One not recording active minutes

[Whitneykitty]

My Fitbit will not record my active minutes. I will sync it with my phone and it will show some and then they disappear. I have tried resetting several times but it still won't. Help!!

[MariamV]

@Whitneykitty welcome aboard! That sounds pretty unusual. Thanks a million for restarting your tracker beforehand. Restarting definitely refreshes any glitch your tracker may have been experiencing. Please check out this thread on a better and more detailed explanation on how to earn active minutes. Let me know if you have any other question, I'll be happy to help here. 

[Whitneykitty]

I know how active minutes work. I had a Fitbit zip for a few months that was a loaner, and that always tracked my active minutes. With the one, I can excercise for an hour and it still won't show any. 

[MariamV]

@Whitneykitty Thanks for getting back to me! Hey, I see you have tried to restart your tracker several times to no avail. However, I recommend trying once or twice again:

1. Plug your charging cable into your computer.
2. Plug your Fitbit One tracker into the charging cable, making sure that the gold contacts on your tracker align with the gold contacts in the inside of the charger.
3. Hold down your tracker's button for 10-12 seconds.
4. Remove your tracker from the charging cable and press its button until the screen turns on.

Also, please keep in mind that the more calories and steps you burn the more active minutes you'll earn too. Keep an eye to your calories and active minutes graph. Check out this post! Keep me posted! 

[katidid700]

I understand that there is a formula for active minutes but if I am walking around my house even at a normal pace, it shows my steps but doesn't count any active minutes. If I am actively moving for more that a few minutes, it should count those steps as active. I have actually tested this. I would be stepping for up to an hour, yes 60 minutes without stopping and never counted 1 of those minutes as active. 

Just my personal opinion, but if you are "moving constantly" even if you aren't at a faster pace than normal, those steps should be considered as active. Maybe change the formula from just shorter time with more steps AND longer times with normal steps. 

[Bones49]

My minutes have all been erased along with much of my diet information. This happened suddenly today.

[MariamV]

@katidid700 thanks for your feedback! Please note that your tracker recognizes and awards active minutes when the activity you're doing is more strenuous than regular walking, which includes everything from a brisk walk to a cardio workout or run. Also, the formula is already within Fitbit's algorithms and it doesn't seem like it would be easy to change it. Thanks for your feedback though! 

@Bones49 that definitely sounds quite odd. Have you tried restarting your tracker by following the instructions from this post right here? Just out of curiosity, has this ever happened before? Do let me know. Make sure you are syncing at least once a day since your One will store detailed data and stats up to seven days. 

[Bones49]

I'll try doing that. It's never happened before and I just got it and I've been using it correctly. I think it started after I updated the Fitbit app now that I think of it.  

[MariamV]

@Bones49 thanks for getting back to me! Thanks for taking the time to take a deeper look into this by performing the troubleshooting steps I posted above. Please give a try to the restart process and post back with the outcome. I'll be looking forward to your new comments!  

[Bones49]

I restarted and also reinstalled the app.i double checked and I don't think there was an update actually. So I'm not sure why this happened suddenly.  

i think the issue is with the app.  The device works correctly.

When I go to my laptop all my data is still there.

[MariamV]

@Bones49 thanks for getting back to me! That doesn't sound like normal behavior. The best course of action would be to contact our Support Team for further assistance. They definitely have the proper tools to take a deeper look into your tracker's behavior. When you contact them, I recommend letting them all the troubleshooting steps you've done so far to fix it. By doing that you'll be helping them to provide you with a quick follow up. Good luck and keep me posted!