Running activity isn't tracked complete

[Shubie]

Hi, for the last couple of runs that I have been on, my Fitbit appears to map a single run as two separate activities. This means that I don't have a complete set of data to look at as I have to toggle between to activities to understand that stats!.  This has happened despite the fact that I manually start the run activity on my fitbit and has happened in two different locations. My syncing device is a Galaxy S9. Other activities (eg cycling) don't seem to be affected. Any idea what's going on? Thanks.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

It's great to see you around @Shubie. Thanks for the details mentioned and the troubleshooting tried. 

It's pretty weird that your activity isn't tracked complete. I would like you to restart your Ionic and then try tracking another activity by manually starting it from the exercise app. 

You could try tracking it with SmartTrack but this time, try lowering the time auto-exercise recognition setting to 10 minutes, this may help ensure they record properly.

Let me know how it goes. 

[Shubie]

Hi @SilviaFitbit , thanks for coming back to me.  I restarted myt fitbit as requested. and went for another run, however this time I turned OFF the autorun feature (I prefer to control when the run kicks in). I also changed the auto lap counter to 1 mile. This time the run started however it stopped again, this time after a mile.  Therefore, what I think is happening is that my fitbit is logging my run when I start it manually, but stops automatically after the first 'lap'. As I didn't have the autorun on, my fitbit then didn't log any of the run after that.  This doesn't seem right - why would my fitbit stop logging the run that I have manually started after one 'lap' and not when I manually stop the run myself?

Thanks for your help.

[SilviaFitbit]

@Shubie Thanks for getting back. Sorry for the delayed reply. 

I appreciate the troubleshooting performed and the time you took to manually start the activity. 

Sorry to hear that you're experiencing this while tracking your run activity. In this case, I would advise you to manually log it in order for it to show in your Dashboard. 

We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

[Shubie]

Hi @SilviaFitbit . Thanks for coming back to me.  Just to clarify, you say you are aware of this issue - does this mean other people are having this problem or is it just me?

It's disappointing that you cannot provide a more sustainable fix than simply 'manually log it' - this defeats the object of having a fitbit. If the activity tracking doesn't work properly, then what is the purpose of the fitbit? 

Hopefully the team will be able to resolve this quickly - I enjoy my fitbit and don't want to have to consider other options.

[sfringer]

@Shubie this is, indeed, an issue that goes back to nearly the launch of the Ionic. I found a workaround to the Exercise app stopping after the first "lap" completes; you need to interact with the screen at some time prior to the first lap. Swipe on the screen should do the trick.

Here's a previous post on this issue from April of 2018.

[Shubie]

@sfringer thanks for the tip - I'll give that a go.  Hopefully Fitbit will resolve this issue though as I'm too busy concentrating on breathing to worry about interacting with my fitbit at a certain time 🙂