Unreliable step counting bug

[Guy_]

There is an issue with the step counting as shown here, with the dated Core Stats.

At 15:38 the watch was indicating an erroneous 13,256 steps

After a sync it was showing a more accurate 8,536 steps

How or why this bug has appeared is unknown. It is due to improper syncing/server processing.

There is nothing a user can do to fix this bug, any attempts could make matters worse and be a waste of time.

If the watch is not connected to the Fitbit App, by closing the app [often not possible] or better by turning off Bluetooth, and the steps are correct it would confirm that as the cause.

For Versa/Sense users [not Versa 4 or Sense 2], the SimpleCheckUp app [first screen] might help to know on the watch when the watch last synced.

When turning on Bluetooth again, it is necessary to manual sync a few times to get the correct steps to show.

This bug is NOT related to any watch firmware update or Fitbit App update and applies to all phone and watch types. There will be no update issued to fix it.

Steps counting bug - Update March 20th

It seems this is still not entirely stable and Google may still be introducing changes.

Small adjustments can appear when auto syncing [every 15 minutes about depending on connectivity] or even manual syncing randomly.

Steps counting bug - Update March 19th

After some more testing and in the absence of any official information from Google - the app finally appears to sync correctly without any unwanted adjustments.

Of note, no action by the user was/is necessary for the syncing to be correct, as the error was only at the Google end.

Steps counting bug - Update March 17th

Some people still noticed minor adjustments to the watch steps when syncing, meaning the problem is still not fully fixed.

Steps counting bug - Update April 7th:

The ensuing minor steps adjusting bug that was still prevalent seems also fixed now.

Steps counting bug - Update March 13th:

This may finally be fixed - check steps on your device and manually sync, If the app then shows the same for you it is fixed. However some minor adjustments still seem to occur.

Stress Management Score - Update March 7th:

The missing Stress Management Score that affected all user types [regular or premium] is supposedly fixed now without any user intervention. Though the missing history is not recovered.

For those still not getting it yet please make a separate post/investigation.

[dbottorf]

Just spent some time with Google Chat support and this is what they had me do to hopefully fix this step count problem.  (I have a Sense and an iPhone and switch info to Google.)

1.  Restart your phone.

2.  Uninstall and then reinstall the app on the phone.

3.  After the app is reinstalled, go to the Today Tab on the Fitbit app.

4. On the top left corner you should see a devices icon, tap on it.

5.  Tap on Add New Devices and select yours.  (It is like doing the set up process of the device again.)

Now I'll wait and see if it fixes the problem tomorrow.  Fingers crossed!

[Suzbaus]

Thank you. Fingers crossed here too!

[Guy_]

Hi @ManuFitbit , thanks for letting us know it is being worked on.

Just so you can report it further, it has already been established that this bug is independent of phone type, Android or iOS, watch type, Fitbit app version or watch firmware.

@dbottorf  et Al. - Any steps to get around it at the user end will not succeed, as it appears to be a server related problem where false steps are sent to the user when the watch syncs automatically or manually.

Only repetitive manual syncing will get you back to the correct steps eventually, till the next time.

Unfortunately it is pointless try to resolve it at the user end which may result in creating additional problems.

Only when the watch is not syncing (Bluetooth turned off) will the watch ever show the correct steps. Once you start syncing the error occurs.

Hopefully Google will find how this bug got introduced and fix it soon.

[andyyapsg]

iPhone 12, iOS 18.3, Fitbit App 4.37, Sense Firmware 128.6.17

[andyyapsg]

I am only reporting my observation. It was not a fix. Just like what
Google help had advised, I had tried practically everything. No joy! I
had also just updated the App to version 4.37 and again NO JOY!

My guess is that the recent firmware update had upset the steps counting
algorithm at the watch end.

[Guy_]

Hi @DocSMA - see the post Unreliable step counting bug for the latest situation.

[Guy_]

Hi  @SunsetRunner  - see the post Unreliable step counting bug for the latest situation.

[Guy_]

Hi All, one temporary solution for Android users may be to turn off location permission for the Fitbit App, without stopping Bluetooth, this will allow notifications and calls etc to still work, and other Bluetooth devices, but stops any syncing with the Fitbit servers which is causing the problem.

Go into the Fitbit App, App info and deny location access.

When steps monitoring is less important, reverse the process to allow location and syncing, and deal with the steps issue by using multiple manual syncs.

This only works when the Fitbit App requires location for syncing.

[Fd-156]

I really do not want to do this.i just want this issue to be fixed.thank you.

[Mom2Jacob]

I did all these steps and more on Saturday with a customer service call.  I waited to see if fixed Sunday morning and situation the same.

Last night I used my iPhone health app for assurance I reached my step goals.  Ultimately what’s more important to you is what happens to your body.  At least I know now and I’ll record both the nonsense amount from watch/app with health amounts.

[Mom2Jacob]

For iPhone users, they never fixed the mile issue, I have a work around for that.  This hadn’t really revealed any work around but I don’t want to do a work around daily.

[Mom2Jacob]

Good to know, Versa 3 had yucky firmware several weeks back too.

[Eamonnsionic]

I tried resettimg the fitbit and deleting the Health app from the phone all to no avail.
Problem continues to happen daily now.


Eamonn Tuffy

[dubukat]

I have the same issue.  I finished a treadmill session with almost 8000 steps. The app synced and brought it down to 5400. I closed the app rebooted both and it took it down again to 4500.  Last Friday I walked 24000 before I finally got it to keep my step goal of 11000 steps.

Android 15, Pixel 7 phone, fitbit sense (FB512), app version 4.36.1

I have all notifications on, battery and app ability for all times and in background.

I don't understand why they would ever have the phone app overwrite the fitbit's steps.

[Scott337]

Thank you for sharing that update @ManuFitbit   It's good to hear that someone is aware and investigating.

Pixel 9 Pro XL, Android 15. Fitbit app v4.37.  Sense watch, firmware v44.128.6.17

[Sherlls]

Hi & thanks for the update.

Pixel 8, android v15, sense. Fitbit app 44.128.6.17

[A5kil3s]

Hi, My just started this past weekend.  I tried the steps provided above with the app and it is not allowing me to re-pair my sense with the bluetooth.  So confused!

The update last month really did not help anything - with the double steps now and I am continue to have a battery issue.  (Lose 25 percent battery during the night 😞 ) 

Anyway, hoping this helps fix the problem.  

Motorola Razor Plus 2023, Android 15. Fitbit app v4.36.1.  Sense watch, firmware v44.128.6.21

[Lottielover72]

My Versa 3 10k alert has gone off 3 times today. Said I'd done 14k steps. Then it changed to 9k. Alert went off again but I've still got 400 steps to go! Really annoying. I love my Fitbit and never had any issues but definitely not right at the moment. Also my SP02 has stopped working and says wear to bed (which I do). 

[Fd-156]

Is there any update yet on the fix?

Thank you. Have a great day!!!

[ManuFitbit]

Hi everybody. Thank you all for sharing the info needed. 

I already pass this to our team, so they can now progress with their investigation. They will work on a solution for this.

Hopefully this gets solved soon. 

We will be updating the thread as soon as we receive more information. 

@DocSMA @SunsetRunner thank you for your messages. I merged them here so that you both get the information at the same time as everybody and to keep the community in order.