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Sense 2 Floors not tracking correctly

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‎12-13-2024 08:28

‎12-13-2024 08:28

I am having a recent issue with my Sense 2 watch where it is not tracking floors correctly. I have had my Sense 2 watch for over a year and a half without difficulty with this feature, until the last couple weeks. The watch will claim a very large number of floors that I have not climbed. In a typical day I normally don't do more than 10 or 20 at the most. Most days the last two weeks or so the watch is claiming over 200 floors a day. Is there anything that can be done about this, is this possibly a firmware issue, or is the hardware just broken?

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4 REPLIES 4

‎12-13-2024 08:53

‎12-13-2024 08:53

Hello there @jsh9091, welcome back to the Fitbit Community!

I'm sorry to read your device is having issues calculating the amount of floors you climbed. Let's work together to get this resolved!

As a first step, I suggest restarting your Sense 2. Please hold the side button for about 10 seconds or until the Fitbit logo appears on the screen.

Test it for a few days and let me know how it goes!

 

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‎12-13-2024 09:07

In response to EstuardoFitbit

‎12-13-2024 09:07

I've tried restarting the watch a couple times, it does not seem to make any difference. Sorry, I should have mentioned that in the original post. 

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‎12-13-2024 23:23

In response to jsh9091

‎12-13-2024 23:23

Hi @jsh9091 - then this is probably a pressure sensor that has become faulty, but as it has no effect on other measurements, trying to resolve it can be more of a nuisance than just ignoring it.

Author | ch, passion for improvement.

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‎12-19-2024 21:11

‎12-19-2024 21:11

I have a Sense 2 that is not counting floors correctly since the update

As for me I updated in September to 20001.210.26, ever since then it is counting floors that I am not taking. Sometimes I have 5-10 floors when I wake up in the morning. I have had 100 + floors and never left the house all day. I contacted support, tried all the stuff they said to try (which I had already done), but I did it again anyway. The best answer I get from FITBIT Support is it must have a bug and I will have to wait till the next update with no idea when that will be. 

Please note prior to the version 20001.210.26 update the floors were always 100% accurate. I am a premium member, and I am very disappointed with this being an issue reported my many people and nothing seemly being done to correct it. When the company I work for have an issue like this it gets corrected ASAP. In fact we notify our customers of the issue and expected time for resolution. Is FITBIT ever going to correct the software 

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