Sense is counting too many floors

[Deepvalley]

My new sence dosnt counting the right floors there are too much what can i do. sg Kurt

Moderator Edit: Clarified subject

[down_and_out]

Had issues after the update.  Was delayed installing due to the original faulty charge cable had to be replaced.  Things went screwy for a bit: things that worked up till then went screwy and Stairs were reasonably accurate.  Did not last past a few days before things reverted back to where they were before the update..  Just as well as I have more use for the other data compared to Stairs.

So as I count it Fitbit has already had 6 months to issue a fix.  Waiting another 6 months until the Christmas market to get a proper fix worries me. Google's Fitbit will likely have as their priority getting new items out for the Xmas season.  Failing Google at that point is more likely to result in some staff changes than failing their old clients would.

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Correct.

[jibal]

I can't find anything new, interesting, or useful in all those words.

Unsubscribing.

[JohnGillet]

But when will this problem be solved once and for all??

[BlazeFS]

This problem may never be solved in the Sense. I'm hoping I'm wrong, but I'm not holding my breath. If a firmware update broke it, they should have been able to fix it. As they haven't, I wonder if it's a hardware issue they're refusing the acknowledge (or know what to do with).

If you haven't yet, contact support to let them know you're having this problem. If more of us complain, maybe they'll raise the priority.

[DocHammer]

My vote is design flaw in Sense.

[JohnGillet]

In fact they do not know how to fix this problem that has lasted for more than 6 months on the Sense and Versa 3, so they tell us anything, they want us to keep quiet!!! The problem will probably never be repaired!!!!!

[DWRaleigh]

I woke up this morning with credit for 11 floors!  It counted the steps accurately at 25 as I had to get up once.  I hope there is resolution to your issue and mine soon!

[LostScientist42]

No ETA on when the flights of stairs being counted as stated by a moderator here but comments are being passed on.

Re: Sense Firmware Update OS 5.2 (128.5.38) - Page 14 - Fitbit Community

[pmonday]

The silence from Fitbit is deafening. This has been months at this point. Both mine and my wife's Fitbit sense are having the problem. Our watches are miscounting 100s of flights a day. It puts every other stat it collects into question and this is their flagship watch. I've worn a fitbit since 2015 (before that I was a Pebble user), I've been patient but the repeated 'just go in and edit the steps out' or 'reset the watch' is beyond frustrating.

[down_and_out]

I think the concern about other stats is valid.  Yesterday morning starting my day I had recorded quite a number of stairs and was at 201 steps.   Normally I don't obsess about number of steps but decided to keep track.   After 30 minutes or so walking around the house the Sense still read 201 and the stair count had gone up.  ???? 

I keep receiving promotional discounts/ads from big box stores offering $70 off the Sense and their new Google watch.  And that is 70 off what is a lower price compared to pre-Jan 2021.  Not even a full year old and is it moving toward the discontinued bin already?

[Donno]

Probably because they can’t fix the stair count problem. I used to be a big fan of Fitbit, but no more.

Sent from my iPhone

[JohnGillet]

You're absolutely right, I would never buy Fitbit again for my part, it's finish!!!

[volkan_ayk]

Unfortunately, it is obvious that Fitbit lost its respect to its customers. 

I wrote them about the issue from Twitter support in their first message they wrote some information and they did not accept the problem. But when I was unhappy with the answer they told they are aware of the problem but cannot provide an immediate solution. 

I am really very unhappy with such support. How they can think to sell products with such attitude. 

[Laneyr]

I’m not sure this is accurate. There are times my Sense records floors before I even get out of bed in the morning. I can walk in completely level terrain all day and end up with 60+ floors. 

[JohnGillet]

hello, what's new?

[RyanD79]

Same has been happening to me. I've spent most of the day walking in my living room. Having only traversed the stairs maybe half a dozen times today, I've somehow climbed 329 floors. I seriously doubt there's that much of a pressure difference between the east and west sides of my house (it's not that large).

[Darrylf]

Fitbit knows its nothing to do with Pressure that is there go to answer to tell you its not the devices fault, when you push them further they admit its a problem that they say they are working on but I doubt they are working very hard on getting this fixed, its a glaring error that needs to be addressed.  Gives me very little faith in this company going forward.

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this is wrong, I can move around my 1 floor house or office and get hundreds of steps, this happened after I got my sense so its with an update, not other fitbit I have owned has had this issue.  Fitbit knows this is not working, not sure if they care!

[cityfanminimos]

Hi,

I am not sure if this a software problem.

My tracker was recently replaced circa the end of June for this very issue.   

The replacement tracker has been working correctly on the latest firmware version right up until last Thursday, when it started to count floors whilst I slept, descending stairs sitting at my desk etc.  You can see the difference is night and day in my stats, going from around 25 floors a day on average to circa 300 a day on average!

Contacted support again, I was told firmware 128.5.49 is being pushed and I need to update to this before they can progress further.  Its not available in the app as yet, but was told it could 'take a while', although I am not hopeful this will fix the issue as why would the tracker be correct and then suddenly start to miscount.

I'll give it 24 hours to see if I get the FW before contacting them again

[cityfanminimos]

So an update.

Hit up support this morning to ask for an update (its 48 hours passed).  Told the new firmware is still downloading now @ circa 19% completion.  I feel I am getting the run around here.  A firmware is a relatively small file (@ most no more than a 1GB, but very likely less than this on a Fitbit), and it has to be downloaded as one transmission to a device for it to update (this is based on many years of experience in IT updating firmware on hundred of different types of devices).  The exact way Fitbit update their trackers is unknown to me, but its most likely either a full file pushed to your phone so that it can be sent via bluetooth/wifi, or a notification sent to the app, so that the tracker pulls the update over Wifi, in the former situation I'd have expected it to have been downloaded by my phone now, and in the latter it would not be relevant anyway (

Where is reference to 128.5.49 on the support pages, or other people's opinions on this forum from receiving this?

Even when/if I get this mystery firmware, I very much doubt it will fix my issue, because as previously mentioned my replacement tracker worked fine on the 128.5.38 firmware.  I know many have speculated that the last firmware broke this, I believe this is a coincidence with failing hardware as my experience of the replacement tracker shows (on arrival I updated it to 128.5.38 before use), unless there is some weird edge case bug in the firmware that causes failure after a few weeks (possible but v unlikely as a factory reset would correct the problem, and my original tracker was reset a few times before return)

Been a Fitbit customer now for nearly 9 years, I've had a number of tracker over this time, and the only one not to be replaced under warranty at some point was the Surge, my Ionic was replaced as it failed to charge after 7 months, and the replacement failed to switch on 6 months after this so just out of warranty.  I like the interface and design of the Fitbits, that's why I chose a Sense, its been a costly decision.

I now need to look at alternatives from other manufacturers which is going to cost me again.  My wife swears by Garmin, she has had 3 trackers in 10 years all of them still going strong, she only replaces when upgrading to a more premium version when she feels she will use the features, so its probably where I am heading

My confidence on this being resolved is at an all time low, you live and learn, I didn't take on board the leanings initially from previous trackers but for now I'm done, which includes my monthly premium membership so Fitbit lose out there, but it seems they just don't care.

@WendyB, Please mark this as unresolved, a standard response on how it is supposed to measure does not match the problems people are seeing

[Guy_]

The good news about floor counts, I've never had it increase while going down, no matter how hard I tried!