Sense 2 dropping steps and calories

[MrsC-82]

Today, for the 2nd time in as many weeks, my husbands sense 2 has stopped charting steps, and calories only showing his BMR calories as it would when he sleeps.

Heart-rate was fine.

Last week when it happened first time, he reset the device back to factory, after all restarts and cache clears failed.

This week he uninstalled the app and cleared it's cache etc

Now reinstalled, issue persisted so he factory reset the watch again.

See the steps at the graph total vs the steps for the day which the watch did report on it's own screen prior to the factory reset.  Now that data is lost. 

While out on our 17.45 to 19.25 walk his watch vibrated to say he'd met his 3500 calorie goal.  Yet when he got home and sync'd with his phone (he leaves it at home while we walk), suddenly the number in the app was left and the watch sync'd to match the app.

Some of the stuff I've read hinted at heart rate not tracking correctly, yet the heart rate data graph looks fine on both the watch and app.

Is this a faulty unit?

Also since the resets, the watch says there is an update, but it's on the latest update, and each time he tries to install the update it gives an X and a failed warning which is presumably because it's already on the update he's trying to go to.

Any help would be appreciated.

It is still in warranty and I also took extended warranty at Argos so I believe we can just go and swap the device if needs be.

[Guy_]

Hi @MrsC-82 - if you factory reset before fully syncing, the data will be lost.

Given the problems with the latest firmware update ( see separate posts ) it has probably been withdrawn and shouldn't appear after a current factory reset. Your watch should be on .152 version click profile photo, Help & support to see.

One thing to check is you don't have MobileTrack installed as this can mess with steps.

Sometimes glitches can simply be cured without factory reset or reinstalling the app by

Logout of the Fitbit App and swipe off the active window and in Android clear the storage cache and force stop it and then restart the phone.

Restart the watch by holding the button for 10 seconds till it vibrates and the logo appears and wait for it to start.

Login and wait for any pair, link or Fixit prompts and sync.

[MrsC-82]

Thanks Guy.

But it had fully sync'd.   The 25799 was correct.  That had even updated in an app our company are using called Movespring.  Which can read fitbit data to track steps

I know I wasn't clear but all of your steps were tried...

Not on the first instance - First time he solely blamed the watch and went straight to factory reset and adding it back to the app.  Which did resolve the issue.

Until yesterday when it happened again.  This time I intuitively tried all the things you suggested... Have lots of experience due to 15year in desktop support, when things don't sync, it's usually account issues, cache issues, software issues, or loss of connection so remove and repair etc.  When all of that failed... I got an "I told you it's the watch".  He factory reset the watch, and again that was the cure.

But to have to go through that once a week isn't really a great user experience, especially with having to go back through all the settings.  Not to mention, he's tracking calories for weightloss, and while we can base it on a similar days activity, it's still really frustrating when the data falls off the graphs and makes it look like he didn't meet his step/calorie goals for that day.

I had to google mobiletrack to be able to confirm we didn't have that.  And to reiterate the part from the OP - He left his phone at home, so mobiletrack is not ever going to be a feature he uses.

I guess if no one else has experienced this and no fitbit employees jump in with any wisdom, then if it happens again we'll just chalk it up as faulty and go get it replaced.

[Guy_]

Thanks @MrsC-82 - saw you had some good troubleshooting skills but can't fathom how it is the watch, though the software is still poor in the new watches so anything is possible but it doesn't seem to be a common issue. It would seem more a syncing / phone issue, data not being transferred fully.

Next time it happens, try removing the Bluetooth entries from the phone and do the logout clear cache etc. Then when you login if it doesn't create the Bluetooth entries again go straight to "+ Set up a Device" and replace.

If that doesn't work, remove the Bluetooth again and the watch from the Fitbit App and set it up again.

Hopefully these steps should avoid a factory reset and losing data. Of course it may not work in which case a replacement is the answer, at least support should tell you why/how the watch is faulty.

[MrsC-82]

Cool thanks, will definitely try the bluetooth entries / set up device bit if it happens again.

Will feedback here if/when it happens again.