Steps recorded, but no activity recorded?

[kubu4]

My child has been active and has had some decent step counts the last two days. However, the app shows 0 minutes for both light and active activity. 

Any ideas on what's going on here?

 

[MrVacca]

Hey @kubu4 

I actually had the same exact problem with my daughters Ace watch. I went onto her watch and changed the move goal to a different goal and then that following day, I noticed that the app actually tracked the light and active minutes. Here’s what mine looks like, you can see where it didn’t track and then when I made the change. 

Hope this helps, keep us posted! 

Bill

[MrVacca]

 

[RiekoC]

Hello @kubu4 

If you haven't changed the goal yet and are still seeing no data in the Light or Active columns, please check the Activity tile on your child's Ace and let us know if you see any data in the Light or Active sections. This information will be helpful for the team doing troubleshooting.

Many thanks!

[HockeyMommy]

Hi All,

We are experiencing same issue. Kiddo had 1.5h ice hockey class this morning and no activity sent to my phone. Even the values on his phone is not reflected correctly on my end. 
Could you please advise?

thanks!

 

 

[MrVacca]

Hey @HockeyMommy 

Thanks for sharing the screenshots, especially the one of the watch showing the active minutes but the app not showing anything. Would you mind testing something out? Change the move goal minutes to a different setting and see if that fixes the app results (it took me the next day for them to appear in the app).

Keep us posted if this works or not, thanks for your help!

Bill

[FrozenHockeyMom]

Hi Bill,

I did that yesterday, and kiddo is currently in hockey and app is reporting nearly 2000 steps and still zero active minutes. Not even light activity. Do you mean wait 24h since changing settings?

thanks!

[kubu4]

Thanks for the info.

Admittedly, just after I made the change to my child's movement goal, they mentioned to me that their watch had updated that morning (Saturday).

So I'm not sure if it was the software update or the modification of the movement goal, but the activity meters are now showing activity in the FitBit Ace LTE app.

[MrVacca]

Thanks for letting us know! I will pass it along to the team that this worked. 

[MrVacca]

Hey @FrozenHockeyMom - I think it should have updated today since you did it yesterday. I’d double check that the app has been updated to the latest version. If it still doesn’t work by tomorrow, you might want to try doing a factory reset on the watch. 

Best of luck and keep us posted how it goes!

Bill

[HockeyMommy]

Just to update, in case of others running into this same issue, we did a software update on the watch itself, as well as reinstalled the app on our phone. It works now, but because we did both, cannot definitively say whether one or the other was the fix. Thanks for all the help!

[MrVacca · Accepted solution]

Thanks @HockeyMommy - I confirmed with the product manager that it's the update that fixed it. Users need to update the app and the watch to the latest version if this issue continues.