Sense won't count floors

[CindyCarrier]

I work in a building that has stairs to basement and stairs to end floor.  It is not counting the floors.  Do other people have this problem?

Moderator Edit: Clarified subject

[SteveH · Accepted solution]

We only get a floor tracked if we climb the flight of stairs without pause and the stairs are at least 10 feet high. Could it be that they are not quite 10 feet high?

[jgarlits]

I bought a Sense in January and everything worked great. On July 1st it suddenly stopped counting stairs. My dashboard shows no data for it since. I think the sensor is bad. When you pay for a premium device you expect it to work longer than six months. Not pleased.

[JohnGillet]

Problem for more than 6 months on Sense and versa 3 and Fitbit does not care, they continue to sell their watches without any scruples!!

[Roxandfoxes]

I have this problem too.  I tried to do 10 floors straight, up and down in my house to see what would happen and it only counted about half of them.  So that's not counting floors right, heart rate is all wrong, vibration isn't strong enough, battery is crap (6+ days, ha!  I only get 2), I hate that when you start an exercise it doesn't start for about 2 more seconds (very annoying when you're doing a HIIT class and trying to mirror the timings with the instructor), screen also went black and the clock wouldn't turn on last week for god knows what reason.  I've only had it about a month, I wonder what else I'll discover that's wrong with it??

[dragonspeak]

I use stairs (17) at least twice a day. My sense is not counting them, My charge4 counted them well.

I tried to see if I could make the Sense have a more accurate sensory measurement but not available.

[Guy_]

Hi @dragonspeak -  presumably you have done a Shutdown from the watch Settings menu, and waited at least 10 seconds before proceeding.

If you are interested in how your watch pressure sensor is behaving or whether you can get a more accurate floor count, you can verify you don't have a watch problem by using the SimpleFloors app.

The App shows how your watch is affected by environmental issues such as, going room to room, upstairs/downstairs, inside to outside, changes in temperature, etc.

If the App is not registering pressure changes the sensor hole could be blocked or there is a watch fault or a fault in the firmware or it is simply necessary to restart the watch.

This App is only meant for checking purposes as it uses the battery a lot, but at least it will give you an idea if your watch is fine or if it is some other issue.

Note: be very careful cleaning the hole if it is blocked, it's as delicate as an ear drum.

[SaraAnt]

Hi, I have the same problem… it stopped counting floors one week ago. I’ve tried to clean it carefully as you said and did a restart. Still not working. I have installed the app you recommend and it gives me negative numbers. Don’t know what else to do. I really invested a lot on this device so it makes me feel really angry and sad.

[Guy_]

Hi @SaraAnt  - it would seem to indicate there is pressure sensor failure in the watch.

If the watch is working fine otherwise don't try and fix it to get back to the over counting floors situation of before.

You can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support and they may take you through a factory reset which is unlikely to fix it and take a lot of time to set it up working again.

If it is outside warranty there is always a risk that the reset fails and then you have no watch.

[oldmam2]

I have had my  sense 2 for about 4 days and at BEST it counts May BE half the steps I do in a day.   And if you live in a stick built house it most likely  is  9.5 feet  floor to floor.  I can also do step that are at least 12' up or down and it does not count them at times also.    kind of sucks.