Map Not Tracking From Fitbit Device

[claire4567]

I have had my charge 4 for a couple of years now and in the last couple of weeks every run I go on it fails to record a map. The GPS settings on the device are set to dynamic, I always bring my phone (android) on my runs and I have ensured the app in my phone has permissions for location tracking at all times. I always start a run from my Fitbit itself (instead of the phone app) and it usually always provides a map. The only thing that I can think of that has changed recently is that I upgraded to premium membership. I recently ordered a charge 5 (the 4's display is now terrible so they gave me a discount for a new device) and it came with a free 6-month premium membership. I am waiting for the charge 5 to arrive which will take a while (moved abroad to a country it isn't sold so family are shipping it) and in the meantime I am keen for the 4 to work. Has anyone else experienced this?

Moderator Edit: Clarified subject

[LucioFitbit]

Hi there @claire4567. Welcome to Community Forums.

I appreciate the information shared and troubleshooting steps performed. Please verify you have the latest Fitbit Firmware and OS of your mobile device.

Environmental factors including tall buildings, dense forest, steep hills, and thick cloud cover can interfere with your tracker's ability to connect to GPS satellites. If your tracker is searching for a GPS signal during an exercise, you’ll see “ connecting” appear at the top of the screen. If Charge 4 can't connect to a GPS satellite, the tracker stops trying to connect until the next time you start a GPS exercise. For best results, wait for Charge 4 to find the signal before you start your workout.

Also check this article, How do I use GPS on my Fitbit device?.

Have a good one.

[claire4567]

Hello Lucio

Thank you for your advice. I have ensured I have all the latest updates for both. Unfortunately I do not believe it is the GPS factors because ever since I haven't been able to get maps tracked it has also deleted all my old maps from previous exercise sessions. I had several recent sessions recorded prior to this becoming an issue with maps and they have all disappeared. The screen on my device is now too dark to monitor anything outside (hence ordering the new device which is hopefully arriving soon) but I ensure that the GPS is working before I set off and in the past when it has intermittently stopped tracking during workouts it would have at least recorded some of it. 

I have now started a run from within the app and it has mapped it but somehow has not managed to get heart rate data and when I track from the app it doesn't vibrate when my heart rate zones change which I use to ensure I am not going too hard. As the screen is invisible outside I rely on the nudges.

It wouldn't let me untick the best answer so it is now showing as solved. Would you be able to undo this as it is not solved? 

I haven't been able to find any posts with a similar problem on the forum. 

Thank you

[LucioFitbit]

Hi there @claire4567, it's good to have you in the Community.

Thank you for sharing your experience. Regarding your display going dark, have you checked if the Sleep Mode or Do Not Disturb Mode are on?

For the heart rate I'd recommend you check this article, How do I track heart rate with my Fitbit device? and What factors can affect my heart rate reading on my Fitbit device?.

I also have removed the best answer as requested. If the issue persist please contact Support Team.

Hope this helps.

[claire4567]

Hello Lucio

Thank you for your response. I have tried all the troubleshooting steps for the screen and previously raised it with the support team so I got a discount off a new device. 

It actually measured my heart rate the whole time as I can check it in the heart rate section of the app, but for some reason that did not translate to any statistics in the exercise session summary. It states not enough heart rate data was available

However, this is a separate issue. I was merely illustrating that although I can use the map tracking by using the phone app to track the exercise, it does not really solve all my problems and I would like to be able to track directly from the fitbit itself. As I noticed that all my problems with maps and all my old maps disappearing started when I changed to premium, I was wondering if other users had experienced similar problems.