Discrepency between Charge 2 Tracker and App

[Chaz1952]

Hi.  I upgraded to the Charge 2 from the Charge HR.  I've noticed that some stats on the tracker don't match those on the Android OS app.  Specifically, I'm having an issue with the hourly move counts. For example, I have the device to track 9 hours of 250+ steps.  Each hour today I completed that goal.  The Charge 2 displays 9 out of 9, but the app shows  8 of 9 hours (missing 1 p.m. today)This is after successfully performing a sync.  All other stats (steps, miles, floors,etc.) are correct.  I've restarted the Charge 2 and still have the mis-match.

Anyone else discover this glitch or find a workaround?

[MarreFitbit · Accepted solution]

It's nice to see you around the Community @Chaz1952, hope you're doing great today!  I'd recommend doing the following:

• Make sure that your Fitbit App is up-to-date
• Log out of your Fitbit App
• Force quit the App
• Restart your Charge 2
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App

Once you've performed that, test your tracker and app to see if these steps helped! 

[Chaz1952]

Thank you for the tips, MarreFitbit.
I followed your suggestions and my Charge 2 has been correctly syncing data
to the app more consistently.
Will keep these steps in mind if it ever misbehaves!
Charles (Chaz1952)

[MarreFitbit]

Great news @Chaz1952!  I'm glad to hear that everything is fine now.

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community, so you can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Enjoy the rest of your day buddy! 

[Chaz1952]

Unfortunately, I am now finding missing active steps / hour not syncing
between tracker and app dashboard. It worked fine for two days, but
today my tracker displays 7/9 (with 2 hrs. left in the day) and the app
shows 5/9 (missing 10am and 1pm, although 250+ steps were completed at
those times)
So again I followed all resetting instructions as outlined, but app
display is still incorrect.
Frustrated!
I hope Fitbit can address this issue directly and not continue to have
consumers follow reset steps that only work intermittently.
Thank you.
Charles

[MarreFitbit]

Thank for the update my friend @Chaz1952! Let's do one more thing, here we go:

• Go to your Fitbit account
• Select "Forget this device"
• Force quit your app
• Set it up as a new device 

Test it today and let me know if this works! 

[Chaz1952]

OK, MarreFitbit, I did this and will test throughout the day. I am usually
right on with my 250+ step goal accomplishments.
Charles

[MarreFitbit]

For sure @Chaz1952! If the issue persists, please send me screen shots of your Hourly Activity tile.

I'll be around if you need me!

[jp4270]

I'm having the same trouble. App vs Charge 2 hours is off by 3 hours now. Tried both your suggestions and issue remains. 

[MarreFitbit]

Welcome to the Fitbit Community @jp4270, hope you're doing great! If you've tried what I suggested here, I'd recommend getting in touch with Customer Support directly so they can do a deeper investigation and see where the issue is coming from.

Don't forget to mention the steps you've done so far to avoid getting the same ones, you'll be in good hands!

Share with us the outcome! 

[alcfeoh]

Similar issue here and the restart steps did not fix it. I know the tracker is right but the reported hourly data on both fitbit.com and the Android app are different and wrong (6/11 vs 7/11)

[StevieMede]

We're seeing the same thing on both Charge 2's in our house. Not sure why is it is going on but my wife has a theory we are now testing. Keep you guys posted if there is something to report

[SunsetRunner]

Same issues here. I have worked with customer support multiple times with all the 'tricks' to get things to sync correctly with no luck. I have been very dissappointed with customers supports service. I have been told multiple times that I would get some sort of response from their team. I have yet to have anyone follow up. Honestly if this continues much longer, Fitbit will lose a loyal customer. In the past years I have been a big supporter of Fitbit but their customer service seems to really have gone down.

[alcfeoh]

Actually I believe I figured out what the bug is. If I achieve 250 steps during the last minute of the hour, and then the next hour starts before the Charge 2 could sync with the app, then I have the discrepancy.

As a result, the only workaround for us as users is to make sure we force a sync before the end of each hour so that our 250 steps are taken into account on the server side of FitBit.

Hopefully the FitBit team can fix this as their current implementation is not robust at all for that specific feature.

[StevieMede]

Alcfeoh may be on to something. Our (very unscientific) testing here reflects similar results. This afternoon I put my C2 on the charger at roughly 4:20pm. At 4:50 I took it off the charger and did my 250+ steps for the hour. The Charge2 said I did in fact achieve the hours' steps but when I synced it with the app I was missing the hour. I didn't get too worked up about that since I expected that to happen since my wife's C2 has done the exact same thing on several occasions. I put my Charge2 back on the charger to finish charging and when it was done I was given credit for the next hours steps which I did not complete since the device was on the charger during that time. At the top of the next hour I completed my 250 steps which I was credited for on the app. So tonight so far I have completed 12 of 13 hours (one still to go tonight) on the device and the app shows 10 of 13. The two that are "missing" on the app are the one hour I was not credited for while the device was on the charger and the one I was given credit for on the device but I didn't actually complete. I have done three restarts in succession, closed the app and reopened it and re-synced and still the same shows on the app. Early adoption of new devices can be frustrating sometimes when the software just doesn't do what it's supposed to. My hope is that the software engineers do read these forums and realize the issues their devices are having and work toward fixing them. This is not meant to be considered complaining but merely to show our results with our devices in our household.

[Msdonnas]

I'm also have an identical issue having tried both solutions. Neither worked for me. I'm not sure if there's a way to mark this thread unsolved since the solution seems temporary at best.

[negron1953]

I too am having the same issue. I have tried to uninstall the app and installed it to no avail. I complete all my hourly steps of 250 and my tracker rewards me but my fitbit app on my mobile device and the dashboard online does not reflect all of my hourly goals.  It's quite disappointing to see that cause when I go to reveiw all of my progress with in the week I don't see all of my progress. Please figure out why this is still happening even as of today.

[cherylhmarsh]

I went through all the steps you gave and it didn't work for me!

[MarreFitbit]

Hello everyone!  I came up here with some good news! This issue should be fixed now, therefore, I'd recommend doing the following:

• Make sure that Fitbit App is up-to-date (Android, iOS)
• Log out of your Fitbit App
• Force quit the App
• Restart your tracker 3 times in a row 
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App

Test your trackers today and let me know tomorrow if your trackers and hourly activity goal match! 

[rmgitzlaff]

Followed the instructions. Did not work. Fitbit says I got 12/12. App says 11/12. Can't say how frustrating this is. NOT MOTIVATIONAL AT ALL. 👎🏻