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Difficulties with GPS tracking

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Hi Everyone,

 

First time posting so I will do my best to be clear as I can.

 

Up to a few months ago my charge 2 worked perfectly with my S9, Im not sure if Fitbit or Samsungs firmware update caused this but it seemed to be the case after updates. My fitbit works fine until i try to log a exercise which uses Gps, it very rarely connects and when it does it the signal is intermittant. Really frustrating, I have checked on these forums and see others having similar issues, I have done all the generic turn off and on, un pair and re-pair, made sure access is allowed for gps, background activity allowed etc etc, still does not work, does anyone know if this is Fitbit issue or Samsungs? I was very happy a day ago when the app updated and more importantly the fitbit itself updated, this morning . . . . Same thing on way to work. Oh another thing is in the fitbit settings, when i go to exercises to choose which one can use Gps, they are selected to be connected via Gps but I can not change that setting, if i tag them to off (dont use Gps) come out and go back in they are still selected as using Gps.

 

If someone has any info on how to solve this i would be very very grateful.

 

Thanks in advance,

 

Mike 👍

 

Moderator edit: Subject for clarity 

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Hello @Mike-1984 welcome to the Community Forums! Thanks for your first post.

 

Thanks for all the information and details that were shared in your post, your effort and patience troubleshooting this situation prior to posting is really appreciated. To better assist you and just to understand in a better way your concern, can you please let me know if you're experiencing difficulties with tracking an exercise with GPS or syncing such information to your Samsung Galaxy S9? If this is the case, which type of activity you performed? When was the first time you experienced this and how many times since then? In the meantime I receive your answers, I recommend you to make sure that the Fitbit app, the Android version of your mobile device and your Charge 2 are up to date.

 

Keep me posted, let me know if you have any additional questions.

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Hi Ricardo,

 

First of all thank you very much for your reply to my query.

 

The only issue I have is with the Gps tracking side of things. So any exercises that use Gps E.g Bike ride or Walking do not connect to my phones Gps, if it rarely does connect, when i get home and finish the exercise i find that its lost the connection very shortly after it started, this leads to the info fitbit reads from Gps to be all over the place. Calories burned etc is fine and syncs all the information perfectly. My phone app and fitbit devices are all up to date (both updated very recently).

 

So just to clarify:

 

Syncing data from exercises is fine E.g Calories burned etc.

 

Syncing info from my fitnesspal works fine.

 

Its just the Fitbit device not connecting or holding connection with the phones Gps.

 

I have downloaded a Gps test app for my phone and that came back with a good strong Gps signal and other apps using Gps are fine. Just a quick note, as mentioned in my previous message, when i go to settings on the fitbit and go to exercise section, Walking and Bike riding both say "connected by Gps" but if i select them and try to turn it off it doesnt do anything, when i go back in it still says connected by gps even though I just turned that off.

 

This problem has been happening now for around 3 months in total.

 

Thanks in advance,

 

Mike

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Just going to reply to myself as I have heard back from fitbit customer services, if anyone else is having the same issues I am, please find below Fitbits response regarding this issue, I hope people see this so at least they know its not something they are doing wrong etc:

 

"Hi Mike,

Thanks for letting us know about this issue.

Upon checking our system, we've confirmed that your device was last synced 3 minutes ago with 65% battery level.

We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if you have any other questions.

Sincerely,

Arvin John D. and the Fitbit Team"

 

To say I'm dissapointed is a understatement, so they know of the issue but wont be a fix any time soon, I wonder if this is due to the fact that the Charge 3 is now out to buy? And support for the previous model is being pulled? So I now have to use an item I bought that does not work fully as advertised and its not my fault or a device fault but software problems, they should be saying they will fix the issue you and others are having not "may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers" how is monitoring the situation going to help, you have admitted there is a issue and that others are experiencing the same. A joke, This will be the last Fitbit device I will be buying, typical, all companies the same, get your money and then not bothered, even more so when they have new model they want you to pay for.

 

Mike

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