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Brand new One, tracking steps fine, but zero active minutes. Defective?

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‎05-10-2016 12:57

‎05-10-2016 12:57

I just received my new (replacement for one that was no longer holding a charge) One.  I just did my normal lunchtime workout - 150 flights of stairs on the stepmill (30 min) and it tracked steps fine, but I got ZERO active minutes.  This is my third One - been using them for almost 3 years now - so I know what to expect and how it tracks.  Zero active minutes for that workout is WRONG.  Normally, I would not care, but our insurance plan uses the Virgin Pulse program and active minutes are very important for me now.

 

Do I need to report my new tracker as defective or is there some trick in the settings that I have forgotten?  I just set it up last night, and I don't think I missed anything.

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‎05-10-2016 14:57

‎05-10-2016 14:57

Thanks for taking a break from stepping to visit the Community @Chess. Sorry to hear that your One is not working as intended. I would recommend performing a restart to your tracker. Additionally, it could be a good idea setting it up once again as a replacement device. This might get you back on track.

 

Keep up the super stepping. Cat Happy

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