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Exercise randomly stop being tracked

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‎07-16-2019 10:04 - last edited on ‎09-08-2020 14:41 by Fitbit Moderator

‎07-16-2019 10:04 - last edited on ‎09-08-2020 14:41 by Fitbit Moderator

My tracker starts to track a run / walk but will then stop and the route is not recorded. I've tried pausing and pressing the button again but this doesn't help either.  Can anyone help me please?

 

Moderator edit: Subject for clarity 

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‎07-17-2019 13:59

‎07-17-2019 13:59

Hello @AG8 welcome to the Community Forums! It's a pleasure to assist you with this situation.

 

Seems odd that your exercise randomly stop, this is certainly not the way we designed our device to perform. To better assist you with this situation, can you please let me know when was the first time you experienced this and how many times since then? Also, are you tracking the activity with the exercise shortcuts on your Charge 2 or you're using the SmartTrack feature, meaning that the activity is auto-recognized but not logged into your account? This only occurs with a specific activity or with all of them? If you haven't already done so, I recommend you to restart your device.

 

I'll be looking to your answers, let me know if you have any additional questions.  

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‎07-18-2019 03:22

In response to RicardoFitbit

‎07-18-2019 03:22

Many thanks for your reply and help! I'm still struggling so have attached a photo (sorry for the bad quality) which shows the 'problem' I am having. The 'phone icon appears and then a line appears through it and although it now tracks the route I walk / run, it doesn't display the route. It's only just started doing this, so I wonder what I have done / not done for this to happen.
Any help would be great!
Thank you!
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‎07-22-2019 16:51

In response to AG8

‎07-22-2019 16:51

You're more than welcome @AG8, your reply is appreciated too. Sorry for the delay in responding your post.

 

It seems that the picture wasn't properly attached, you can refer to this post for instructions to do so. For a better understanding of this situation,  can you please let me know if this situation is affecting your Charge 2 device as itself at the moment you initiate your activity or is the information that's synchronized with your account? If this is the case, which mobile device you're currently using? 

 

Looking forward to your reply. Your patience with this is appreciated. 

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