Charge 6, adding extra steps and distance at the end of a hike

[JK001]

I have a charge 6 and it was being a bit wonky.  I contacted support, they had me reset a few things and it seemed to fix the issues.  But now, there's a new issue.  It seems to add about 2,000 steps and additional distance after I do my daily hike.   I thought it was my imagination at first, but its done it the last four days.   It's bizarre, it just adds those maybe 5 minutes after I synch that activity...not immediately.

It's not the end of the world--because it is being nice to me by adding instead of subtracting--but any idea how to fix this?  I already did the reset, data wipe, reinstalled the app, and reinstalled the device.  Is this a software problem that will hopefully go away in a future update?

I loved the charge 6 initially but now finding it to be extremely buggy.  Hoping it will get worked out.  

Thanks for any insight! 

[Kathylynn103]

Yes, my and my husband's Charge 6 apps are doing the same thing!  I hope Fitbit does some kind of update to fix!  Just started doing this a couple days ago out of the blue.

[JK001]

Interesting that its impacting others too. Yesterday at the end of my
usual end of day workout, it actually subtracted half the distance and
steps. Really annoying. I have contacted fitbit on twitter, we'll
see if they respond, as I already went through a chat where I had to
sit there and remove/restart everything. Took forever and apparently
didn't fix it. Irritating.

[JK001]

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NOTE THIS IS NOT "ANSWERED" AS OF 10/2/2024...my fitbit and the app are both showing erroneous results daily.  This has been almost 6 weeks now and no solution, just google saying "we are working on it".  My charge 6 is only 4 months old and no longer working.  Not acceptable in my eyes for a company of Google's size to not respond to this, it appears they are abandoning Fitbit products.  If that is the case they should not be selling them.  

>>>

Fitbit did respond very quickly on twitter--sounds like they are aware of it and working on a fix.

We reviewed the case, and we understand that how you were assisted didn't meet your expectations. In the meantime, we’re aware of the issue that may be causing the data discrepancy. According to our product team, the steps we shared earlier (restart tracker, force close app) may resolve the issue. But if those don't correct the issue, please know that the appropriate teams are already working on a fix. Thanks for your patience and understanding.

[Kathylynn103]

Hooray!!  Thanks for sharing!

[Sylmardave]

It’s reassuring to hear I’m not the only one having this problem. I thought I was going nuts. Please let us know when the problem is resolved and also will it backtrack and store the correct amount of steps for past dates?

[JK001]

Hopefully fitbit people track this and will respond.  I haven't heard anything back from them.  But...mine appears to be working again as of yesterday...have no idea why or how????  So it SEEMS resolved on mine, it has tracked my workouts fine the last 24 hours without the wierdness.  Hopefully everyone else's will resolve as well!  

Fitbit/google team, if you moderate these boards, I think we'd all appreciate it you chime in and let us know. 

[JK001]

I take that back!  Just got back from a workout and at the end the steps were at 11,000. Then synched it and it dinged me back to 9,000.  I will message them again on twitter and ask them to update us.   Annoying.  Do people have these issues on apple watch?  My husband has one and I never hear him say it malfunctions.  May be time to look at other options, but I was very happy with the charge 6 when it was working.

[RiekoC]

Hello @JK001 

Actually, it's encouraging that you saw the steps working again, even if it was for a short time. That indicates to me that the team is actively working on a fix and maybe close to a final fix soon.

From user reports that I've seen, iOS users do see issues with Fitbit as well. But they aren't always the same that Android users experience.

[tring2fit]

Thanks for sharing.  I'm not the only one. My Fitbit & my phone are about 400 steps difference. I've done the shutdown start up deal. Hopefully with enough people commenting, they might escalate the issue. 

[RiekoC]

Hello @tring2fit 

The issue has been escalated which is why there was acknowledgement of the problem and confirmation that the team is working on a fix.

[tring2fit]

Thanks, you’re right!

[JK001]

Well, even though this says for some reason this was answered, it is not.  Now its almost a month and my charge 6 continues to malfunction. It deletes workouts, cuts steps and distance in half after synching, and other random acts.  It worked for like two days but now for the past week again every day the data is corrupted.  Just today I again uninstalled and reinstalled the app to see if this has been fixed, no charge. Fitbit /google said "we are working on it" but I have asked them for an update and now they refuse to provide me with any updates.   

So....not sure here.  I have never had these types of issues on the fitbit for more than a few days at a time.  It seems clear to me this charge 6 is not a great product, I've only had this one a few months.  I just contacted them again on twitter so will update if there's anything else, but it looks like if anyone wants some resolution they will need to get on the phone with support and complain loudly.

[JK001]

Quick update:  now I"m getting bizarre results again, so I called.  I was told that yes, google is aware of the problem that the fitbit app is changing data.  They said they were working on it but cannot estimate a delivery date for a fix, and cannot have anyone update this thread, but will push out an update if/when ready.

So....not really helpful, and doesn't seem that google is interested in devoting too many resources to supporting this product.  But just wanted to update you all.

[Kathylynn103]

Thanks for the update!

[JK001]

Well, here we are, a month later.  Nothing is fixed for me...anyone else?  The data loss is not random, it seems to like to cut my steps and distance in half, then half again lately.  Minutes are not tracked.  Distance is very messed up and workouts are ignored. 

I called again last week and was told they are still "aware of the issue and working on it" and can provide no idea when it will be fixed.  I have a 4 month old Charge 6 that doesn't work.  I was told they would not allow me to return it and upgrade it to a better model, even though both the Fitbit itself and the app are NOT WORKING.  

This doesnt' work for me....Google is a just slightly wealthy company.  Yes, having a week or two to fix the problem, I get it.  But it sounds to me they are abandoning fitbit here.  Is everyone else just accepting this or is this still not working?

What a joke.  I have used a fitbit for many many years and had several fitbits.  I use and look at it daily.  Never had this type of issue.  Where is everyone else on this issue?  Fitbit why are you not standing behind your product--do you just want us all to complain about it and switch to competitors?  If more speak up maybe they will fix it or provide some type of fix.  

[JK001]

Well a few more weeks have past.  I was told the new update would fix this, but now my active minutes and distances are messed up.  Steps are off too, but not 100% off like before, maybe 20% or so .

What is everyone else experiencing?  I wonder if my 4 month old charge 6 is just broken, if everyone else's data is back to working okay again?  Fitbit is not being helpful, sad to see a quality brand decline.