Charge 3 stopped tracking my run

[MrPeabody]

I have not used the charge 3 for a really long run yet and I did a 10k over the weekend.  I manually used the “run” exercise feature.  When the race was over I went to turn it off and it was already stopped at exactly 45 minutes.  So it did not record the last 15 minutes of the run.  It was tracking the pacing but then just stopped mid way through  mile 5.  What gives?

Moderator edit: subject for clarity

[AlejandraFitbit]

A warm welcome to the Community @MrPeabody.

Have you checked if the auto pause option is off? If you haven't, I recommend checking this by doing the following:

1. On your device, open the Exercise app > Run. 
2. Tap the gear icon or swipe up on Charge 3.
3. Find Auto-Pause and change the setting to Off.
4. Press the back button to return to the exercise screen.
5. Tap the exercise screen and then tap the play icon to start the workout.

In the meantime, keep in mind that you can always edit your exercise information.

Let me know if you need anything else. 😊

[MrPeabody]

Thanks for your reply.  I just checked and the auto-pause was set to off.  I believe that is the default and I never touched it before.  Also, I did try to edit it by adding the extra time onto the end of the run but it keeps bouncing back to the first time and does not let me save it.  There has to be another setting since I find it odd that it stopped at exactly 45:00 minutes.

GPS tracking was totally wrong also.  The GPS map showed 4.73 miles at a point that is obviously not that distance. It showed me ending at 4.73 before  the 5k even ended!  I had another 4 miles to go when it ended and displayed 4.73?

I'm getting obsessed now...

This is what the fitbit GPS showed:

https://imgur.com/TWKyGza

This is the map of the 10k course:

https://imgur.com/l6gsi6Y

I guess you can show this to your devs. 

All in all I like the Fitbit charge 3 a lot, but I was looking forward to using it for this race and this glitch is a disappointment.

Moderator edit: content

[AlejandraFitbit]

Thanks for getting back and for the information provided @MrPeabody.

I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

In the meantime, let me know if you need anything else. 

[Bishman90]

Hi my Fitbit is doing this also? 

[braelo]

I've had this on a few runs where In the middle of the run I would notice that it was no longer showing my pace and that it had ended my exercise at which point I would restart having lost about half a mile of tracking.  I also cant find any way to merge the 2 runs when that happens.  would be great to be able to do that. 

[amaes]

I just had this problem myself recently where it stopped tracking mid run. I lost about 2 miles worth of pace data.

I also now have the gray lines across my screen.

The Charge 3 is an awful product. I was happy with the Charge 2 and would not have upgraded had the screen not cracked on my Charge 2.

It is so hard to stop a run with the Charge 3 that it wrecks my pace.