Versa miles information inaccurate

[RHLCO]

I have a new Versa. My stride length is set to 29 inches (both walking and running strides).  When I use my treadmill the steps measured are accurate, but the mileage is way off.  If I calculate the implied stride length from the steps and miles according to Fitbit I get stride lengths between 33 and 52 inches. Way off.  

I have made sure my stride length is set in my account and that auto stride length is turned off.  I have reset my Versa. I am not using GPS tracking. No change. This never happened with my previous Blaze.

In addition, my partner's Blaze over the same period of time measures mileage exactly as stride times steps. Fitbit: This isn't Ok. Please fix it or tell me how to fix it. You should take my steps and multiply by my stride. Then convert to miles. Period.

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to have you here @RHLCO.

Thanks for troubleshooting this by yourself. Could you please tell me how are you registering your activities, are you selecting them directly from the Fitbit? If you want to enter your stride length information, please make sure you are following the instructions provide in this post.

Hope to hear from you soon. 

[RHLCO]

Thanks for replying.

1. I don't log specific activities, just let the device count steps and multiply by stride length.  Is the Versa trying to outsmart me?  Why doesn't it just use the stride length I have entered.

2. I have entered stride length the way you pointed to.  More importantly, I haven't changed my entries since I switched from a Blaze to a Versa three weeks ago.  What changed was that the Versa calculates miles using a stride length that varies from 27 to 54 inches when I have set a stride length of 29 inches (both walking and running).  My Blaze always used 29 and my partner's blaze behaves the same way (miles = steps x stride as entered).

[RHLCO]

UPDATE:

I've discovered a way to (almost) fix this problem.  If I turn off the "feature" where tracker tries to automatically decide what type of exercise I am doing (this is a different setting than auto stride length), the implied stride length (calculated miles divided by measured steps) settles down near (but not exactly at) what I have entered for stride length.  FITBIT TAKE NOTE: This appears to be a repeatable bug in your product.

Details:

I noticed that in my activity log on Fitbit.com there were many entries for activities (run, walk, etc.) that I hadn't entered.  My Fitbit was trying to figure these out for me.  Somehow, they were also messing up the calculation of miles.  (Plus, they weren't very accurate.)  So I turned off that feature.  My miles calculated immediately got close to what it should be.  However, it still isn't exact and I don't know why.  I have set a stride length for walking and running of 29 inches.  If I take Fitbit's miles calculated and divide by steps measured I get an implied stride length of between 26.9 and 27.8 for the 5 days since I turned off the automatic activity setting.  That's close, but it's not exact.  Plus it varies by up to an inch.  For comparison, my partner's blaze gives an implied stride length that is always within 0.1 inch of the stride length entered for that device.

If I turn the automatic activity setting back on, the implied stride length again returns to values that are way off (33 to 52 inches).  So it's a repeatable bug.

Fitbit customer support suggests doing a factory reset to see if that fixes the problem.  I'm not yet willing to do that, but if I do I'll post the result here.