Charge 2 having accuracy and syncing issues

[AppleTosh]

Hi there,

I've had my Charge 2 for about 1 month now. I wear it all the time, except under the shower. I'm moderately active, I work out 3 days a week. I have observed some changes in data reported, comparing "when I started wearing it" versus "the last few days". The only thing I know that changed was my FitBit mobile app was updated recently (I use Android phone, update was 3 or 4 days ago). Ever since, it's also syncing slower / more difficult with my Charge 2.

When I first started using the device, I noticed:

- floors climbed was reported wrong, usually reporting more than I actually went up/down

- steps count was off - by about 15% extra, as compared to another pedometer

- sleep data was pretty accurate, especially sleep intervals were accurate and I could see some sleep breakdown data

- I was waking up with 200-300 steps, which presumably, happened in my sleep (again, not accurate wrist movement reported as steps)

- it was not automatically recording my workouts, it detected only treadmill/runs (I suppose, based on the heart rate). This is inconvenient, but again, I can manually log the exercises in the app after I do my workout. However, I'd like to improve the "auto-detection" of the workout.

In the past week or so, I noticed the device behaving erratically:

- I am missing sleep data completely, 3 out of 5 nights now

- step count seems to be more accurate - I only wake up after a night's sleep with 7-10 steps counted

- stair climbing is completely off, I went up and down 12 floors or so, and the device reported 3

- it's not detecting treadmill/run exercise anymore. It's detecting "walks" when I am standing still.

I have followed advice on this forum. I wear the device snug on my hand, 2-3 cm above the wrist... and also switched the Heart Rate monitor from "Auto" to "On", and produced even worse results: 

- it shows me as "active", like, almost whole day. The mobile app dashboard reports 200+ (300 one day) active minutes, when I am actually working an office job, without much physical effort

- it shows my heart rate at "peak" levels randomly through the day, even if I am not doing anything special

- it auto-logs exercises such as "walking" for brief periods of time during the day (I get anywhere between 12 - 16 minute walks throughout the day), when I am actually sitting at my desk.

- if I stand and go to the kitchen and grab a coffee, my heart rate goes to "peak" levels

I'd like to mention that, aside from the Mobile app update, nothing changed with my Charge 2. I wear it like before, I care for it by simply cleaning it with damp cloth and rubbing alcohol after workouts, to eliminate sweat and residue, since the strap as been known to cause me rashes. It wasn't dropped or tampered with, I charge it when the battery is low.

Any suggestions on how to proceed?

Moderator edit: updated subject for clarity

[SelmaFitbit]

Hi @AppleTosh good to see you again, its great to hear you've enjoyed your Fitbit for one month already!

Thanks for bringing this to our attention also for checking on the article How do I wear my device?  and follow the steps for better accuracy, the time you took on this and providing all these details is really appreciated. 

Regarding the difficulties that you're having to sync your tracker, I'd like know what mobile device are you using?

You could try the steps on this help article. Note that if you're using a device that isn't on our compatible devices list you may encounter some difficulties to sync as this devices haven't been tested fully and we can't guarantee full functionality of all features. 

Also, between the steps that you're going to follow to troubleshoot the syncing issue, you may find the restart. This specific steps may help if your tracker is having any difficulties to track your daily information. 

Keep me posted on the results! 

[Mysticalnz]

I'm also having these troubles I have had no recordings for two days now as phone charge 2 has been unable to sync to my Samsung j2pro.  I am needing to keep track of me exercise and sleep for medical reasons which is hard to do when I can't sync the two togeather

[AppleTosh]

Hi, and thank you for replying.

As mobile device, I am using a Samsung Galaxy S7, with Android 8.0.0. I always try to keep device software up-to-date.

I have restarted the tracker, I also cleaned HR sensor with rubbing alcohol + cloth.

Heart rate data is still missing, for days, chunks at a time. Because of this, I guess the exercises / calories burn are not registered accurately. Sleep data is still not accurate:

- 1 night missing sleep data completely

- the other night I got partial sleep data (from 23:00 to 3:00, when in fact I woke up at 6:30). I get the sleep data breakdown in sleep stages, just not the full sleep interval. I suspect the HR monitor issue caused the tracker to believe I woke up at 3:00 and haven't gotten back to sleep again.

I went for a very light run/brisk walk yesterday and the tracker registered 33 minutes of "walk". It was in fact around/under 25 minutes. What I also noticed is the distance reported wrong: 3.2km as opposed to Strava which reported 1.8km. I understand that, Strava has GPS accuracy, so it's OK to be more accurate. I don't expect my Charge2 to compare with Strava, but I can't imagine it's so far off.

I do not expect the Charge2 to be "perfect", and I also do not take it as such, but I do expect to give me some data with a margin of error that I can predict (say, 10-15% in most cases), as this will help me keep track of my daily activity. But, when the margin of error is unpredictable, I don't know what to make of the data. I don't mind a margin of error of 50%, as long as I know it's consistently 50%.

Is there a way to set "activity level"? or "fitness level"? would that help the app estimate burnt calories perhaps?

[SelmaFitbit]

Hi @Mysticalnz, welcome to the Fitbit Community!

Thanks for the details on the syncing issue you're experiencing @Mysticalnz, in this case since you mention that you're using a device that isn't part of our compatible devices list this may be the reason by you're having difficulties to sync. However, you can always try the tips provided on the following article: Why won't my Fitbit device sync?  as many users have got their trackers to sync, but the functionality of all features can have some difficulties from time to time. 

Thanks for getting back and for all the extra information @AppleTosh, before moving forward, I'm aware there is a new OS for Android devices, please make sure it is updated and then ensure the updates on the app are also done. This may be affecting the way the information is going to your app or account. Have you checked if the information is showing the same way on a Web Browser? 

Regarding your question, at the moment there isn't a way to select your fitness level. You'll have a similar option if you have a food plan where your select how active you are and the calories you'll need eat and burn to loose or maintain weight. But so far the best way to have an accurate number of calories burnt would be by checking your personal information is correct on your account (gender, height, weight, age) and ensure your information is being tracked correctly.  

If after trying these tips, any of you two happen to need more assistance, please let me know!