Firmware update (1.60.39) + GPS no longer connecting

[Callo]

Hi there,

Since the firmware update (1.60.39) my Charge 3 no longer connects properly to GPS and location services on my Android phone - Samsung A5 (2017) running Android 8. Fitbit app has full access to location services etc. Troubleshooting tips so far have included:

• Rebooting Charge 3 (several times)
• Uninstall / Reinstall Fitbit app on phone
• Remove / unpair Charge 3 from account via phone app & then add / pair back again.

None of the above have had any positive impact. 

Please advise.

Thanks,

Callo

[Matt_F]

@Callo If you've done the uninstall/reinstall just go to the OS App settings and clear the cache and data for good measure (just in case old config files are sitting in the folder).

GPS aside, does the tracker Sync to the phone successfully?

If so, it could be a GPS side issue. Download the app "GPS Status" and make sure you perform the tests outdoors so you get a solid GPS connection.

Using the GPS Status app, I usually perform:

1. Compass Calibration
2. Calibrate Pitch & Roll
3. Manage A-GPS state (this one I find important to help with the GPS - Reset and Download the assistance data)
4. Diagnose sensors (to ensure your GPS sensor is working )

The app should pick up 10+ satellites for a decent triangulation. Simple things by being undercover/indoors, or facing only a certain part of the sky doesn't provide a complete triangulation to pinpoint where you are.

After troubleshooting all the GPS side of things, we can look at the Android settings in depth.

Settings could be all over the place

There's Location Permission settings (under Security & Location) - Use location should be On & Fitbit should be Enabled

There's Fitbit's Permission settings (under Apps & Notifications) - Location should be On

[Callo]

@Matt_F Thanks for replying and for all of your suggestions.

To update – I have cleared data and cache as advised.

Regarding syncing in general, there have always been some issues syncing, and I’ve often had to Force Stop the app etc., but this only ever affected data updates after exercise, and never GPS or Location tracking during exercise. I have come to accept this as part of life, and Bluetooth settings etc. all seem fine to me. However, I am open suggestions re this if it is indeed the underlying cause.

I have downloaded GPS Status and performed the following:

1. Compass Calibration
2. Calibrate Pitch & Roll
3. Manage A-GPS state
4. Diagnose sensors 

I can report that all sensors are working and the app is picking up 15-20 satellites. Also, I do use Google maps and Android auto etc. without any issues regarding GPS.

It might be worth trying to track an exercise from within the app (instead of from the tracker)? Perhaps even temporarily disabling GPS for the tracker from within the Dashboard?  This should help rule out any issues with GPS on the phone.

In terms of settings within the phone I can report the following:

Phone Settings for FitBit App:

• Location Permissions –> enabled
  • Location Method set to High accuracy (use GPS, WiFi & mobile networks)
• Allow background data usage –> enabled
• All app while Data Saver on –> enabled
• Under Battery Settings -> App power monitor –>FitBit is added to Unmonitored apps (can use as much power as it wants and will not be put to sleep)

App settings set within App: All-Day Sync & Always Connected all both enabled.

That’s all I have – I’m open any other suggestions you may have?

Thanks again.

[Callo]

@KateFitbit Hi, Can I get some help from FitBit with this issue please? I have outlined the troubleshooting steps undertaking so far in the thread. Some great tips from @Matt_F but so far nothing I've tried has fixed this issue. 

Thanks!

[Matt_F]

@Callo Sorry for not getting back sooner but the process you followed is pretty much what I would be looking at on the Android side (battery & background process can be a culprit depending on phone model). I think this is beyond my capability. 

Just double check my post here and make sure you've checked both GPS settings (tracker & via website) but I think this may have to be escalated.

[Callo]

@Matt_F Thanks again for coming back on this and well on doing the ref sheet - it will be a big help to people.

I have checked both tracker and website and have toggled GPS on/off in both locations to see if this makes a difference, so far it has not.

I agree that this needs to be escalated. @KateFitbit Can this be escalated please? Thanks for your help.

[Callo]

Just to update to anyone having a similar issue - the fix from @MTurn  has worked for me - its posted here https://community.fitbit.com/t5/Charge-3/Charge-3-loses-GPS-connection-unless-Fitbit-app-is-open/m-p...

Thanks for sharing @MTurn 

[Callo]

Just to update to anyone having a similar issue - the fix from @MTurn  has worked for me.

• Click the account icon on the top right in the Fitbit app, click your charge 3 device, general-notifications, turn on notifications for calls, texts, calendar and emails. 

Thanks for sharing @MTurn 

[Mackerel-cat]

Been having so many issues with this and the proposed solution above from @MTurn doesn’t work for me. The notification options have changed anyway so there’s no option for ‘calls, messages, calendar invites’ that I can even switch on in the app. 

The GPS works when the app is open. But the moment it’s minimised or I put my phone on sleep, the GPS stops to working. 

It was fine for months but now it’s just not working. 

Was this ever escalated or fixed? I bought my mum the same Fitbit Charge 3 last week and she’s having the exact same issue. We’re both using iPhones. 

Even when I record the exercise on the app (which I don’t want to do as I want the heart rate data), it still stops the GPS as soon as the app is minimised. 

Would really like some help fixing this otherwise the Fitbit is useless to me.