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

[Donno]

Hi LizzyFitbit,

I don't know if you can help, do anything or even respond, but I have been having a few major/minor problems with my previous Versa and now my Sense.  With the Versa, I had participated in a study for Fitbit in regards to heart rate.  After it concluded, I was asked to fill out an questionnaire pertaining to the study.  One of the questions asked when I was diagnosed with

Atrial Fibrillation, which was news to me!  I contacted my doctor and was put on heart monitor and underwent a EKG, both of which found nothing wrong.  It appears that the Versa and now Sense will spike up to 140+BPM when I wash my hair and some other random activities!  It will, of course, read a higher rate when I bike ride or other exercise, but that's expected.  I have been in contact with Fitbit about this, was given a case number and even received a call from someone a few months back, who said I should expect an email from somebody in regards to this, but that has never happened.

With the Sense, I am currently getting crazy floor counts. This started about 1/24 of this year.  I typically get 50-100 floors per week, unless I've hiked or ridden some hills, but I went from 114 floors 3 weeks ago, to 365 floors 2 weeks ago to 690 floors last week!  When I wake up in the morning, I've typically already climbed 3 floors and I live in a one story house!  

Your Oxygen Saturation readings are also consistently 2% lower than actual.

I've been wearing Fitbit products for about 10 years now, but these issues have been very disappointing, but not as disappointing as the lack of support.  If you respond, I hope you can give me some positive feedback and maybe some help in making my readings more accurate.

[Peejay84]

Mine started counting too many floors on 27.01

But I didn't update the app for a few days. I'm starting to feel like it really is related to fitbit app update 

[gsar]

Hi to all, 

I am posting this because my sense counts every day between 60 and 100 floors , in reality is this max 20. I am convinced that the device has a malfunction. The usual help "please reset the device" has changed nothing and almost never solves this kind of problems.
I have contacted chat support via twitter and they say they have opened a case and I also have the case ID but since Tuesday no contact at all. They only answer to my posts that "support will contact you via email" but I' ve got no email. 

I am very disappointed by Fitbit support. Fitbit devices cost a lot of money and I find that this type of support is not acceptable. 

[Dheck6]

Same issue started yesterday.  150 stairs in 1 day....  Got 3 Stair badges in day.  Def did not go up and down the stairs more than any normal day. 😞

[Greyhoundfun]

I have the same issue. There is a walk I do around my house and have done the same walk for years.  It is two floors this has been recorded with an older Charge 2 and also on AllTrails.  The new Fitbit Sense decides to show 15 floors for this walk.  Almost all of my other hikes are close enough between AllTrails and Fitbit, but this particular neighborhood walk always confuses the Sense.

[SunsetRunner]

I have had my sense for over a month now and have thought it seemed pretty accurate until this morning.  I had it on the charger over night and when i put it on this morning it is already saying i hit over 32,000 steps! I don't even come close to that on a regular day. I tried to re-sync and reset the device and it didn't change things. What would cause it to pick up such a huge amount of steps while charging? 

[Jodytoo]

Mine is counting waaaaaay too many floors. I have shut it off and restarted it. What can I do?  I’m regretting my upgrade from my Versa. I had to send this Sense back right out of the box when it wouldn’t charge. Fitbit replaced it but it too nearly a month!

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Yes!  Having the same issue. And from the looks of the threads, many people are!!

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I am so sorry I switched to the Sense, that I thought was an upgrade!

[MikeTheTyke]

Yes it has suddenly gone berserk. Wishing I hadn't bought the bloody thing now. Won't be buying another that's for sure..... 

[lennyz116]

Wilson, 

Thank you for the information. One problem that I have with this is that the step counts tend to be correct for a limited amount of time for a brand new product. After a period of time (which seems to be different for all) there appears to be a degradation in it's accuracy. I have had this issue with multiple charge's and when new all worked fine. a month or two later they seem to go crazy. My current Sense did the same thing. good for the first month and then garbage data. 

I have reported it here on a few forums including this one many months ago and I personally have had no response. I had read earlier back in October/November that a software update would correct this. That updates never corrected anything or any errors I was seeing.

It looks to be a sensor malfunction or a problem with plugging of sensor hole or build up on sensor itself since it tends to work when new.

After wearing Fitbit products for about 5 years, this Sense may be the last one. Pay a lot of money for something that is very limited. Disappointing!

[Jodytoo]

I wholeheartedly agree. I’m returning mine and going for an Apple Watch

Sent from my iPhone

[Rich_Laue]

I've moved a few posts to the main thread on this subject. 

[Donno]

Sorry, meant this as a reply to gsar (above.)

This has been my experience as well, only my other problem is the inaccurate heart rate monitoring. Same thing, spoke to someone, was given a case number, was told I would receive a follow up email, then nada, and this has been months now. If the Apple Watch didn’t need to be charged everyday, I’d have that by now.

Fitbit has gone down the tubes, sorry to say. Been a fan for 10 years now but in the last year, just watching them turn to crap.

Sent from my iPhone

[Dheck6]

I contacted Fitbit Live Chat.  Was transferred to someone who said they would email me.  Got an email about a few min ago.  They told me to restart it... as if that was not already tried... They also mentioned the altimeter.  Copy Paste Responses.  Glad there is a community here experiencing the same issue. I am getting all these Floor badges now. lol  Wrecks the real data we had gathered over a few years of using Fit Bit.  

It would be great if Fitbit would just simply acknowledge this is a problem and say they are working on a solution.  Since they have not... It makes me think that it is not a programming / software issue, it is hardware inside the watches malfunctioning which can not be easily fixed and they would need to replace everyone's watches.   This would result in bad PR and $ wasted. 

If you are all still having this problem with your NEW 1-3 month expensive SENSE watches, I would recommend keeping the pressure on this forum as much as possible, see if the community can get some traction. Very disappointing.  Was hoping Google Merger will lead to even better products....  Hopefully they are learning a lot from this issue..  I have also noticed, as companies get larger, their customer services decrease.  It is harder to educate and train employees.  For such high tech companies, one would expect more.   

[LibbyHwood]

I climbed 10 floors while eating breakfast... Sitting in one place & reading the news while eating.  My charge 3 did the same thing.... It began last spring doing crazy amounts of stair climbing.... I even got a badge for my non-accomplishment! 

Cmon Fitbit..... Step up to the plate and fix this very very obvious bug. 

Otherwise, I'm pretty satisfied with my new Sense. 

[primortal]

Seriously, how long does it take to fix this issue?

It's obvious that it happened after the last update to the Sense. Review the code changes, fix, and release a new update. 3 months and counting....

[Dheck6]

If it was that easy, I may have been done by now. That is what makes me
think it is defective hardware. Especially if it was working properly for
all of us and then one day stopped. The altimeter inside the watches
probably have a quality issue or design flaw. 😞

[primortal]

@Dheck6 well the timing of this issue was after the last firmware update, so it's either a code break and they don't know how to fix it without breaking something else or the firmware "broke" the sensor and Fitbit should be proactively contacting those here reporting the issue to discuss about shipping a replacement device.

[Dheck6]

Plausible, that would possibly correlate with when it started happening on
my end. It would be great if it was software and not hardware issue. My
thought process on this was, this forum chain goes back to November /
December, which leads me to think that the altimeter fails overtime. I got
my sense in Dec.

Moderator Edit: Personal info removed

[MikaelHagen]

Ok but doesn't really seem to explain why suddenly started to count floors
even when being in the same apartment with no ac as the previous weeks.
Don't think weather changed that much either.

[Rich_Laue]

If you bought the tracker recently then you would have only had the latest firmware, but if it is an older tracker, your stair count was fine before installing the latest firmware. 

Can you tell that I installed the firmware on the night of the 27th?