Steps counting stops every time screen goes dark

[Moscreations]

Very annoying, the steps count is not working properly, as soon as I bring my arm down after checking how many steps there are, the screen goes dark and stops counting the steps. I realize that when I look again at the watch and see that it stopped again, I tap the screen a few times, and sometimes many times before it actually records the steps again but I have to keep doing that all the time which makes no sense. 

Would appreciate any help with this I did restart the watch and that didn't make a difference and it's got nothing to do with the app although the app always registers more steps than the actual watch, but then again since the watch keeps missing steps so I guess it shouldn't be any surprise.

[DavidFitbit]

Hi @Moscreations, thanks for stopping by, I hope you're doing well.

Let me help you with the step countin of your Charge 6. Thank you for the troubleshooting you have already tried.

It is certainly a weird behavior of the device that seems to be related to the accelerometer's algorithm. This being said, a restart should resolve this kind of issues.

Just to make sure, please confirmed you have restarted your device following the instructions below:

1. Connect your device to the charging cable.
2. Press the button located on the flat end of the charger 3 times with one-second pause between each press. Then wait 10 seconds or until the Fitbit logo appears.

[Moscreations]

Not sure what you mean about the flat end of the charger.

I assume maybe that you mean the button that's on the left hand side of the charge 6 but that doesn't do anything when I do three times waiting in second between that doesn't do anything. 

What I had done before today was restart the device from the device itself when you go to the settings and it says restart device that's what I had done.

So I'm not exactly sure what to do right now, as I said I pressed the button that's on there on the side of the device three times waiting as I can in between but that doesn't do anything

[alexthecat]

@Moscreations this is what the charger for the Fitbit Charge 6 looks like. 

 The red arrow is pointing at the button on the flat end of the charger. That is the button to press three times to restart your device. 

[Moscreations]

Although mine is not red I did press it 3 times with 1 second  interval and it did not restart as it said  it eoild

[RiekoC]

Hello @Moscreations 

Please see this help page (<-- click) which describes the 3 ways to restart a Charge 6. 

My apologies in advance if I am misunderstanding your issue. You mention that the display goes dark and stops counting your steps. Unless you have the display setting at Always on, the display should go dark. This is done to save battery life. 

That said, you could try to change the display to Always on and see if your Charge 6 is tracking your steps. This help page (<-- click) has the instructions for enabling Always on Display. 

Just to let you know, I've noticed that my device sometimes lags in showing my current step count. It won't show the updated step count right away, but will update the step counts after a bit of time.