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]

Thanks for stopping by @rmgitzlaff and following the steps I've provided! To determine if the issue is coming only from the Fitbit app, would you mind to check your Hourly Activity Goal on your online Dashboard to see if there's also a discrepancy?

I'll be here!

[rainstar11]

Mine is doing this. There is a discrepancy on the app and the dash. Tracker says 10/12, app and dash say 9.

[Rich_Laue]

Go to https://community.fitbit.com/t5/Charge-2/Hours-with-250-not-registering/m-p/1650313#M7937 for updates. Almost every one else is seeing the same problem.

[PJ2016]

Hi, 

I have been reading this thread this evening as I have 2 hours today that my App and the dashboard say I have missed, although when I was out walking this evening I had all 10 of my 250 steps per hour achieved.

I have followed all the steps mentioned above but still my App only says 8 out of 10.

It's very disappointing that this is happening, I like so many are leaving there desks/working environment  ever your to ensure that they get thier goals but are being let down by the syncing, I tend to only sync once a day as I rely on the fitbit tracker for immediate updates.

Can you advise why we are still seeing this issue.

Many thanks 

[cherylhmarsh]

It is SOOOOO frustrating when my tracker says I have all my 9 of 9 hours of 250 steps but when I sync to my app, I am missing some!!! It happens ALL the time and I've been through your helpful (NOT) steps to fix it, but it does nothing!!!! FIX YOUR APP!!! Please!!!

[Chaz1952]

This continues to happen to me on a consistent basis; usually every couple
of days. Followed ALL troubleshooting steps from Fitbit. Really not very
helpful. (Seems to me Tech Support has one stock solution to all issues.)
All settings on tracker, app, phone are all up to date & current/latest
version.
Charlie

[Chaz1952]

This continues to happen to me on a consistent basis; usually every couple
of days. Followed ALL troubleshooting steps from Fitbit. Really not very
helpful. (Seems to me Tech Support has one stock solution to all issues.)
All settings on tracker, app, phone are all up to date & current/latest
version.
Charlie

[PJ2016]

Hi,

It's not my App I have the same frustrations as you.

Fitbit tell me their engineer's are working on a fix.

[TraceP]

I've tried the trouble shoot methods listed here. My friend has a IPhone and has no issues at all, ever. I've had my fitbit for a few days and have had this issue only today but one out of three days is not a great result. 

Please find this bug and fix it once and for all.

[mrskarcar]

I have an iPhone and this happens to me every once in a while. So frustrating! 

[Catfanx2]

Good afternoon, @MarreFitbit.  FYI, I'm having the same issue as others on this thread.  This morning, I made sure that I had my 250 steps before putting my Charge 2 tracker on the charger.  I took it off the charger before another hour passed by and continued to accomplish my steps for the next few hours.  When I looked on my tracker this afternoon, all hours were showing as completed (so far).  However, on my app and online dashboard, it is missing the hour that I completed right before putting the tracker on the charger.  I went through all of the steps that you mentioned on May 11, 2017 but those steps didn't correct the issue.  My tracker firmware is up-to-date and my app is up-to-date.  By the way, I dug deeper to see how many steps the app thinks I took before I put my tracker on the charger and it is low -- less than the 250+ steps I actually took for that hour.  Is the issue possibly that we have to sync the tracker and the app before putting the tracker on the charger?  I've not seen that in any instructions that come with the phone but I'm wondering if that's what is going on.  I've had this happen at least once before but I don't recall if I had put the tracker on the charger or not.

[rs0001]

I have the same issue and it's been that way for at least a year.  I think the app and the tracker treat X:00 differently.  That is, 9:00 on the dot is part of the 9:00 hour for either the app or tracker and part of the 8:00 hour in the other, meaning one of the two devices doesn't start a new hour until the clock hits 9:01.

This supper annoying.  So far today I'm 4/4 on my tracker and and only 3/4 on the app.  Lame.

[Walksync]

I have the same problem - hourly steps out of sync. Also I have had my Charge 2 give me the 250 steps target. I've then synchronised and then lost some of the steps and the "red dot". There is a synchronisation bug in the app I think that needs to be fixed.

[LosingIt61]

I have been having the same problem with my Fitbit and app showing two different things regarding my steps. It has happened twice.  My Fitbit shows I got my steps for the hour and the app won't show it, even after syncing, restarting the phone and checking that the app is up to date. I just tried the above fix. We'll see if it works.

[LosingIt61]

When I tell it to forget this device and set it up as new, will it erase all my stats? 

[Rich_Laue]

@LosingIt61 we know that there is/was a problem with the Android app, not sure if it still exists.

Have you checked for Fitbit app updates?

You mention forgetting the device, this would be done through the phones bluetooth setting, and no you won't lose anything.

If you mean removing the tracker from your account/app only data that has not synced might be lost.

[LosingIt61]

I was just checking my stats for the week and it appears all my hours were
counted even though the app showed otherwise. Don't know why or how this
happens.

[Rich_Laue]

@LosingIt61  I'm not following you. I'm not sure what is ment by all your hours counted? There is 24 hours in a day.

[LosingIt61]

My Fitbit would show I had 12 of 12 hours, but my app would only register
11 hours. I made sure the app was updated and restarted my phone to no
avail. But, when I got my weekly stats via email, it showed 12 out of 12
hours every day. This happens often.

[Rich_Laue]

Is this the same when looking at the app or the web based dashboard?

What phone do you have?

Has the marked solution by @MarreFitbit help?