Sense is tracking too many floors

[Donbstard]

My Sense thinks I'm Sir Edmund Hillary with the amount of stairs it thinks I have scaled in one day. I may climb 15 stairs in one day but my watch thinks I have climbed 250?  I have tried resetting it but nothing works, it still thinks I'm climbing all day. Is it faulty (I think yes) or is there something I'm missing?  Why don't they have an easy warranty return option, I cannot find one anywhere??  I'll save the sense controls, bluetooth connections, sp0 readings and on-wrist calls for another thread.

Moderator Edit: Clarified subject

[Guy_ · Accepted solution]

Hi @Donbstard - the excessive floors is not necessarily a watch problem, if you look in the forums there are many reports since an old firmware update, there is nothing you can do about it.

Exchanging your new [normally working] watch for a refurbished replacement is not going to fix it or improve things.

For your other problems make sure the watch is syncing properly, often restarting it and the phone helps.

[Rrand]

I have been also having an issue of excessive stair counting. I first had this only temporarily with my Fitbit ionic, bit it is now constant with my sense. What I believe is happening is the Sense had become overly sensitive to pursue changes related to indoor/outdoor difference and in buildings with different pressure gradients it is recording flights when the pressure changes when the building doors open and close. Is there a way to correct this, or do I just ignore and remove stairs from my monitoring on the Sense.

[Guy_]

Hi @Rrand - there was a time when this problem was due to a firmware issue [that may have damaged the watch] but if you are on the latest firmware version it should be working, so it is probably now a watch problem.

That said if you are under warranty it can be replaced, however the replacement can be a long drawn out process where you are without a watch and have to set it up all over again with no guarantee you don't get a refurbished watch which may not work as well in other areas.

As the floor count has no bearing on health, it is just a number, troubling that it is not correct, the best is to ignore it, especially if you are outside warranty.

[Everestinaweek]

I appreciate your responses Guy, thank you. Not sure how this community forum works - do you answer on behalf of Fitbit?

I’ve climbed 3,074 floors in a week allegedly (Everest is 2,900). I’ve searched everywhere and the most logical explanation has been from you. Do you know if they plan on releasing a new firmware update to fix the problem, or if it’s more a case of “tough luck, buy a different brand if you want accurate results.”

[Guy_]

Hi @Everestinaweek - thanks, this is a users forum only where other users can try to help.

It would seem your watch has gone Haywire.

You could try testing using the SimpleFloors app which attempts to get a better floors reading though was built for previous firmwares.

While it won't fix the problem it might give a better indication as to whether it is a watch fault or a firmware fault.

But with the latest firmware it is likely to be a watch fault, so unfixable without replacing the watch or just ignoring the value.

A quick solution for ignoring is in the Fitbit App,  click Edit on the main display and remove the Floors goal and click Done.