Clock/schedule seems to be going funny

[Clokeg]

So my sleep duration is being tracked accurately but the schedule is off - same for steps - it’s monitoring the correct steps per hour but it’s saying the wrong hour - I’ve changed time zones by 1 hour - I’ve tried restarting the device and resyncing but no luck. See pictures I actually started sleep around 9.42 

 

 

[RiekoC]

Hello @Clokeg 

By any chance, did you recently travel or use a VPN network? I've read user posts that mention using a VPN can mess up the time in the Fitbit app. 

You said you've already tried making a change to your timezone, but that didn't work. Is your location & timezone still set to automatic? 

[Clokeg]

Yes I have travelled to Malta from uk and yes I did have a vpn on and yes I did have it set to automatic time zone. I’ve turned both those off but it still not showing correctly after syncing  😢

[RiekoC]

Hello @Clokeg 

Thanks for the additional information. What you shared sounds to me that something in the app is still stuck either on your travel timezone or VPN setting, even though you turned both off. 

The easiest troubleshooting step to try is clearing the cache for the Fitbit app on your phone. If you clear both cache and data, you'll need to log back into the Fitbit app. 

If that doesn't work, try uninstalling, then re-installing the Fitbit app on your phone:

• Log out of the Fitbit app
• Uninstall the app
• Restart phone 
• Re-install the app
• Log back into the Fitbit app

Please let us know if this fixed your reported time in the app. 

[Clokeg]

It didn’t sort it- interestingly when I go to vpn settings although I disconnected Norton it won’t let my toggle off the main vpn status button

 

[RiekoC]

Hello @Clokeg 

Thanks for sharing your screenshot. It's likely that the VPN status showing connected could be causing your time issue.

When you figure out how to toggle VPN off, please let us know if that fixed the time in your app.

[Clokeg]

So I managed to turn all the vpn off - uninstalled the app, turned my phone off, then reinstalled and still the issue remains

[RiekoC]

Hello @Clokeg 

Now that you were able to turn off VPN, have you tried manually selecting your timezone/location in the Fitbit app to see if that works? If it does, I'm not sure that this will correct the time for your historical workout data or sleep. So, those might show the time incorrectly. 

If that still doesn't fix the time display in the app, I'm at a loss at what else to suggest. 

[Clokeg]

Thanks for your help - I tried all that, but to no avail - interesting it wouldn’t let me select the country I’m in - the tick appeared momentarily and then disappeared

do you know how I contact Fitbit support direct?

[RiekoC]

Hello @Clokeg 

That's so strange that your country won't appear in the list. 

This is the link to Support (<-- click). Complete the prompt in Step 1. Tap Continue in Step 2 (ignore the Resources) to get to Step 3 which has the contact options. 

By any chance are you in the UK? If so, I have a phone number for Support that is several years old, but I think it still works. 

[Clokeg]

Thank you so much - I’m not in the Uk at the moment as I’m on hold but doesn’t look like this will be sorted until I get back anyway