Inspire HR loses GPS connection when phone moves

[afc3659]

I need some help.

Sorry if this has been covered elsewhere - if it has been, I couldn't find it.

Phone details: Samsung Galaxy S7, wifi off, 4G on, bluetooth on and Inspire HR shown as paired; Fitbit app removed and reinstalled and allowed to run in background, battery not optimised; all requests for location, notifications and messaging agreed to; GPS set to ON on the Inspire HR; set to receive notifications. No other bluetooth devices connected or paired.

So here's what's happening:

1. I have my phone about 20 cm from my phone.

2. I select Exercise/Walk. The GPS icon appears on my phone.  After about 30 seconds, the Inspire HR buzzes, says "Connected". I press the arrowhead to start my walk.

3. While I hold my phone in my left hand (and my Inspire HR is on my left wrist), the GPS stays on. All is good!

4. But when I move the phone further away than about 20 cm (for example, to my right hand), the GPS signal is lost and the Inspire HR buzzes that it has lost connection.

5. If I put the phone back in my left hand again, the Inspire HR eventually re-connects with the GPS. Move it away - it loses GPS. Repeat cycle.

I'd prefer not to have to hold my phone all the time I go for a walk - and maybe even a run!

Any suggestions on what is going on here and how to solve it are very welcome!

Many thanks.

Moderator edit: Subject for clarity

[YojanaFitbit]

Nice to see that you're digging into the Fitbit Forums @afc3659, let me give you a warm welcome to our community.

Thank you for sharing all those details about the troubleshooting steps that you've tried with your Inspire HR. I really appreciate the time you've invested in solving this connectivity issues with Connected GPS. This is not an expected behavior, you should have the option to move your phone to your other hand to keep tracking your exercises. 

The Fitbit app runs in the background to keep you connected with certain Fitbit app features such as all-day sync, connected GPS, and app notifications from your phone. Please restart your Inspire HR with these instructions:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Hold the other end of the charging cable near the port on the back of the tracker until it attaches magnetically. The pins on the charging cable must connect securely with the port.
3. Press and hold the button on your tracker for 5 seconds. 
4. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.

Give it try and keep me posted. 

[afc3659]

Hi Yojana,

Thanks for taking the time to reply to me. I appreciate it!

So this time:

- Inspire HR is set to all day sync, always connected, notifications enabled, GPS set to ON

- Bluetooth on phone - clear cache, force stop

- Fitbit app - clear cache, force stop (Fitbit app allowed to run in the background, can access location)

- Turn off bluetooth

- Restart phone

- Reset Inspire HR by plugging in and holding button until I saw smiley face

- Turn on bluetooth, see that Inspire HR is still paired.

The behaviour when using GPS to track a walk is the same as it was in my initial post - after about 30 seconds, I get the location icon on the phone, after about another 30 seconds I get the "connected status" on the Inspire HR with the phone icon at the bottom left of the HR screen. When I move the HR on my arm about 1 metre away from the phone, the Inspire HR vibrates, the phone icon at the bottom left has an 'x' in it and the location icon on the phone disappears. If I move the Inspire HR close to the phone again, after about 2 minutes (and after a "Launch Fitbit App" messsage on the HR although I am looking at the app on my phone on the desk all the way through), it reconnects the GPS.  Repeat the cycle.

I have tried a couple of bluetooth scanner apps from the Play Store. Could the HR bluetooth be the problem and that it just becomes evident when I try to use GPS?  I have tried wireless earphones separately (note - not connected or paired during the Fitbit test) and get at least 10 metres bluetooth connection.  I have also tried it on another Samsung device and got similar results for the Fitbit behaviour.

Hope this makes sense and any further suggestions would be very welcome.

Andy (afc3659)

Update: Now I am less sure it's the bluetooth range that's a problem.  When I went for a walk/jog this morning, the GPS disconnected when I put the phone in my pocket as per previous behaviour but, a short while later, I got a notification on my HR that my phone had received an e-mail. (When I held the phone in my hand again, the GPS reconnected...)

[afc3659]

My problem is solved.  I called Fitbit Support, explained my problem and, because my Inspire HR was not yet 12 months old, they sent me a replacement Inspire HR. I have had it for a week now and it is working perfectly.  It connects to my watch’s GPS very quickly and there are no more constant disconnections and re-connections.Thanks Fitbit Support!