Steps while charging

[Cdarnell]

I set up my fitbit ionic last night. I left it on the charger all night and when i woke up this morning it shows 40,000 steps. It does not show specific hours so when i logged driving it did not delete the steps. How can i fix this. I also restarted the fitbit.

Moderator edit: edited title for clarity

[MarreFitbit]

Hello there @DChrysler, @bobbycorno, @Hebrews12-1, and @annie_netta! Thanks for taking the time to troubleshoot this inconvenience. I totally understand where your concern is coming from, let me do my best for each of you. 

Can you guys let me know if you checked if there was a fan or anything that may have been buzzing or vibrating on the same surface that Ionic was placed on? If so, try placing Ionic on a different surface without any vibrations and see if the issue persists. 

If the issue persists and you're pretty sure there is nothing vibrating on the same surface as Ionic and it continues to count steps on it's own, please let me know so I can move forward with the next steps. 

I had a similar issue a long time ago. I left my Ionic laying on my CPU and due to the vibrations from it, my tracker was tracking steps.  I faced with this twice in a row until I decided to charge my tracker from the CPU to my Mac.

Sorry to hear you go @Nunleykimberly! Don't you have an Ionic any longer? 

I'll be around, so please tag me directly with your response.

[Nunleykimberly]

I use to but I sold it.. was tired of it adding steps..

Sent from my iPhone

[annie_netta]

@MarreFitbit thanks for replying! I did check and I did not have any fan or something that could have been vibrating. I did the automatic shut off and my Ionic seems fine now. I was just wondering how to negate my steps and undo the badges I earned. Thanks!

[Paul_F]

I am having the same problem and it's a real bummer.  Some power sources add steps and some do not.  Seems haphazard to me, but definitely annoying.  I tried the restarts and usual "solutions" without luck.  This Ionic is impressive but also pricey and buggy.  I see this problem has been bouncing around for 2 years without resolution.

[annie_netta]

@MarreFitbit I tried moving my Ionic in case it there were unseen vibrations. Still logged 12000+ steps and I was not wearing it. I tried restarting it it but it still counted phantom steps. I was not even charging it one night and I still got the random steps. I am unable to negate my steps because my Ionic does not have a specific time range and when I try to set 'driving' for all day, I get no response about my steps being cancelled. Also, my Ionic has trouble resetting itself to zero, because now I find it rolling steps over to the next day.

[MarreFitbit]

Thanks for the update on this @annie_netta and @Paul_F. Since this sounds a bit more serious, I've created a Support Case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know. 

[Kate_inglis1]

Hi, I am having this same problem. I took your advice and reset it 2 times and the steps are still on 4,000 when I had it on charge all night and woke up about 10 mins ago. Please help!

[Captain_Chaos]

20,000 steps as it sat on the table last night, with all the problems I have had it’s time to change brand....gutted!

[DChrysler]

@MarreFitbit

I have tried 2 different locations to put my Versa while it's charging.  One surface was on the floor of my bedroom.  The second surface was my nightstand.  No fans blew on either of these locations and I got the phantom steps on both surfaces.

I also tried setting my Versa on the same surfaces but not on the charger, and there were NO phantom steps logged.  So, my conclusion is that the phantom steps only occur while the device is charging.  Thoughts?

Dina 

[MarreFitbit]

Thanks so much for the update @DChrysler, @Kate_inglis1, and @Captain_Chaos! Since this sounds a bit more serious,  I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

[Harry222]

Hi, I am replying to you on August 18, 2018.  And the problem has not been address.  See numerous posting regarding this issue.  Restarts do not fix the problem.

[Harry222]

Just to share my experience with you.  I did not have this problem with other Fitbit device, it started with Ionic.  

At first I thought it was the charging method dependent so I stopped charging it from the iMac.  Then it happened when its plugged into a wall outlet.  So the natural assumption is that its charging related.

Then last few nights I had decided not to wear it in bed.  I got steps anyway in the mornings without wearing it or charging it.

Motion, vibration, wind speed, atmospheric pressure, etc......  It's the Ionic....

[Andrea_Davis]

I took my fitbit off Saturday night at 9:00 to take a shower.  I accidentally put it in the clothes hamper and couldn't find it all day Sunday.  When I looked at my smart phone fitbit sync it said I had 53,000 steps and received 2 new badges.  I never found my watch until 5:30 this morning (Monday) and it had already had 3,300 steps on it for Monday.  It was just sitting in my clothes hamper.  What in the heck is going on??? I paid a lot if money for this thing.  What should I do to correct this problem.  And yes I have rebooted and restarted several times.  

[Harry222]

Call customer service. They will replace it. It’s the watch. Not you. Not software.

Harry

[Andrea_Davis]

Ok thx I will do that.  Andrea


Sent from my Verizon, Samsung Galaxy smartphone

[LeeCopland]

That is just untrue, the issue lies in the software not the device.

Please don't spread misinformation

[DChrysler]

Actually, FitBit support told me the same thing:  hardware issue not software.  They sent me a new device and I've not had any phantom steps since.  I will keep watching it, though, just to make sure.

[Andrea_Davis]

I didnt even have my fitbit on yesterday (Sunday 55,000 steps)  that's crazy!!! Wasnt even on charger.The credibility to this watch is going down the drain fast for me!!!

Sent from my Verizon, Samsung Galaxy smartphone

[MarreFitbit]

I'm glad to hear that you've been in touch with our Support Team @DChrysler, @LeeCopland, and @Harry222! 

Welcome on board @Andrea_Davis, it's nice to see a new member here! Remember that the wrist trackers count steps depending on the movement of your arms, when you are driving or for example when your tracker is close to a fan. In these scenarios, your tracker counts steps due to the vibrations. You can learn more about how your Fitbit tracks steps by checking out this post. By any chance, were there any kind of vibration where you left your tracker?

Looking forward to your response! 

[Andrea_Davis]

No there was no way unless we were having earth quakes I found it in a bundle of clothes in a hamper, the only thing I could think that could possibly have made it do that was the hamper was next to AC vent in the floor. So IDK.  I was also having trouble with it sincing to my phone.  But I took it back to verizon and they swapped out the watch and I am now back on track.  I have had this watch less than 30 days.   


Sent from my Verizon, Samsung Galaxy smartphone