Charge 3 active minutes disappearing

[Ines2310]

My 38 active minutes turned into 7 active minutes when i was finished. I already tried to restart fitbit by putting him into a charger and put a pin in it. Then it shows the 38 minutes again for a couple of minutes and then it disappears again. Very frustrating. Weird thing is that it still counts the minutes for my active days...

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome on board @Ines2310, it's nice to see you here!  Thanks for taking the time to restart your Charge 3, nice way to go!

While reading your post I was wondering if by any chance you've been manually logging activities? Typically, your data will be recalculated if you manually log an activity as the manually logged activity takes precedence over the data tracked while wearing your tracker at that point in time. For example, if I am wearing my tracker and walking and I reach 10,000 steps, then I go to the computer and manually log an activity that starts and ends at that point in time for say 1 hour, Fitbit will calculate how many steps you took and it may bring my step count to something below 10,000 steps. To clarify, activities should only be manually logged when you forget to wear your Fitbit.

Don't want to be redundant, but please keep in mind that what is provided in the article: What are active minutes is the key to earn your minutes. 

Hope this helps, let me know if you need further assistance! 

[Ines2310]

I didn’t log my walk manually. During the walk it was calculating the active minutes. When I ended it, the 38 minutes changed into 8 minutes at first and then suddenly into 7 minutes. afterwards I put the fitbit in the charger and put the pin in it to restart. The 38 minutes appeared again for two minutes and changed back into 7 minutes...

Verstuurd vanaf mijn iPad

[eno1177]

Hi there - did you ever fix this issue?  Mine has been doing it for a few weeks. 

[Ines2310]

Fitbit recommended me to do a long restart. After doing that a couple of times, the problem seems to be solved. I hope it will solve the problem for you too.

Instructions for the long restart:

To restart Charge 3 using the 15-second method:

1. Connect the device to the charging cable.
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration.
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur.
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

[KT0902]

Hi! I just tried this and still doesn't work, can anyone help? 

I restarted the tracker 4 times, each time the Active Minutes appeared on the tracker but once i sync with the phone app, the Active Minutes disappear from the tracker and isn't reflected on the phone app. any ideas? Please help! 

[xxHadleyxx]

My Charge 3 started doing this same thing about 10 days ago.  Active minutes, calories burned and steps just disapeer.  If i reboot they come back for a few minutes, on both the fitbit and the app on phone, but then a few minutes later it all goes away again.  The lower number also shows on the dashboard when I log into my computer.

I am not adding anything manually, so that is not the cause.  In fact, I am not doing anything differently than I have been doing over the past year and a half of ownership---but suddenly I can hike for 2 hours and now only show 10 active minutes at the end of the day---and the calorie counts are far under what was the norm on these days when things disapeer---it is clearly losing actual recorded things and not taking out some sort of overage.

I have tried rebooting, the 15 second method above, restarting my phone and looking for updates to the app (none).  If anyone has successfully fixed this, please post.Has anyone had any luck pursuing this as a warranty issue?  (I am in the EU and have a 2 year warranty).

[xxHadleyxx]

I just figured I would update---a warranty replacement is on its way to me.  I am releived that in Europe the warranty is two years.