GPS sync errors during runs

[timespeedsup]

Hi, I've been getting odd-looking runs for 3-4 weeks now with my Charge 2. It looks like the GPS signal is gained very infrequently but it also incorrectly logs me as being in nearby streets. 

That's me doing the local Parkrun earlier, for example. 

I spoke with Live Chat a fortnight ago, who basically concluded it was a known issue (case number 30135508) which was being worked on but without a resolution date. So yes have manually reset the Fitbit (many times) via a connection to the laptop, but to no effect. 

Any advice please?

[RicardoFitbit]

Hi @timespeedsup thanks for bringing this to my attention, I'm glad to see you again participating in our Community and to help you with this situation.

First, I'd like to appreciate your time and patience troubleshooting this with our Support team prior posting, thanks for the image that was attached too. Please note that all GPS devices, whether your phone or a Fitbit device, require a direct path to the satellites in order to receive their radio transmissions. If the signal is blocked—either because you're underground, near many tall buildings, trees, or as a result of atmospheric effects—GPS won't work as expected. While GPS gives you a more accurate measure of distance than step counting alone, the actual accuracy depends on both your environment and the weather.

Even though our Support team already provided you with assistance, I'd like to gather more information about your mobile device. Can you please let me know the specific model and which platform you're using to sync your device? Also, how many times you experienced this situation? I recommend you to check if your device and the Fitbit app are updated in the meantime I receive your reply.

Keep me posted, I'll be here. 

[timespeedsup]

Thanks for the reply RicardoFitbit; apologies for the delay from me, have been away and also missed the email that was sent to inform me of a reply. In answer:

Can you please let me know the specific model and which platform you're using to sync your device? It's a Charge 2 and am using a Moto G6. 

Also, how many times you experienced this situation? Have experienced this on every run since the 1st May. 

[hkbikee]

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@RicardoFitbit wrote:

Please note that all GPS devices, whether your phone or a Fitbit device, require a direct path to the satellites

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This is correct, but this isn't the problem here. I get the same poor zigzag tracking with version 2.94 - but I get totally accurate tracking with version 2.91 for exactly the same track.

The solution to the problem to stick to, or to install 2.91 and wait till a working version comes out.

[timespeedsup]

Of course! Now how do I reinstall version 2.91? Not that tech savvy.

[RicardoFitbit]

You're welcome @timespeedsup thanks for your reply and the information that was shared with me. It's nice to see you again participating in our Community @hkbikee, welcome back. My sincere apologies for the delay in responding. 

@timespeedsup Let me share with you that the Motorola Moto G6 is not listed as a compatible device with our products and services, therefore, your Charge 2 may experience certain connection difficulties because this specific Fitbit model doesn't have a built-in GPS chip, therefore, will use your mobile device GPS and due to the previously mentioned, you may encounter some discrepancies or connection difficulties. That said, can you please let me know if you experience the same situation using a compatible device? I'll be looking to your reply.

@hkbikee Seems odd that you experienced the same situation with the new Fitbit app update. Can you please let me know which mobile device are you currently using? Did you take in consideration the information from my previous post? Please try to restart your device and let me know how it goes.  

Let me know if you have any additional questions guys.

[hkbikee]

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@RicardoFitbit wrote:

@hkbikee Seems odd that you experienced the same situation with the new Fitbit app update. Can you please let me know which mobile device are you currently using? Did you take in consideration the information from my previous post? Please try to restart your device and let me know how it goes.  

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My Xiaomi Mix 2S (it runs 2.94 (batt saver disabled)) is not on the compatible list. And tracking ain't working. My ol' Nexus 5 is on the list, I installed 2.91 and it works fine. I think I did restart the Mix 2S recently, but will try again. 

If that ain't working, I will try 2.91 on the Mix 2S to isolate the issue (will also try then 2.94 on the Nexus 5 to see how that goes)

Actually if it's just about GPS map tracking then there are other apps one can use. 

[RicardoFitbit]

Hi @hkbikee thanks for your reply and update, my apologies for the delay in responding your post.

Thank you for taking in consideration the information that was previously posted, please keep me posted and let me know if you require further assistance after the 2.91 update on your Xiaomi Mix 2S. Also, don't hesitate to contact me back if you experience difficulties with your Nexus 5 too.

I'll be here if you need anything else. 

[hkbikee]

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@RicardoFitbit wrote:

Hi @hkbikee thanks for your reply and update, my apologies for the delay in responding your post.

Thank you for taking in consideration the information that was previously posted, please keep me posted and let me know if you require further assistance after the 2.91 update on your Xiaomi Mix 2S. Also, don't hesitate to contact me back if you experience difficulties with your Nexus 5 too.

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Surprise surprise, app version 2.91 on the Xiaomi Mix 2S does not work satisfactorily! It's not properly GPS tracking, so no real distance data, and while connected to the watch, data and phone becomes spotty. Can't often make/receive calls, no whatsapp. 

I use my ol' Nexus 5 for now and that's fine for me. No worries!

[RicardoFitbit]

Hi @hkbikee thanks for your update, my apologies for the delayed reply. 

Due to the compatibility situation with this specific device, connection difficulties such as the ones stated on your post may be experienced, however, I'm happy to know that your Charge 2 is working the way we designed with your Nexus 5.

Don't hesitate to contact me back if you need anything else, I'll be here. 

[PyroTek]

I use to do a lot of construction and was interested in how much I was walking each day. I ended up with the same looking maps as yours as yours no matter if I was biking, jogging or driving. Everything seemed to be recording long straight lines - over buildings, bridges & water. I really believe its a Google maps or Google earth issue. 

[RicardoFitbit]

Hi @PyroTek thanks for your post and bringing this to my attention, welcome aboard. My apologies for the delay in responding.

Seems odd that you were experiencing this situation with any exercise activity you were performing with your device. Can you please let me know which mobile device are you using and if the information that was previously posted was took in consideration? If you haven't already done so, please restart your device to refresh its performance and let me know how it goes. Certainly, this is not a common situation nor the way we designed our Charge 2 and the connected GPS feature to perform. 

Looking forward to your reply. Let me know if you have any additional questions.