Charge 2 under counting steps

[Worrie67]

Hi All,

Both my wife and I have Fitbit charge 2's and lately hers has been under counting and we cannot figure out what the issue is. We have done the following.

1. Both have been reset

2. Set step distance calculated correctly

3. Walked a 3.3Km (3300m by .7m step size is 4700 steps) course with me wearing both, counts my fitbit 4500, hers 4450, this is acceptable variance)

4. Repeated the above with wife wearing both, my fitbit 3100, hers 3150 which is 30% less steps, this is confirmed as the total distance is also down about 30% to 2.3Km

Does anyone have any ideas, she is about tolook for an alternative and is not happy at all. What could she be doing that would adversely effect these results? Makes no sense at all.

cheers

W

[AlvaroFitbit]

@Worrie67 It's great to see that you've visited the Fitbit Community!

I will assist you with your distance calculation and thank you for taking the time to test the devices. At least we know that with you the devices do detect the distance correctly. The main difference could be the arm movement your wife does when walking and her stride length (which can be measured following these instructions). Your device will detect the movement on your arm and translate that movement into steps. There are situations in which your arm may be still but you could be moving or walking. This may happen when you are pushing a cart or holding bars while walking or doing treadmill. For added sensitivity you can try wearing your device on your dominant hand but select that hand as non dominant on the device’s settings to make it more sensitive to movement. Also make sure your hands are moving so the device can properly track your steps.

Let me know how it goes.

[Worrie67]

Hi Alvaro,

We have already recalculated step distance and even the inaccurate information on my wife's fitbit confirms her step is 73cm.

We have change the setting in regards to dominate and non-dominate hand and this has made no difference. In regards to arm swing, hers is much more noticeable than mine.

[Worrie67]

Latest information

If she puts her fitbit in her pocket it records the correct step amount for the distance. Anyone have any ideas why incorrort when wearing correctly on wrist?