Versa losing steps

[bobsmum]

yesterday I watched my Versa's screen change from just over 13,000 steps to just over 8000 steps, with a few screen graphics like fireworks. A reset didn't  fix the issue.  look at the results screen in the app and it clearly shows a flat line of steps, while in fact I was active.

This has happened to a lesser extent twice in the last month.

Any explanation or suggestion about a fix? The Versa is 13 months old.

 

[LiliyaFitbit]

Hi @bobsmum, it's nice to see you again in our Community Forums. I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing that you are losing steps. Thank you for your efforts to resolve this and providing a screenshot and the additional details. I would like to confirm if you're manually logging any activities? If so, I recommend confirming that you have the correct time and duration of the activity. 

Looking forward to your response. 

[bobsmum]

Thank you for the response.
No I do not manually log any exercise.

[LiliyaFitbit]

Hi @bobsmum, thank you for your reply. 

I appreciate the additional details and would like you to check your exercise history. You can tap on the exercise tile if you're using the Fitbit app. Please let me know how do you track the exercises? Do you use the Exercise app on your watch or let the activity to be automatically recognized? 

You can find more information about tracking activity in this help article: How do I track my activity with my Fitbit device?

I will be glad to investigate further. 

[bobsmum]

On that Saturday I was out on a run that started at 8 am. Now that I
understand your question better I realise I should have said that I
manually start by selecting a run and hitting start.
Interesting though, the first green bar is the beginning of my exercise and
it finished 40 minutes later. The flat line goes for much longer
Also it was late in the afternoon when I was looking at my step count for
the day that I saw the star burst on screen and the step count reduce by
5000 steps. I can confirm that between 0800 and 1530 I was out and about so
there is no reason for a flat line step count.
I have had 2 other flat lines but nothing as noticeable as this. One was on
3/11 for an hour, then on 2/11 for 1.75 hours (also while I was on my
Saturday run of 40 minutes).

[bobsmum]

when i do a workout i start it from Fitbit on my wrist

When I do a run I tap on the exercise tile on my phone

[bobsmum]

just to clarify further, I never let the run or exercise be automatically recognised.  I always start it myself.

[LiliyaFitbit]

Thank you for your reply, @bobsmum. I am sorry for the delayed response. 

Thank you for providing the additional details. I've sent this information to the Customer Support team for them to take a deeper look at this. You should be getting a reply soon. 

If you have any questions, feel free to let me know.

[bobsmum]

Thank you I got a reply from them that was not an answer at all.  It didn't look like they had looked at the original issue at all and I replied to them saying that the answer wasn't satisfactory because they talked about accuracy.  It's not a question of accuracy when you see the device lose 5000 steps.  I now have a second issue.  For at least the last hour the time on my Versa is exactly 19 minutes slow.  I had a similar issue back in March when we finished daylight savings - it was slow, I don't recall by how much.  At the time I just regarded it as a quirk and didn't worry about it.  I have done a reset and nothing changed - it is still exactly 19 minutes slow.  for the life of me i don't understand how this can be.  and for the record, I look after my fitbit - never in water, always clean, never dropped it. And, as often happens, notifications are not coming through and I am VERY well versed in how to fix that, but that's not working for long at all either.

[bobsmum]

Here is the answer from the Client service team that I am unhappy with

We appreciate you for contacting us and we're glad to assist you in sorting out your Versa's step accuracy.

As we checked our system, we're able to see that your last successful sync was on November 14th at time of 9:30 AM using your WiFi device with 5231 steps. 

As for your step accuracy, factors such as device placement, dominant or non-dominant wrist, and stride length can all affect the number of steps recorded. Note that if you're walking on a very soft surface like a plush carpet, it's possible for the tracker to under count. If you haven't already read our information and tips about improving accuracy, see How accurate are Fitbit trackers?

After taking these factors into account and your tracker is still significantly under counting steps, make sure that your Versa is charged up before trying the step test:

1. Put your wrist-based device on your non-dominant wrist.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your device to see your step count.
4. Sync your tracker's progress to your Fitbit dashboard.

If your device counted less than 100 steps or more than 100, let us know and we'll investigate further.



We look forward on resolving this issue with you. Let us know if you have additional questions.

Sincerely,

Client and the Fitbit Team