Light and active stats staying at 0

[Bamm83]

For the last few weeks, my son's movement "light" and "active" stats are not recording and therefore the noodle stays at 0 the whole day.

I know that he is active because he's worn it on long walks, long bike rides, hikes, and sports, but ends up at the end of the day with "0" active points.

The watch continues to count "steps" however. It had been working perfectly up until 2-3 weeks ago. Any help would be appreciated!

[RiekoC]

Hello @Bamm83 

I've reached out to see what the recommended steps are for this issue.

Have you had a chance to restart your son's device to see if that will get his Ace "unstuck"? That's the usually the first troubleshooting step to try.

[Bamm83]

Yes. I have attempted a few restarts.

[RiekoC]

Hello @Bamm83 

Thank you for letting us know that you've already tried restarts without any success.

Please submit feedback using the Ace LTE app. Tap on your picture/icon in the upper right of the app and select Feedback. Complete the information and submit. The team receives and reviews all reports. They may reach out to you for further information.

[FitbitBen]

Hey Rieko, Bamm - do you mind checking what version your watch is running? (it sounds like the watch might be running an older version that doesn't connect these stats to the Fitbit Ace app)

The current version is Season 2 (info here).The watch will typically update automatically when it's on charge and on Wi-Fi overnight, but here's more info to check what version you're on and manually update (if needed):

https://support.google.com/fitbitacelte/answer/14957839

Hope that helps! Thanks for being part of the Ace LTE community 🙂 

[Bamm83]

Well yesterday it started recording his active minutes and the progress
worked. I'm not sure what I fixed, but I believe multiple restarts worked
eventually! Thanks for your help!

[RiekoC]

Hello @Bamm83 

Thank you for letting us know that your son's Ace LTE is back to tracking his active minutes & activity progress.

If his Ace LTE starts acting up again, please let us know.

[FitbitBen]

That's great news - glad to hear it! 

(For anyone else who encounters this issue, this feature does require Season 2 or newer, so please check your watch has the latest season update applied and then wait a few hours to see the data in the app)