The steps on my Charge 3 keep sticking at 9992

[takker01]

Occasionally my Fitbit charge 3 keeps sticking at steps 9992 - don't know what to do about this!!

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @takker01, welcome to the Community Forums. We're sorry for the late response, due to recent events affecting our operations, we're taking longer to respond.

Thanks for bringing this to my attention. I'll be glad to help you with the steps on your Charge 3 that are being stuck at 9992. 

While reading your post I was wondering how many times this has happened? Is always at the same amount of steps? Have you checked if your Fitbit app also gets stuck with that amount of steps?

In the meantime, if you haven't done so yet, I'd recommend restarting your Charge 3 as follows: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Disconnect your tracker from the charging cable.

Hope the restart helps you. I'll be around waiting for your response.

[bplowe1534]

I have the same problem. It gets stuck at 9992 steps…like it doesn’t want me to get to 10,000 steps!

[WilsonFitbit]

Hello @bplowe1534. Welcome to the community forums.

I'm sorry for the experience and thank you for the information. If restarting your Charge 3 didn't work, I'd suggest performing a long restart, a long restart is different than the basic one and you can complete it by following the instructions below: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

Hope this helps. 

[GM27]

I have the same problem with my Charge 4. Whilst your solution may work it doesn’t help me because it often sticks at 9992 when I’m on a long walk. I shake my hand around a lot and eventually it restarts but I don’t know how many steps haven’t been recorded. How can Fitbit apply a proper fix because it seems to be a common problem? Thanks. 

[WilsonFitbit]

Hello @GM27. Welcome to the community forums! 

Thank you very much for the information and for the troubleshooting steps you've performed. Regarding your question, I'd recommend contacting our Support Team for further assistance. They will be able to review your case and get back to you with a prompt resolution. 

Note that you can contact them through chat or over the phone, but phone wait times have been longer than normal, so I recommend initiating a chat. Click here to get connected. 

On a side note, please make sure to provide a brief explanation of the inconvenience and mention the troubleshooting steps you've followed, this way they can assist you from there. Also, if you have any other questions about your Charge 4, I recommend posting on the Charge 4 board, this way we can keep our forums organized. 

See you around.

[poruatokin]

I have a C4 and although it doesn't get stuck at a specific number, I have had many cases where it seems to freeze the step count.  Very occasional and random but when it does I literally have to walk 100 paces to get it to start counting again.

[GM27]

Thanks for the tip. I’ve noticed it starts again after a while, I’ll look
into your suggestion next time it happens.

[WilsonFitbit]

Hello @poruatokin. Nice to see you around and thanks for your input. @GM27 Thank you for your reply. 

@poruatokin I appreciate the information you provided. If you haven't done so, I'd recommend performing a restart to your Fitbit tracker by following the instructions here: How do I restart my Fitbit device?

Also, if you have any other inquiries or questions about your Charge 4, I recommend posting them in a new thread in the Charge 4 board, this way we can keep our forums organized. 

@GM27 As mentioned on a post above, if you notice the inconvenience persists, you can request further assistance from our Support Team. They will be able to review the behavior of your Fitbit tracker and get back to you with more information. 

See you around.