Charge 2 not logging active minutes

[curt_yeomans]

I'm hoping someone here can help with a weird situation I faced tonight. I just walked for 27 minutes, and my Charge 2 auto recognized that I walked for 27 continuous minutes, but it claimed I walked no distance and had no steps. The weird thing is my step counter counted every one of the more than 2,300 steps I took during that time and the distance counter logged the 1.1 miles that I walked, but the exercise log did not reflect either of those things and as a result I got no active minutes. I tried restarting the Fitbit, but that didn't work. I then tried force quitting and restarting my app, but again it didn't change things. I then tried to edit the exercise log by going in and adding the distance I walked, but it still would not recognize the steps I walked. I finally deleted the autorecognized walking and manually added walking and now it recognizes the steps I walked and the distance I walked under that entry.

The problem is it still won't recognize the 27 minutes I was walking (in continuous motion, no stops except once for 10 seconds after the first minute or so) as active minutes. Does anyone have any suggestions on how to fix this?

As a side note my Fitbit was down to 5% battery power when I was walking and it's had display problems lately (images flipped backwards and off to the side on the screen, lines appearing on the side of the screen, the battery image continuously sliding across the screen like — it's Linda Blair's head spinning around and spewing pea soup — when I plug my Charge 2 in for a recharge). I don't know if any of that might have been a factor in the active minutes issue.

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @curt_yeomans.

I’m sorry to hear about the difficulties you experienced with your Fitbit Charge 2. Thank you for the time you spent trying to get them resolved.

In addition to the restart, please try to change the clock face of your Fitbit device:

• From the Today tab in the Fitbit app, tap your profile picture > Charge 2 tile.
• Tap Clock Faces.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Install to add the clock face to Charge 2.

If you followed our recommendations without luck, the best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.