GPS disconnecting while running

[Semty]

Hope someone can help me. My fitbit is not recording correct running information. It pins up only certain points of my run usually just the beginning and the end with a straight line straight through. I checked my Fitbit Charge 2 whilst I was running and GPS signal dropped out multiple times. The GPS on the app says it has great signal but the Charge 2 seems to struggle. Is it?

• Because I am using a Samsung S10+ which isn't on your compatible phone list?
• Because I am using it to track a run whilst using Bluetooth headphones at the same time? and if this is can you tell me how I can accurately track and still wear them. 
• Because my watch is potentially faulty? 

My partner only got it for me Christmas just gone so it isn't a year old.

Any help on this I would truly appreciate it. Sorry if this is a repeated post topic but I couldn't seem to find one that matched my situation. 

Thanks

Semty

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Semty thanks for bringing this to my attention. I'm happy to give you a hand with your Charge 2 and a warm welcome to our Community Forums. My apologies for the delay in responding your post.

I'd like to share with you that the straight line on your map is being caused because the GPS loosing connection concern. Also, the connected GPS feature on your device works with the GPS sensors in your nearby phone. When you choose a GPS exercise, your device vibrates when your phone finds a GPS signal. Environmental factors including tall buildings, dense forest, steep hills, and even thick cloud cover can interfere with your phone’s ability to connect to GPS satellites.

Since your Samsung Galaxy S10+ is not listed as a supported device with our products and services you may encounter certain connection difficulties, which can cause the GPS concern. Please be aware that if your phone is managing multiple Bluetooth connections simultaneously the connection with your mobile device might get interrupted, reason why your Charge 2 might disconnect several times too. 

Please take the above information into consideration and let me know how it goes.

I'll be around.

[Semty]

Hi @RicardoFitbit  sorry getting back to you so late I wanted to test a few things before getting back to you. 

I've just done a run around Stanmore, London with normal cabled headphones. Both Bluetooth and GPS was switched on and my Fitbit was synced before I left for my run. 

I have just checked after my run and it hasn't recorded any running route information at all. It's recorded distance and everything else but it is just a dot on a map. 

Is there likelyhood for a software patch that would make my Samsung S10+ compatible with Charge 2? I can't be the only person with this issue. Or is my watch falty? 

My watch was bought for me at Christmas 18 so it would be within warranty. 

[Semty]

Hi @RicardoFitbit sorry thought I'd add since having my Samsung S10+ my phone has once or twice logged the correct route. Last time it tracked it properly was April.