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Erased active minutes

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‎10-10-2020 10:32 - last edited on ‎10-25-2020 11:51 by Fitbit Moderator

‎10-10-2020 10:32 - last edited on ‎10-25-2020 11:51 by Fitbit Moderator

Several times over the past month my Inspire HR will record minutes of activity (which show on the watch and on my phone), and then when I look sometime later the active minutes will have substantially reduced or zeroed out.  For example, yesterday I did a 35 minute workout, which was initially recorded correctly on both Inspire and the app, but an hour later both the watch and app showed I had only done 23 minutes.  This wouldn't seem to be a synching issue because the device and app had synched at the end of the workout to show the 35 minutes. The only way I could fix it was to manually enter a "fake" 12 minute workout to get the minutes back to the correct number.  I did see there were a number of other related posts with various Fitbit devices about "losing minutes" and I have tried restarting but the issue is random - it will work fine for days or weeks and then suddenly act up.  It's frustrating as I use weekly active minutes as my primary tracking goal.  This never happens with my Charge HR.  Ideas welcome. (Or, at the least, would appreciate if this apparently ongoing issue with a number of users could be reported to Customer Support.) Thanks

 

Moderator Edit: Clarified subject

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‎10-25-2020 11:50

‎10-25-2020 11:50

Hi @JL2000, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for all the details that were shared in your post. Based on the information that you provided, this issue seems to be related with the app rather than with the Inspire HR. That said, can you please let me know which Android mobile device are you using? When was the first time you experienced this issue and how many times since then? In the meantime I receive your answers, please try the following steps and let me know if the issue persists:

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the OS version of your phone is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

Looking forward to your reply.

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