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Charge 3 Errors

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‎08-12-2023 01:29

‎08-12-2023 01:29

Hi, I want to report 2 errors which appear to be linked with software upgrades. I would be grateful if these can be fixed, please. For info, when I am using my exercise bike I wear my Charge 3 on my wrist (for heart rate) and my Flex 2 on my foot (for step count equipment). I have tried the Charge 3 on my foot, but it then shows interruptions in the heart rate track.

1) I am cycling for around 1h at maximum heart rate which is no longer picked up as an exercise.

2) When I sync the devices the steps on the Flex 2 are always overwritten by the step count on the Charge 3. It must be the higher step count that is logged, not the lower one. I have reported this before and it got corrected. Now this is happening again.

Thanks for looking into this.

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‎08-12-2023 08:50

‎08-12-2023 08:50

Good to see you participating in the community @CSKo.

Thanks for the details regarding the situation with the trackers.

I'd recommend you performing a restart in both of them. In addition, please follow the instructions in this article to improve the accuracy of heart rate information and check the information mentioned here about other factors that could affect your heart rate reading, this has been useful to other users who have experienced something similar. 

In order to get the step count from Flex 2 please, try to sync it a little far from Charge 3.

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‎08-16-2023 04:13

In response to ManuFitbit

‎08-16-2023 04:13

Hi, thanks for your response - much appreciated!

If I wear my Charge 3 on my wrist I usually don't have any issues, thanks, it is only if I try to use on my ankle in an attempt to catch both, heart rate and steps at the same time simultaneously.

I have reset both devices as recommended, but the issue that the lower step count on the Charge 3 overwrites the one of the Flex 2 remains. I was on my exercise bike again this morning. The Flex 2 indicated over 5000 steps which synced as 6000 plus steps, but only for a few seconds until the data of the Charge 3 came through. The step count then reduced to only 2000 steps. I am certain this is software issue. During the syncing process of the Charge 3 it should not overwrite the steps, if the logged step count is higher than what is on the Charge 3. I have tried shielding the Charge 3 and the Flex 2 in the past (by putting it into the microwave or the oven) but this had solved my problem. I will try this again later in the week, but I am not very hopeful.

Are you able to check the logic of your software? Thanks!

 

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