Fitbit Sense Stops Tracking Laps During Swim

[jamiesonb]

I have a new Fitbit Sense, and have used it to track swim laps, among other things.  So far, about one dozen times.  Twice (the latest was today) the Sense simply stopped tracking laps, and reverted to the regular home screen mid swim.  I had commenced the swim on the screen, and it stopped tracking after about 33 minutes.  The water lock was on, and I had not pressed any buttons.  This happened at some point while I was swimming, and it did not become apparent to me until I stopped and looked at my watch.

Anyone else have this problem?

[Gr4ndp4]

Hi, @jamiesonb , welcome, I swim daily with my Sense. I allow my Sense to auto-recognize the swim (I wear glasses and don't want to fumble with settings poolside) When I get out of the pool and go home all the data is on my phone after syncing. I admit I do not need or look for "lengths" on the display as I swim (I'm concentrating on swimming) and in any event count laps as I go along.

I hope this is helpful.

Cheers

[Beetree]

So I have this issue but I've only tested the watch with walking. So it's a bit easier to see what's going on as I'm not swimming or running. What's going on for me is that it's actually restarting the watch. I suspect something similar is happening with you. The first time it happened I just noticed that it was no longer tracking when I got home - just the regular watch face. Then I paid attention to it. It turns out it was restarting the watch randomly during the exercise. As far as I'm aware this is only happening while running an exercise. I'd feel a slight buzz from the watch, look down, and the screen was black with the fitbit logo on it. After a few seconds the regular watch would come back on as though no exercise had ever been run. I'd start the exercise over again and this would happen again. Needless to say it was very frustrating. I contacted chat support and they told me that they were pushing a firmware update to my watch and it would download every time I did a sync and to install it when the optioned showed. The next day I still haven't seen an option to update firmware. I initiate another chat - I'm at 40% downloaded. Keep in mind this was after syncing my watch a million times the day before. So I suck it up for one more day. No update. Start chat - it's at 100% sync a few more times and it should update or get back with us. By the end of the day and a million more syncs no update. So I call. They then tell me we'll need to factory reset and try this as a last ditch effort. Now I'm still in the middle of the factory reset (this is not a long process I was just scouring the help forums while I was on the phone with them and saw this.On a side note, all of the customer service folks have been very friendly), but after it's done I'm going to go out and try it out again. Hopefully it fixes. So, to save you some time you also might want to try the factory reset. I hope you can get it resolved quickly.

[Beetree]

Just an update. The factory reset does seem (so far) to have fixed the problem. So if you're still having the issue I'd recommend the factory reset. Keep in mind that this will reset everything. 

[jamiesonb]

Thanks. My problem has not recurred since I posted the original message. If it happens again, I will try the reset.