Trouble with Charge 2 recognizing walks

[kazzie]

Hi, I've been using a Charge HR since April and didn't have any issues with it until a couple of weeks ago when it started not recognizing my walks. I'd never had any trouble with it. Now I have started using the new Charge 2 and it is doing the same thing. I had to manually log my morning 30 minutes and now also my afternoon 30 minutes. The steps and active minutes are fine. It recognized an 15 minute evening walk on Friday and my aerobics execise I did on Saturday so I know it is working. I thought maybe it was my iphone6 but the updates are all completed and I have no issues with other apps.

I've done all the steps that I have read on here - resetting the charge2, resetting my phone, bluetooth etc.

It is really frustrating as I would like to have a proper record of my walks. 

[ShelliB.]

I'll be watching this post as mine is doing the same too, intermittantly.

[DerrickS]

@ShelliB. I'd recommend re-pairing your tracker to your account using the replacement setup process mentioned here. 

Once your Charge 2 is re-paired to your account, I'd then recommend editing the time thresholds on your SmartTrack settings to your preference and turn off exercises that you don't do. Click here for instrucitons.

@kazzie Very strange. Are your walks still not being auto-detected? Or is there any type of delays in your workouts syncing over? Also, what software version is your iPhone running (ie iOS 10, iOs 9.3, etc)?

Keep me posted!

[kazzie]

Hi Derrick

it recognised my 15 minute walk home last night and also my 30 minute walk this morning without any delay however at lunch time I started my walk at 1.30pm and finished at 2.05pm. It logged it as 10 minutes starting at 1.55pm?

I walked non stop around the park so there were no gaps in the 35 minutes. It's very strange as the Charge HR was doing that as well.

It thought it would have to be my phone but I'm on the latest software iOS 10.0.2. My PC at home is showing the same as my phone.

[kazzie]

Hi All

just an update on this issue which I'm still experiencing. I thought I would get a weeks worth of results to report. On each day I had a morning, afternoon and evening walk.

Monday - I had to manually add my morning and afternoon walk. The evening walk was recognised.

Tueday - I had to manually add 20 minutes of my afternoon walk. The other 10 minutes of my afternoon walk, the morning and evening walks were recognised.

Wednesday - I had to manually add my evening walk. The morning and afternoon walks were recognised.

Thursday - I had to manually add 10 minutes of my afternoon walk and all of my evening walk. The other 20 minutes of my afternoon walk and the morning walk were recognised.

Friday - I had to manually add 15 minutes of my morning walk. The other 15 minutes and my afternoon walk were recognised. I didn't walk in the evening.

I'm getting frustrated at it but I'm not sure what I can do. 

[ShelliB.]

Hi Kazzie - mine isn't quite that bad. It will randomly fail to
recognise walks, then the next day I will notice the walks have been
logged. So far I haven't missed chunks of time.

[Fitlene]

Hi Kazzie, I've only had mine for three days but so far so good I'm not having any problems. I went for an hour walk yesterday morning and this morning and it recognized both for the full hour. I used to have the Fitbit Alta which had major software issues, so I exchanged it for the charge 2 which everything seems to be going smoothly so far.

[USAF-Larry]

@kazzie - The auto-recognizing of walks, or other activites, is totally dependent upon consistent movement for the time interval that the tracker is set for. For, example, I have mine set to 15 minute intervals to recognize a walk.  In order for my Charge 2 to record the activity as a walk, I must be moving my arm rhythmically for 15 minutes or longer. If I am carrying something in my hand that causes my arm to not swing freely, or if I am frequently checking the tracker to see how many steps I have taken, the tracker will not count it as walking. Or, if I walk 13 minutes at a good pace, with a good arm swing, and then pause for a minute or two to talk to someone, it will not start the activity clock for a walk.

Also, consider the profile settings for sensitivity of the tracker. If you have the profile for the device set to being right-handed, but wearing the tracker on your left-hand (non-dominant), that make thes tracker less sensitive.

[kazzie]

thanks for the tips and I will try and follow them however, I had been wearing the Chargehr since April and walking everyday and had had no issues with how I walk. The chargehr starting doing this same thing about a week before I changed but since I was planning to upgrade to the Charge 2, I didn't bother about it. I was surprised that the Charge 2 started doing the same thing almost from day one. That's why I think it has to be my phone but I don't know what to do about that as I have followed all of the tips for the iphone6.

I think for now I will log my exercise as per my My Fitness Pal exercise logs.

One thing that is really annoying me in the last few days, is the hourly activity I have set. I work at a desk so I make sure I have it set to remind me to move every hour and on the fitbit itself, it shows me completing the 250 steps every hour, but occasionally the app won't register one of the hours so it looks like I missed one! I know I didn't but it is very annoying to see it as not complete on the app 😞

[kazzie]

shelliB, my missed walks never show up!

[kazzie]

okay, I'm about done I think. 

My morning walk didn't even make it on to the app and this afternoon's 40 minute brisk walk showed up on the app as 28 minutes and then when I tried to manually log the other 12 minutes myself, it deducted steps from my daily count.

Even my phone's built in health app has my current steps at 10241 and the distance 6.7km.

My fitbit now says 7906 (it was over 8000) and 5.11km.

It's one thing trying to stay focused on exercising and moving every hour. It's another when a device purchased to help you do that starts telling you your're not doing what you know you are doing.

[ShelliB. · Accepted solution]

Have you talked to tech support? Sounds like you might need a
replacement to me.

[kazzie]

I think that's what i need to do now

thanks

[Rich_Laue]

You say you think it has to be the phone, but the auto walks is done after a sync and calculated on fitbits server. The phone is only used in the transferring of the data. 

Now if you where using the connected gps the phone is a major part. 

[kazzie]

I've run another update on my iphone which I thought may help but it didn't. A 30 minute walk this morning will not sync as a recognized exercise.

I have synced 35 active minutes 4319 steps and 14 floors so far and it's only 8.30 in the morning but the fitbit won't recognize this as a walk.

I'm not going to use it anymore.

[MarreFitbit]

Don't give up yet my friend @kazzie! Since you've tried the recommendations that @DerrickS has shared in this post, I'd recommend getting in touch with Customer Support directly so they can do a deeper investigation and see where the issue is coming from. 

Don't forget to mention the steps you've done so far to avoid getting the same ones. You'll be in good hands my friend, share with us the outcome some other users may see it. 

Good luck! 

[SunsetRunner]

@kazzie Thank you for keeping us updated on your walk tracking. It's understandable being frustrated with the device. As @Rich_Laue mentioned I don't really think it's the phone.

Have you reached out to Support as @ShelliB. was advising? They could surely help out making sure everything is Ok. 

Also as @USAF-Larry mentioned there are a couple factors that can affect auto tracking. I've had walks not recognized because I changed my pace too much. Sometimes because I switch between walking and a light jog, others because I slow down due to an obstacle or people trying to be one. Has this been the case in your recent walks. I know that your Charge HR didn't have this issue but it really could be the reason why some of your walks only have hunks missing and not the whole walk. 

@Fitlene glad you are having a good time with your new Charge 2. 

Continue giving us your updates, I'm sure we will get to the bottom of this. 

[Fitlene]

I don't have a blaze, I have the charge 2.

[Rich_Laue]

There are only two things i can think of trying, a restart or adding the tracker as a replacement device to your account

[Fitlene]

So this is what happened when I went for my walk this morning. It registered my walk and plugged the calories burned and active minutes in on my dashboard. But didn't show when I clicked finish for my walk. This is he first time it did this.