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

[LiJaHi]

As of 4 August 2024, my Charge 5 suddenly stopped measuring distance unless I start an exercise session with GPS on. I tried turning off the auto stride length but it didn't make any difference. This issue is clearly not fixed yet and is affecting more people.

PS. It also only started after I synced my fitbit with the app, which I'd missed doing for several days. That suggests that it's come via the app. I haven't updated anything on my fitbit or app recently, so no changes at all from my end.

[rgunton]

By toggling off the stride setting do you mean putting it on automatic or is there a way or removing it altogether? 

[RiekoC]

Hello @rgunton 

My apologies. I'm not sure I understand your question.

When you toggle off the automatic stride setting, you should be replacing it with a manual stride length. See the link in the Moderator's response.

[rgunton]

Hello, 

Sorry for the confusion however you were right in your interpretation. I do not have an issue with the steps recorded, but I do have an issue with the number of miles it equates to- for example I did a 9 mile walk and by the end of the day I managed 26181 steps and according to the app that was 5.7m, the day before my steps were 20557 which according to my app was 0.04m! 

Thank you for responding to my question but it looks like it has become a common problem, I will just have to manually convert steps to miles for the next few days- it just suddenly become an issue last week. It's a pity we can't seem to get a timeframe from Fitbit for a fix, I will give it this week then look for a replacement which isn't fitbit

Ruth

[CMcB0608]

I've tried this and unfortunately, it doesn't change/fix the issue at all. 

Is there any ETA on this being fixed? I am training for a run and my FitBit is how I track my distance 😕 

[gbsunload]

Per tentare di risolvere il problemaho effettuato un accesso da PC nel
mio “*Pannello
di controllo*” – “*click su icona del tracker*” – “*Dati personali*” –
“*Modifica
andatura*”; da qui ho reimpostato i valori del passo di “*Camminata*” e “
*Corsa*” e cliccato su “*Invia*”.

Da questo momento, e sino ad ora, il tracker ha ricominciato a segnare
anche la distanza percorsa.

Provate magari funziona anche per Voi.

Ciao.

[rgunton]

As far as I know there is no ETA to developing a fix though they are aware of the issue. I can get the correct distance when I am logging the exercise on my tracker- its recording my steps and distance correctly whilst I am using it. Its only when I sync it with the app on my phone that the data becomes skewed- steps correct, distance incorrect. I know some people are finding that the issues only resolves when they track the activity on their device but as soon as they sync with their phone the distances +/- step counts become incorrect. Is the data wrong when you're timing the run on your tracker?

Ruth

[Nettie2127]

I have the same problem.  It cuts over a mile off my runs even when I use the GPS.  At this point, I stopped trusting any of the data it shows me - and I did try the suggested solution. 

[Burner5757]

Hi Nettie2127

Sorry to learn that you have also been affected by this fault.

It is particularly frustrating that the problem has been designated as “Answered” but no solution has been provided. We are at the mercy of Fitbit. We now have unreliable trackers and absolutely no idea when - or if the fix will be supplied. Come on Fitbit - please keep us posted. What is the fault, when will it be sorted - or must we continue to live with unreliable and extremely frustrating trackers??

[Mari0n]

Same problem here for several days (I'm in France). I contacted the technical support, they said they have no solution to offer and to contact them again in a week. How is that acceptable? The problem has been going on for weeks, according to this thread, and we all keep paying for fitbit premium? 

[LiJaHi]

Just to update, my distance suddenly started being recorded again yesterday (11 August 2024, Australian time). It seems possibly a bit generous as I didn't think I walked as far as it is saying, but haven't had time to do some distance tests to check its accuracy.

[RiekoC]

Hi @LiJaHi 

Please keep us posted on your distance tracking. It would be great if there's a fix and we no longer need a workaround.

[9000HALrobots]

Just chiming in to say my Charge 5 has also been having the same problem the past few weeks. Would really like a fix for this! 

[Manly]

I spent ages on the support going through lots of details only to be told no work around and they are working on it . Perhaps someone should post something publicly as I suspect they have no intention of fixing it now Google have taken it over. Oddly any steps before 8am are converted to distance but nothing done after is all most odd

[RiekoC]

Hello @Manly 

There is a workaround. See the Moderator post (Best Answer). However, this workaround hasn't been successful for all users.

This is an issue that affects several Fitbit devices, not just the Charge 5, and a fix is being worked on. 

[Manly]

Hi the support said there isn't a work round , the one shown only works for
a few and not mine. A work round by definition would meas it works! Not
just for a few but us all! This has been going weeks and it worked before
so what did Google do that stopped it working that is the question

[Hormiguita]

Been having the same problem with Versa 4 for the last week/s. I see that there's a length for running but not for walking. If I toggle it off, what percentage of the running stride is the running. Also, when is this going to be solved? Thanks.

[Wmar]

I had this problem starting a few days ago. It happened after I manually synced my watch to my app data. I found like a half hour ago that clearing the user data in my watch (settings->device info-> user data), and then repairing my watch to my phone the distance started working as normal.

[rgunton]

Hello
I tried this but it didn’t work
Ruth

[Mari0n]

Update : the km count still doesn't work, but till yesterday it did in gps mode. Since this morning, the GPS tracking is off distance wise, and fitbit disconnected from my strava and I can't seem to connect it back. I'm getting more and more angry