Charge 4 not auto-recognizing my walks

[EricBilling]

I have recently moved from Charge 2 to Charge 4. 

The Charge 4 fails to auto-recognize my daily 30+ minute vigorous walk. At times it will auto-recognize a small portion of the say, say 15 minutes or so. The Charge 2 that I previously used never failed to auto-recognize my walks. 

I have searched many of the forums for this issue--and see many folks describing the same or similar problem. None of the solution responses however work for me.

I understand I can manually trigger the start/end of a walk (or other exercise) but I should not have to do this. Please help--or I may be forced to return my Charge 4.

Ps. My wife also recently upgraded to an Inspire2. She is also experiencing auto-recognize issues. At times a walk will be recognized, but only a very small portion. Other times no activity recognition at all.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @EricBilling. Welcome to the Community Forums.

Thanks for the details provided, as well as trying the steps suggested in the forums. I understand how you're feeling about your Charge 4 not recognizing your walks and I'm sorry for this inconvenience. As you may know, your exercises will be auto-recognized through SmartTrack based on the continuous movement of your arms. Even though this didn't happen with your Charge 2, may I know if you stop at any time during your walk? Also, were using any equipment such as a treadmill?

Even though you've tried some steps, I'd recommend restarting your tracker to refresh its performance, change the time set for your walks in the Fitbit app and monitor your tracker's behavior in the next days to see how it goes.

[Tonk21]

Hi,

same issue, have any of the fixes worked yet for you? 

[LizzyFitbit]

Hi there, @Tonk21.

Thanks for letting me know about your Charge 4. I'm sorry you're having the same experience and because your post didn't mention, may I know if you've tried the suggestions shared in my post? If not, please give them a try and monitor your tracker in your next exercise to see how it goes.

[Fruzsi88]

Hi there. I moved from my old Inspire HR to Charge 4. The new device fails to auto recognize my walk. Steps I took:

• Restarting my device
• Remove and reinstall app
• Change the auto recognition time for walk from 15 to 10 mins (even if my walks are usually much longer, today for example 52 mins)
• Disabled auto recognition for run (I read in the forum that it helped for some users)

The device is tracking the kms, and the steps, but not the activity. I am really disappointed. I have been using Fitbit for 5 years now and never had to track my acticivities manually - and I do not want to track them manually. That's why I am using a tracker and not pencil and paper. Kindly tell me what to change in the settings to get this work.

Thank you. 

[LizzyFitbit]

Welcome to the Community, @Fruzsi88.

Thanks for the detailed information, and describing all the steps tried on your own. I understand how you're feeling and I'm sorry your Charge 4 is still not tracking your exercises correctly. Because the possible troubleshooting has been exhausted, I'd recommend contacting our Support team so they can investigate what might be occurring and see what can be done to help you out. Please click here to get connected with them via chat or phone.

[Fruzsi88]

Hi Lizzy,

Thanks a lot, I had the chance to talk to the support team. They are aware of thos issue and will provide us with a patch or 'correction' during the next application / firmware upgrade. So for everyone facing this issue: the support team is already working on a global solution and they suggested to keep both app and device firmware up to date. 

[Dejon]

thank you

[LizzyFitbit]

Hi there, @Fruzsi88 and @Dejon.

You're welcome, and thanks for keeping me updated. I'm glad our Support team provided you with details about this situation and I'm sure your post will help other members visiting this thread. Your feedback is appreciated and please know it won't be taken for granted as it'll helps us to keep improving the experience with our devices and features.

[EricBilling]

What is the status of the update that, hopefully, will solve this issue?

[LizzyFitbit]

Hi there, @EricBilling.

Thanks for getting back and because your post didn't mention, may I know if you tried the steps suggested before? If you have but the issue persists, please try getting in touch with our Support team so they can evaluate your options and bring you back on track. They're available via chat and phone, just click here to get connected with them.