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Calories amount is reset when syncing Versa 2

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‎12-17-2019 09:09 - last edited on ‎12-18-2019 16:35 by Fitbit Moderator

‎12-17-2019 09:09 - last edited on ‎12-18-2019 16:35 by Fitbit Moderator

Lately when I’ve been syncing my Versa 2, the active minutes from my watch will disappear and my calories will adjust with a lower amount.  While it is syncing, the app will display the correct stats, but when it’s finished syncing, the active minutes go to zero on both the app and the watch and my calorie intake is lower.  Very frustrating.  I’m on the latest update. 

 

Moderator edit: Subject for clarity

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‎12-18-2019 16:34 - edited ‎12-18-2019 16:36

‎12-18-2019 16:34 - edited ‎12-18-2019 16:36

Hi @curt81, It's nice to see you again participating here in the Community Forums, welcome back!

 

Thanks for bringing this to my attention and for the details that were shared in your post, I totally understand how frustrating this matter can be for you. To better assist you with this, can you please let me know which mobile device are you using to sync your Versa 2? When was the first time you experienced this inconvenience and how many times since then? Does this occur only with calories? If you haven't already done so, please restart your Fitbit following the next steps:

 

  1. For Fitbit Versa 2, hold the back button for 10 seconds.
  2. Let go of the buttons.
  3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device? 

Keep me posted and let me know if you have any additional questions.

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‎12-18-2019 20:53

In response to RicardoFitbit

‎12-18-2019 20:53

hello;

  

  I have an Iphone XR with the latest update and this problem has been happening for the past week or so, that I have noticed, anyways, and it happens every time I sync the device, so daily.  This occurs with calories, active minutes (completely disappear) and I've noticed it's doing it to my steps as well.  I just synced my device and it was showing just over 17,000 steps and just over 3,000 calories on the watch and once the sync was completed, the app and watch stated 14,535 steps and 1861 calories.

 

I've already turned off the device.  I've done a factory reset.  I've unpaired the device.  I've deleted the app.  Nothing has worked and I'm using the latest update for both the app and watch.  Beyond frustrated with a watch that is pretty much useless.

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