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Charge 3 loses gps connection when Samsung phone is locked

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Hello I use my Fitbit charge 3 for running as I recently joined a club but my phone loses gps connection with the Fitbit as soon as I lock my phone as it’s kept in my pocket I have checked all the settings and been on live chat twice who told me to reset my charge 3 but nothing seems to be working, thanks lily

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Welcome on board @Lily_! Thanks for already contacting our Customer Support Team for this issue with the GPS. You're in good hands! 

 

Have you checked if the mobile phone you're using is included in our list of supported devices

 

Your Charge 3 uses connected GPS which works with the GPS sensors of your phone. Probably, your phone lost the connection while you were running. This may have happened as a result of different environmental factors such as tall buildings, dense forest, steep hills, or a thick cloud. That may interfere the signal. 

 

I'd recommend turning off Wi-Fi on your phone when using GPS for a better experience. 

 

Also, try the following:

 

  • Open the Fitbit app to reestablish a connection with your tracker.
  • Reboot your phone.

There are also some requirements you should check out. Please take a look at this helpful article for more details on this. You can also check Charge 3 User Manual (page 36) for information on tracking GPS exercises with this new device.

 

If the issue persists, please keep the conversation with out team so they can further assist.

 

Hope this helps!

Maria | Community Moderator, Fitbit


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Hello, Sorry not sure if you read my query correctly. My phone loses the connected gps as soon as my phone is locked, i know this as i have been on a run holding my phone and everytime its locked gps is cut off and once i go back onto the app it establishes the connection but my gps map shows strange straight lines from each time ive reestablished the connection. My phone is compatible galaxy s9. Ive been told about the trees etc but the issue is i used to have an iphone and this was never the issue the maps of my routes were always accurate but as ive been priced out of an iphone i now have a samsung as this issue is occurring. As of yet none of this solutions have fixed the problem. Please let me know what else needs to be done as im no longer happy with my Fitbit. Thanks lily

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Thanks for getting back @Lily_! Sorry for the misunderstanding. I was wondering if you've checked that the Fitbit app is allowed to run in the background on your phone? For more information, see Why is the Fitbit app sending a notification to my Android phone?

 

Also, see the following requirements:

 

 

Hope this helps, let me know how it goes this time! 

Maria | Community Moderator, Fitbit


Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...

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I am having the same issue. When I open my phone back up during a run it catches back up. It was fine 2 weeks ago but the last week it's been doing this and not giving me voice cues. 

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Hello, i found that the issue with mine was that my phone was on battery power saving mode, may be worth checking too ☺️

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I will certainly try this on my next run! Thank you!
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I will certainly try this on my next run! Thank you!
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