How do we correct the phantom steps

[rosieb0715]

My Versa is totally inaccurate when counting steps. I woke yesterday with 1750 steps and I don't think I sleep walked. Today I walked a 1/2 mile on a town street and showed 4700 + steps. How do we correct this. My steps, mileage, etc. are why I bought the Versa. Now, I'm thinking of returning it.

[coachallen]

I was told by three reps in customer service that you cannot correct those ghost steps.

[kam79]

Two days I haven't worn my versa and each day I've had over 30,000 steps show up, today it shows over 40,000. I get phantom steps when I sleep too.  this is pure crap and this versa is going back if fitbit can't acknowledge the glitch and fix it

[coachallen]

Doing two factory resets fixed the issue for me, but we had to send my wife's back to be replaced. It's a known issue but Fitbit likes to act like it's not happening... They won't admit there is a widespread problem.

[kam79]

Was that 2 resets after the initial setup or initial setup and one reset?

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@coachallen wrote:

Doing two factory resets fixed the issue for me, but we had to send my wife's back to be replaced. It's a known issue but Fitbit likes to act like it's not happening... They won't admit there is a widespread problem.

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[coachallen]

Two resets after the initial setup. After I first set it up it worked fine
for about a week. Then the issue occurred and I did the first reset. The
ghost steps showed up again overnight, so I did a 2nd reset and it's worked
fine since.

[kam79]

Thanks for the info, I'll try one more reset!

[rosieb0715]

Kam

I was told to restart my Versa on two occasions . Last, I was told to go into Dashboard and where the daily stats are kept I should type in the times (ie: 12 a.m. to 7 a.m.) and choose driving so that the steps don't affect your weekly total. It didn't erase them but they should not be added into my weekly total. 

I too have had phantom steps when I sleep (1700) and while charging (8000). The last suggestion was to change my charge station from the computer/desk to another location. So, I have it plugged into a wall outlet (plug the usb end into a phone or kindle charger). The last 3 days have been good without phantom steps. Although I'm burning 400+ calories while I sleep and I'm not sure if that is correct or not.

I hope this helps.

Rose

[kam79]

I unfortunately decided to return mine, after my 4th reset it worked fine for maybe 3-4 days and then the phantom steps started again.  I couldn't justify holding on to it with such a major issue.  So for now I guess my Samsung gear sport will stay with me for now.

[guitarwoman]

The calorie count is probably okay, we do burn calories when we sleep and are inactive and fib calculates them.  I wear the device at night and always wake up with several hundred calories burned.

[geepondy]

There seems to be at least one new thread every single day discussing this.  I returned mine.  9K steps while sitting on the charger one night, ok another and then 10K on a third.  The most discouraging thing is that after multiple threads (dozens now), each with multiple posts, at least for the ones I've come across, I've yet to hear Fitbit even acknowledge it's an issue.    This leaves a real sour feeling in my stomach.  I'm back to using my trust One (hopefully this one will last awhile) and should that die, I may leave the Fitbit eco system and join another platform.

[kam79]

I returned mine too, and a I saw where a fitbit moderator posted about the phantom steps and a 'helpful thread'....the thread they linked to was mostly ionic users complaining of the same issue, which tells me it isn't a fan or vibrating countertops or operator error, it is an issue in the OS across the board for not only versas but ionics as well...I was sad to return mine but I can't justify $230 for a smartwatch that can't accurately track me due to such a critical issue that fitbit refuses to acknowledge or speak to fixing it!

[geepondy]

If it was a fan or vibrating issue then the steps would appear in the app step graph.  Mine would show several thousand steps but with 0 step graph presence an d 0 distance traveled.  I could be mistaken but I don't read of the Charge reporting this issue.

[Big_Josh]

This still happens! I can't believe this is still an issue. I did two tests with support. 100 steps. My Fitbit Versa 2 counted 128 and 158 the second time. I have reformatted five times.