Distance on GPS map doesn't match with exercise summary

[Andyn1970]

Hi all

Firstly love the Fitbit Versa does everything I need also the app is great.

BUT over the last couple of weeks the distance recorded by the app is way off. 

I use it connected to my Samsung Galaxy S9+ and its always been very accurate to a tenth of a mile or less. 

But on my last few runs of about 3.4 miles it can be a whole mile out, but just the distance the route it records is spot on but the mile points are in the wrong place for example it recorded 2.44 miles in 30.29.

My wife who also has a Versa connected to an IPhone recorded 3.43 miles in 30.30 this is correct and matches our pace of about 9.30/m

Prior to the last weeks it has always been almost exactly the same as my wife as we run together. 

I have Re started the Versa and the phone, I have cleared the data in the Fitbit app and I have also uninstalled the fitbit app. 

Same result its not always out the same, a couple of runs back it got to 2.89m on the same route. Then on Tuesday it was spot on. 

Any ideas it seems like a small thing but not having an accurate record of your work turns out to be extremely frustrating.

Anyone else had this? 

Moderator edit: updated subject for clarity

[astiesi]

Just another user experiencing the same issue. 

I've been trying to increase my per mile average so I have been running the exact same 2 mile circle in my neighborhood multiple times a week for the past 6 months. Just this year alone I have maybe 25 runs on this path. And consistently prior to September 16th, the GPS distance was calculated within .03 of 2.03 miles. In fact, on September 15th I ran the route and it measured my typical 2.02 miles.

On September 16th, I ran the exact same route and measured a distance of 2.3 miles. Consistently since then, I have measured anywhere from 2.2 - 2.4 miles for the same route. Exporting the data to Strava and allowing Strava to recompute via GPS data returns the distance to ~ 2.03 miles. The route graph is spot on as well, no problems with the GPS signal.

Between those times I did not perform a firmware upgrade, so it has to be related to the application software. And I have called and went through the same useless troubleshooting steps as everyone else. 

[SunsetRunner]

@Twillis1635 

I have actually tested this out. Turns out, Fitbit indeed uses stride length to calculate the distance and the connected GPS is only used to paint a route onto a map. See my post here:

https://community.fitbit.com/t5/Inspire-Inspire-HR/Fitbit-and-quot-connected-GPS-quot-the-biggest-sc...

[CosmoSV]

This is a really great reply I hope this gets attention.

First my Versa 2 was showing shorter routes than normal. Now they are exceeding what I actually run, similar to you.

Although from your observations (and many others) the GPS seems to be accurate, but the Fitbit mobile app seems to be getting the wrong information.

[SunsetRunner]

@CosmoSV 

Exactly!

The GPS data is absolutely fine. Strava is able to calculate a very accurate distance based on the GPS data that Fitbit recorded. Fitbit itself just doesn't. 

And I as well have had lengthy procedures with customer service and their conclusion was: your phone isn't fully supported. Which is rediculous because like I said, the connection is always okay and the resulting GPS data is fine.

[TomJolly]

Yeah that is ridiculous.  I've a Samsung 9+, one of the most popular phones out there.  If that's not supported what is?  I use the mapmyrun now which is spot on everytime.  Annoyingly with distance not tracking accurately it skews almost every other stat on the Fitbit.  At least it still counts my steps.  Interesting to read that fitbit have just been bought by Google.  Maybe google broke android compatibility to drive the share price down?

[Davie1888]

Well this morning was interesting, I didn't wait for my phone to connect to my Fitbit before setting off and it looks like it refused to connect all the way round as I have no GPS data within the app. However it's pretty darn close to Stravas distance so it seems as everyones saying the GPS data translation is well off within either the app or the watch and it throws it off as stride length wise it seems to be pretty bang on.

 

 

[Davie1888]

I'll send this info over to whoever it was I've been dealing with at fitbit and see what they come back with

[TomJolly]

Fine by me, also tell them that I factory defaulted the Samsung s9+ and after spending ages setting it up again the first run was accurate but then it went wacky again.  I just did a 7km run in 5.5km.  Surely a new record!

[Feng]

It’s been over a month since this issue happened to me and there’s still no fix. 

this is disappointing from fitbit. I’m using Samsung S10 by the way. 

[SunsetRunner]

@Feng 

Not to crush your hope but I've first complained to Fitbit about this issue in June ... 

I've lost hope they'll ever seriously take this up other than blaming a "not fully supported device".

[Davie1888]

Yeah i'm doubtful too, I can see me trading my Versa in and going for a Garmin in the long run, i'll give it until December then make the call, at least the wife and kids wont be stumped for what to get me for Christmas 🙂

[SunsetRunner]

What frustrates me the most is not even that Fitbit is apparently unable to come up with a solution, but the unwillingness to recognize that there is any problem at all.

And it's not the first time that I have that experience with Fitbit.

I'm definitely switching to Garmin. Soon.

[Davie1888]

Yeah they must be wasting some amount of hours sending the same info to people repeatedly knowing it'll have no effect. I briefly got notifications back too the other day but not anymore, watch firmware update needed or an app update.

[astiesi]

I remember seeing a post in one of these forums when it first started happening to me (mid-September) where a Moderator acknowledged the problem was being worked on, that is was more complicated then it seemed and they wanted to take their time and fix it correctly. I have since been unable to find that thread. Had anyone seen a similar post?

[Andyn1970]

I want back to them on my support ticket to say the new watch was no better than the previous one. 

Attached all the images from my previous post on here and gave as much info as possible. 

This was the reply I got back this morning

Hi

Thanks for your question. Connected GPS uses the GPS sensors on your nearby phone to provide real-time activity stats including distance, pace, and route. For more information, see help.fitbit.com/articles/en_US/Help_article/1874.

Let us know if you have any other questions.

It's very difficult to stay polite in the face of such stupidity. 

How is that reply anything to do with the 25 previous emails on my ticket. 

Absolutely P*#sed off with it. 

[astiesi]

So, I had some time to kill and reached out via chat. Thought some may be entertained by the transcript.

Phebe G:Hi Anthony, My name is Phebe G. How can I help you?
Phebe G:Are you still with me? I want to make sure you haven't gotten disconnected.
Me:Hi, is there any way to get connected with someone from Fitbit Engineering?
Me:I've been experiencing a bug for quite a while, one that has been encountered by many people who are increasingly getting frustrated with support.
Phebe G:I'll be glad to assist you with your inquiry.
Phebe G:For us to get started, may you confirm the email address associated to your Fitbit account?
Me:As an Engineer myself working in the tech field, I was hoping to maybe formulate an email and connect with Engineering directly.
Me:I've worked with support multiple times and you won't be able to help, no offense.
Phebe G:As per checking on my system, I can see that there’s an active Fitbit account connected with the email address you provided.
Me:I'd like to see if there is a status on a fix for the GPS distance calculations on the VERSA. It started about 2 months and every run I make is 25% greater than the GPS difference. Every run I need to export to Strava and have Strava fix the distance calculation based on the GPS readings, which are correct.
Phebe G:To address your query, we're unable to escalate cases with our engineering team. There's no way for us to contact them directly.
Me:How do they intake issues then?
Me:This is what is frustrating many Fitbit users all throughout the forums.
Me:No visibility
Phebe G:I'd like to let you know that there are certain system here on our end where current issues are posted, as well as the proper resolution made by them.
Me:I would be happy to help here if the bug hasn't been properly reported but there is no visibility into that.
Phebe G:Thanks for your initiation Anthony. We really appreciate that.
Phebe G:Be sure that this will be posted on our end.
Me:Well, i've contacted here in the past, is there any feedback into if it is indeed a problem that is known about?
Phebe G:Regarding your Versa's GPS issue, I'd like to let you know that your Versa is using your phones GPS it self as Versa only does have connected GPS.
Me:Yes, I understand that canned response
Phebe G:The results may vary as what your phone's GPS is giving you.
Me:The GPS path drawn in addition to exporting the data and importing it into another system calculates the distance perfectly.
Me:Only Fitbit, both watch and application, are off.
Me:Now, lets skip the next request to adjust stride length.
Phebe G:Thanks for that Anthony.
Me:As GPS distance should always trump stride length, further, it is automatically calculated.
Me:The problem started on September 16th
Me:as on September 15th it worked perfectly, as it had been for over a year.
Me:Since the 16th it has not worked and I believe an application update occurred at this time.
Phebe G:Thanks for that.
Phebe G:What phone are you using with your Versa?
Me:I have a Samsung Galaxy S9.
Me:I also have 2 other people having the same issue in my office
Me:And it started for them around the same time.
Me:Both with different, newer, Android phones
Phebe G:I can see that its compatible with your Versa.
Phebe G:I'd like to further share that all devices with GPS sensors require a direct path to GPS satellites to calculate location. A weak GPS signal might affect the accuracy of your route and other activity data. Your device uses your step count to calculate distance until it finds a signal, so the total distance calculated for a workout may be slightly less accurate when GPS isn't available for the entire time.
Me:I mean, its very clear that the issue was introduced with a software update. I just want to be able to get this information to Engineering and get status back as it is investigated.
Me:And please stop with the canned responses, I've seen that one before.
Me:The GPS signal is strong and drawn perfectly on the map. Alternate apps (Strava) work just fine.
Me:On the same route with the same phone.
Phebe G:I'm really sorry to hear about this troubles you're currently experiencing Anthony.
Phebe G:Be sure that we are working hard to have this fix as quickly as possible.
Phebe G:In the meantime, be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.
Me:So there is no way to get some feedback on status?
Phebe G:As of the moment, we are still waiting for the updates form them.
Me:Hopefully Google makes some changes to this feedback cycle.
Phebe G:Rest assured that once there's already an update from them, we will immediately get back to you guys.
Me:What will be the contact method?
Phebe G:We may have this issue sort out via an Fitbit app update of device software update.
Me:You can contact me at
Me:Thank you. Wish there was an avenue for me to help more.
Phebe G:That's why we advise to keep everything up to date as we may have this fix on the next updates.

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Moderator edit: removed personal information

[SunsetRunner]

Is Phebe G even a human being?!

That response about GPS sensors needing direct line of sight with the GPS satellites is sooooo off! The whole conversation is about connected GPS so this has absolutely nothing to do with it! Seems more likely that she is a chat robot...

[Andyn1970]

That's awsome, I have had exactly the same answers via email. 

They seem to be able to completely ignore the fact that the GPS is working perfectly as proven by Strava or map my run when you export the file.

I want to throw it in the bin but I paid £150 for it I like the size the weight the battery life but this makes it next to useless. 

[SunsetRunner]

@Andyn1970 

Yes!! Exactly that!!

"They seem to be able to completely ignore the fact that the GPS is working perfectly as proven by Strava or map my run when you export the file."

And this is my biggest frustration in the whole situation: Fitbit's unwillingness or inability to acknowledge the problem.

[LizzyFitbit]

Hi everyone. It's good to see you here in this thread and I'm sorry for the delay.

Thanks for continue reporting this issue with me as well for the steps that you've tried on your own. I apologize that this issue continues affecting your stats, as well the experience that you had with our Support team. I see where you're coming from about this situation, and be sure your feedback will be passed along to the correct team.

About the GPS details not matching on the Fitbit app, I've updated your details to our specialist team as they're further investigating to bring a solution as fast as possible. Currently I don't have a time frame when the fix will be available, but I'll update this thread once I have more details. Please make sure to keep the Fitbit app up-to-date.

If you need anything else, let me know.