One lost active minutes and not auto recognising activity

[Sarah735]

Hi,

I'm hoping someone can help me!!

I synced my one earlier today and it showed me having 109 active minutes from walking around however when I synced it again a few hours later, it deleted all the active minutes, despite having done some more walking since then.

Also, it isn't auto recognising activity. I've been away this week and walked (for periods of more then 10 minutes a time) and it's never once auto recognised it and added the walk.

I have tried syncing to the computer and with my phone plus doing a reset and nothing has worked.

Thanks
Sarah

[SunsetRunner]

Hi @Sarah735

Can you verify that the timezone setting is correct? (If automatic timezone is enabled, feel free to disable and select the correct timezone manually).

After sync'ing, the new timezone will be used.

Automatic tracked exercises

Your Fitbit One isn't able to track exercises automatically.

The SmartTrack™ feature available with Fitbit Alta™, Fitbit Blaze™, Fitbit Charge HR™, and Fitbit Surge™ (to date)

[Sarah735]

Hi,

Re the auto tracking I realised that's on my app because I also have a charge hr that I use when exercising but I got the one for work etc as I can't wear a watch then.

The timezone is correct. It's on auto and showing Vancouver which is where I currently am on holiday. I don't understand why the timezone would have anything to do with it suddenly loosing 109 active minutes when they were there earlier on in the day?

[SunsetRunner]

When stats are 'lost' during the day, it could be 'cause the timezone being incorrect.. both the tracker & the app believing it's a new day.. since believing it's midnight.. based on the timezone being used.. then the stats appear on the day before instead..

Feel free restarting the Charge HR. Optionally check if automatic tracked exercises are enabled for the Charge HR, as those can be disabled..

Restart the tracker

URL: Click / Tap to open the Fitbit Help Article 'How do I restart the tracker?'

---

[Sarah735]

Hi,

I've been in Canada for over a week and both the app on my iPhone and the tracker have been showing the right time and syncing properly with no issues. The active minutes aren't showing on the day before, they were there on the right day and then when I synced two hours later I could see them just being taken off. I clicked into the active hours part of the app and i could see the lines on the chart and then as the sync finished they suddenly went off.

I have tried restarting to no avail.

[Sarah735]

I have just seen I have lost active minutes again from Saturday. I had 26 active minutes and they have gone off my stats again. I went to click into the graph for Saturday's active minutes which now showed 0 minutes and briefly you could see where they had been on the graph and then they went away. 

I have reset my One, force closed the app and made sure everything is running the most up to date firmware. It is getting very frustrating that it keeps loosing active minutes from my data!! 

Could it have anything to do with having a Charge HR and a One and the active minutes being gained from activity with the One not the Charge HR?