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Charge 2 not recording GPS distance

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‎10-13-2019 02:39 - last edited on ‎09-08-2020 12:06 by Fitbit Moderator

‎10-13-2019 02:39 - last edited on ‎09-08-2020 12:06 by Fitbit Moderator

Hi,

When I've been going out on my runs I always use my Fitbit charge 2 to record them and then upload the details to Strava. All of a sudden my Fitbit is recording the route but not the correct distance.

I have tried a reset of the watch and deleted the connection to the phone.

I run with my daughter she also has a charge 2 which I bought her the same time as mine and hers is working perfectly.

Any help gratefully received.

 

 

Moderator edit: updated subject for clarity

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‎10-14-2019 08:18

‎10-14-2019 08:18

@SunsetRunner Welcome to the Fitbit Community! I hope you're doing well!

 

Let me help you with your Charge 2 GPS distance and thank you for troubleshooting this issue. The Charge 2 doesn't have a GPS chip so it uses your phone's GPS to capture this data. Please follow these instructions to improve the connection between them.

 

Let me know how it goes.

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎10-14-2019 13:49

‎10-14-2019 13:49

datrigga1 - I am having exactly the same problem with my charge 2. I contacted customer support who weren't very helpful. Firstly they implied that they knew there was a problem but they werent doing much about it, then someone else replied to me and said they were aware of it and hope to get it rectified, but there was no timescale given. I tried all the steps that they recommended too, with no improvement.

 

First occurrance of the problem and I had no tracking at all (just a single dot on the map), second time, it worked for the first 10 minutes of parkrun then failed and didn't record the full distance, most recently it was incomplete again.

 

From what I can tell, this is a phone connection issue, not a GPS issue, because if I track using strava at the same time, strava tracks perfectly, but fitbit fails to record distance properly, and gives me totally the wrong pacing data, which is great (not!) when you are trying to pace for Parkrun. 

 

Out of interest, what phone are you using? I'm on a Huawei using android.

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‎10-15-2019 01:46

‎10-15-2019 01:46

Could be the sync issue.  Mine has been doing the same.  There is a currently an issue holding phone connection.  I am using Strava as a backup app in case the Fitbit fails to hold the connection. 

 

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‎10-15-2019 06:25

‎10-15-2019 06:25

Mine is doing the same

Fitbit aware of the situation and awaiting a roll out to update (apparently)

But this been ongoing since august!!!!!

I wanted to upgrade, but worried about fitbit's lack of information or urgency

so it maybe time to look at other makes

 

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