and bought a charge 6 then the same problem with no distance unless running. So I returned the charge 6 and shut off auto on stride length and now it is tracking. It has been at least 2-3 weeks where the auto stride is not working. When is this getting fixed??? Also on the charge 6 the bands were coming off like crazy as soon as I put it on my wrist and moved. It that being addressed or did I receive a dud?

Mike S

[Buckeyemes]

I left out I returned the charge 6 and turned my charge 5 back on with the work around. It is annoying though and when will the auto stride be working again???? Why were my bands disengaging from my 6? Not feeling good about the Fitbit right now.