Charge 2 not counting steps after 22.44.12 firmware update

[Nate-Diggidy]

Hi there,

I updated my Charge 2 yesterday afternoon. I noticed stage behavior once my step count neared 10,000 -- it seemed like the device itself would get "stuck" counting the steps. Eventually it does altogether counting at 9,981.

I did the restart a few times and while it's no longer *completely* stuck, the counting is SUPER slow and missing 90℅ of my steps. 😢 Any advice? So far the new firmware is my scapegoat.

Thanks,
Nate

(edit: corrected an auto-correct)

[SunsetRunner]

Wonderful troubleshooting

Still counting fine here after the update..

Feel free to contact the Fitbit Support Team: India | United Kingdom | United States

Optionally check out Returns & Warranty before contacting support.

Mention what you've already tried to speed things up.

[MarreFitbit · Accepted solution]

Hey my friend @Nate-Diggidy, welcome to the Fitbit Community!  At what time did you do the firmware update? Be aware that if you update your tracker at midnight (when the tracker resets its data) you may see an inaccurate step count for 24 hours.

If that doesn't apply here, I'd recommend doing the following:

• Log out of your Fitbit App
• Force quit the App
• Restart your Charge 2 at least 3 times in a row
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App

I'd also suggest testing your device the next 2 or 3 days after doing what we suggested above. 

Thanks for your help @SunsetRunner! 

Have a nice day guys!

[USAF-Larry]

I did an update on my Charge 2 at about 3:00pm EDT yesterday, and then updated the Android App right afterwards. I did a Restart of both the Charge 2 and the Phone after the updates, and it has continued working fine since then.  I hope yours is working correctly today, @Nate-Diggidy.

[MarreFitbit]

Same here @USAF-Larry! 

Do you have any updates for us my friend @Nate-Diggidy? We're still waiting to see if the suggestions we provided worked for you. Keep us posted! 

Hope you have a great start of the week guys! 

[Nate-Diggidy]

Sorry for the lack of responsiveness... yes, I am happy to report that either time, restarting my phone, or a combination of the two has resulted in my Fitbit showing steps accurately again.  I believe it was later on that next day (following the update) when I had restarted my phone and noticed a more quick-to-refresh indication of steps taken.

So I think I'm good!  Thanks for the replies all.

[MarreFitbit]

Amazing news my friend @Nate-Diggidy! I'm glad to hear that you're back on track!

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community, so you can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Happy stepping! 

[SunsetRunner]

Happy Fitbitting

[SunsetRunner]

@MarreFitbit

Thank you for the steps. I carried them out to the letter (iPhone 6s iOS 10.0.2), and the step counter is updating on my tracker as I walk, unlike before where it was a state of frozen.

Thanks again!

[SunsetRunner]

I spoke to soon! Back to the step counter being non-responsive.

[Newster]

MIne does this too often.  I get stuck exactly at the same spot!!   I try running around to start it up again and it does, but it doesn't update with the lost steps.

[srmoenning]

@MarreFitbit if they worked correctly we shouldn't have to jump thru hoops to get them to sync properly. My Charge 2 stopped syncing ag 6:59am on Friday morning. I finally was able to get it to sync Saturday night by turning my phone off and then back on. The funny thing is that it is counting my calories but that is it,nothing else. I have also restarted my Fitbit and turned my Bluetooth off and on. I have all day sync on but when I try to manually sync it, my app cannot find my Charge 2.  I have contacted Fitbit tech support several times the over the last 2 weeks with separate issues. I'm starting to get really disappointed in Fitbit.

[Btull]

Owned Charge 2 only since 9/19 and starting last Sat. steps don't sync some part of every day,so I troubleshoot as directed to restart(sometimes >than once)and works for awhile,but this should not happen everyday now! Sync everything but steps-alittle frustrated....

[MaryHTurner]

Hello! I am having a similar issue with my device. It will stop counting steps randomly through the day 😞 I've tried the below troubleshooting steps but no luck in resolving the issue so far. Help please!