Two workouts merged into one and dropped workouts.

[PhaeWilk]

I'm a new fitbit user. I have the ionic. I've had a few frustrating glitches in my learning curve. My activity tracking has dropped three times in the middle of exercises and the data I do get doesn't seem to be accurate. Yesterday during my morning workout was my most recent occurrence - it always seems to be in the middle of something more physical like jumping jacks or mountain climbers. I'll fill a vibration and as I look down the fitbit symbol pops up then my clock face appears. I've also had GPS drop or not show up for huge parts of my workout, meaning more not accurate data. I have seen threads on these two topics - maybe solutions are in progress? My latest update on my fitbit app was August 6. 

Today's glitch I can not find any info on. This morning I tracked a 3.1 mile run and closed it out with no issue. My time was 32.12. I then did a casual 1 mile run/walk that I tracked as a walk and closed it down at 12.10.  My fitbit app does not show the work outs individually. It is showing a 47 minute run...the time isn't even correct. I'm so frustrated that I don't have accurate data for my 5K. I don't understand why the fitbit didn't count the workouts I tracked instead of doing an auto workout. 

Thank you for any assistance you can provide. 

[SilviaFitbit]

@PhaeWilk A warm welcome to the Fitbit Community. Thanks for getting in touch about this. 

I appreciate the detailed information shared and the research done prior to posting. I see where your frustration is coming from. 

I would like to start by letting you know that: All devices with GPS sensors require a direct path to GPS satellites to calculate location. A weak GPS signal might affect the accuracy of your route and other activity data. Your device uses your step count to calculate distance until it finds a signal, so the total distance calculated for a workout may be slightly less accurate when GPS isn't available for the entire time.

Since you've had some difficulties with GPS, please follow these tips to ensure your GPS signal isn't lost during your workout. 

Regarding the issue you had with your workouts, I would like you to make sure you're starting the run activity by using the exercise app in your watch. This will ensure that your distance is tracked. If your activity is auto-recognized by SmartTrack, it won't track distance. 

I'll be around if you have any additional questions. 

[PhaeWilk]

Thank you for your response. 

The routes where gps drops are routes I do often and gps signal usually isn’t an issue. It just randomly doesn’t connect some days. Just like my exercise tracking just randomly stops sometimes....I had a workout drop on Monday and while my app still tracked it no exercise points were given for it or the second workout I did to continue tracking....from my reading both activities should have received points based on where my heart rate was. It’s so frustrating to have a device specificities for data tracking and not have accurate data.

For yesterday’s merge issue....a run activity was started and ended on my Fitbit....3.1 miles 32.12. I evened this activity and immediately started tracking a walk. I did 1 mile of run/walk in 12.10...I stopped the activity. When I synced to my phone App they were merged into a 47 minute run...with no data breakdown. I can’t find the two separate workouts anywhere....it’s like the auto tracker took over. I break run workouts into two separate trackings often so I can specifically track my 5k data....I haven’t gone back through my past activities to see if the merge has happened before. 

Speaking of runs/walks being tracked by stride length...I was just thinking about that today....a mile from one point to another is a mile no matter what my stride length is, yet today when I did a fast walk my walk tracker told me a specific spot on my walk was 1.1 miles when it usually tells me it’s 1,24 miles. Does the walk activity tracker not use gps?!! I’m most concerned about my mileage data being accurate. I use Fitbit’s activity tracker, my husband uses Strava & map my run on his phone, and all three give different mileage readings, and I always have to go further to reach a mile that he does (for instance when he hits one mile I’m anywhere from .1 to .15 miles behind and that makes no sense because a mile is a mile no matter how long your stride is. I have no idea which app is correct, but if I’m actually running more than what Fitbit says is a mile that means none of my data is correct.  

[SilviaFitbit]

@PhaeWilk Thank you for getting back. I truly appreciate the information shared. 

It's pretty weird that your Ionic is just randomly not connecting some days. Keep in mind that even though it's the same route, you need to have a clear view of the sky when you start the exercise. Environmental factors, including tall buildings, dense forest, steep hills, and thick cloud cover, can interfere with your device’s ability to connect to GPS satellites. If the signal is blocked—either because you're indoors, underground, or due to another reason—GPS won't work.

Regarding the inconvenience that you had with your activities, please restart your watch and continue monitoring its behavior. Please double check that you're starting the activity before running and ending it, this to avoid that the activity is auto-recognized. 

In regards to the distance that's being tracked, the stride length will be calculated using your height this could be the reason why you're not getting the same data than your husband, please calculate your stride length by following these instructions. 

I'll be around if you have any additional questions. 

[PhaeWilk]

I’ve done a lot of reading on this and have followed the suggestions. I’ve restarted my FitBit Ionic several times and the glitch is still happening. I’m saddened that this glitch seems to be so common. For what we paid for the Fitbit I’d love to see more reliable quality. My device is just under three months old. It started about a week or two ago with the Fitbit logo randomly popping up, then today after a 20 mile bike ride I noticed the screen glitching out. 

I need to know who to contact regarding this issue. 

 

 

  

[Odyssey13]

All you can do is get with customer support @PhaeWilk. Please keep your posts in this thread so you can have all your responses in one location. You already have Moderator @SilviaFitbit helping you.

[SilviaFitbit]

@PhaeWilk Thank you for getting back. I truly appreciate the pictures attached showing your Ionic screen glitching. 

Sorry to hear that you're experiencing this with your watch that's 3 months old. In this case, I've shared your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

@Odyssey13 Thank you for merging the post here! 

I'll be around if you have any additional questions. 

[PhaeWilk]

I'm confused as to why my posts were merged because they were two completely separate issues. My first post had not had any activity for weeks and in my opinion that that thread was closed...though I'm not sure the issues were resolved.

My screen display glitching out is a completely different issue that I didn't even post about until researching the issue in the community and trying some of the suggestions. 

[PhaeWilk]

Thank you Silvia. Someone did reach out yesterday. I picked a new fitbit approved watch face and installed the new system update. The glitch is not gone and became worse throughout the day.

Today was my first time trying to wear the fitbit since the glitch appeared on Friday. It was nice to be able to track data again, but the screen issue is frustrating. I used it to track a walk this evening and by the end of the walk their was barely a display - I had to guess where the end button was because I couldn not see it.  I've sent the support email updates throughout the day with pictures and videos. I will be trying a factory reset next. 

[PhaeWilk]

Did a factory reset. Issue not resolved....and I forgot to sync before doing so and lost the workout/steps I just did. 😞 I was able to manually log. Sent update and pics to the support network. I get the delay, but I have an expensive devise that was a gift that not even three months old that doesn't work. 

[SilviaFitbit]

@PhaeWilk Thank you for updating the thread with the pictures of your Ionic's screen. 

Sorry to hear that even after performing a factory reset the display hasn't worked and you lost your workout steps. Please continue the communication through email, our team will be more than happy to continue helping you. 

I'll be around if you have any additional questions.