Issues with distance and syncing-Charge 3

[AlexTS13]

When I use the 'Time' function to track a run on my Charge 3, even running the same route, the distances will vary. Which overall messes up my run times per mile. Additionally, when I used the "Distance" function to track the same route, it undercounted my distance. 

I looked it up and it seems that maybe my step distance (running or walking) is the default based on my height and isn't adjusting during my walks or runs. But I'm not sure how to get it away from the default step distance to be replaced with my actual distance. 

And even if that is solved, I still feel there is a sync issue happening between my phone and Fitbit. I have an IPhone 11 pro with the updated software. So that should not be happening at this point in the Charge 3's software release history. 

I've tried the reset/re-add the Fitbit fixes. And I shouldn't have to re-add my Fitbit every time I go on a run so it is tracked properly. Anybody on the Fitbit team or within the community have advice?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community @AlexTS13.

I'm sorry to hear that your Fitbit Charge 3 doesn't seem to be recording your distance nor syncing correctly. Thank you for the information provided and for trying to resolve the issues before contacting us.

With your Charge 3 you can track your runs manually or automatically. When you register a run either manually or automatically without using connected GPS, your Charge 3 uses the formula below to calculate distance:

"Steps X Stride Length = Distance Traveled" (Your stride length is determined by your height and sex).

When you track the same activity with connected GPS, your Charge 3 calculates your distance using GPS data rather than steps. If you begin moving before you get a GPS signal, your device calculates distance using your steps until GPS connects. 

 

To update your stride length, track a run with GPS or measure your stride length manually. For instructions to change your stride length, please visit this article, scroll down until you see "Can I change my stride length in my Fitbit account?" and follow the instructions.

 

To resolve syncing issues, please follow the steps in this article.

Whether this doesn't help, please provide with the steps you are following when you use the "Time function" and "Distance function". In addition, please let me know if you are getting any error when trying to sync?

Please let us know if you have any question.

[AlexTS13]

Thanks for the response. So I have changed my stride length manually. Since, before when I tried to use a run or walk to set it automatically, it would continue to default to measurements based on my height and gender. 

And to explain what I mean about the run functions, when I use my Fitbit to track a run (I always do this manually since when I let it auto-track, the distance was off too), there are two options for tracking my run. The first is time. And you hit "Time" on the watch, let the Fitibit find your phone, then start the run. For the distance tracking, you set a distance on the watch, let the Fitbit find your phone, and then start, with your fitbit notifying you when you have completed your distance. I have found that there are less errors for the Time function than the Distance function. But even running the same route several times a week using the preferred time function, I get pretty different distances.

Hopefully after resetting my stride length these issues will be fixed. I keep my phone near me when I run so that the GPS is syncing with the Fitbit correctly. I do have some connectivity issues when tracking my run, but I have figured out what dead signal areas those occur in and start my runs elsewhere now. And I often reset my Bluetooth connection between phone and Fitbit to ensure that it's working properly. 

[EdsonFitbit]

Thanks for the update and for the information provided @AlexTS13.

It's great to hear that you've identified the dead signal areas on your running path and try to avoid them. Environmental factors, including tall buildings, dense forest, steep hills, and thick cloud cover, can interfere with your device’s ability to connect to GPS satellites. We recommend making sure that you have a clear view of the sky when you start the exercise.

If you have any question, please let us know.