Zero distance and steps count when using 'Run' exercise with GPS

[antonvovk]

Hi!
I have a problem when using the 'Run' exercise with GPS enabled. The GPS signal was present the whole time. In the app, I am able to see the map with a route that I run, which means that GPS was working perfectly and was drawing the correct route on the map. However, my total distance is zero and the steps count is also zero.
For me, it clearly looks like some software bug. I already tried a factory reset and restarting my Fitbit Sense, uninstalling/reinstalling the Fitbit app on my phone, removing/adding a Fitbit device from my account.
I have contacted the support via live chat. The guy there just recommended me restarting my device and ended the chat:)
So I am hoping to get a fix for this problem here.

App screenshot 

[Rufous44]

That's very interesting. Does the step counter work outside a session?

[antonvovk]

Yes, when using watch outside a running session the step counter works well.

[Gr4ndp4]

Hi, @antonvovk, Do the "Steps" appear on your "Sense" but are absent on the phone app or are they missing on both? I note you've re-installed your app to no effect, what make & model mobile phone are you using? If the steps are present on your "Sense" but absent on your app could this be a syncing issue? These articles might provide a way forward How does my Fitbit device calculate my daily activity? , How do Fitbit devices sync their data? and Why won't my Fitbit device sync? I apologise if you've already worked through this stuff. If it seems to be app-related Fitbit Supported Devices might help, Do check to ensure your Fitbit app is not subject to battery-saving functions on your phone, you need the app to run constantly in the background but some phones treat it as non-essential and close it down.

I hope this is helpful but if you are still stuck please post here again.

Cheers

[Rufous44]

I'm intrigued by this issue. To me it doesn't look a problem of sync as the session was definitely uploaded to Fitbit app (and server). It seems that for some reasons the exercise app in Fitbit didn't record any step (glitch? crash? bug?). @antonvovk are you experiencing this issue in every run or the problem was fixed following a restarts as the support service suggested?

[antonvovk · Accepted solution]

@Gr4ndp4 The "Steps" were absent on both the phone app and the Sense, so it is not a sync issue. Also, all the battery-saving functions are disabled on my phone for the Fitbit app.

@Rufous44 @Gr4ndp4 Yesterday, I once again did these steps: factory reset on a watch → reinstalled the Fitbit app → remove/add watch from my Fitbit account. Magically, on today's run, the steps counting and distance measuring started to work correctly 😁.
If this problem reappears I will come back to this topic, but for now I guess we can assume it is fixed.

[Gr4ndp4]

Hi, @antonvovk, I'm pleased you've got this sorted out.

Cheers