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A run on Surge didn't sync Fitbit app

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‎06-15-2017 15:51 - last edited on ‎06-16-2017 09:06 by Moderator Alum

‎06-15-2017 15:51 - last edited on ‎06-16-2017 09:06 by Moderator Alum

Hi, this evening I ran with my Fitbit as usual; I set the running tracker and it tracked successfully on the Fitbit, and it told me how far, pace, etc at the end and I thought nothing of it. A bit later It told me it needed charging so I plugged in and it fully charged. Later on I went to see the analysis of the run on the app on my phone and it wasn't there. It was as if I had never gone for a run! I tried syncing again, switched iPhone off and on again, and disconnected Bluetooth and the apps to see if that helps- eventually the run showed up as a run, with data but the GPS map data shows that the entire run happened on the spot where I started and finished- as in not moving anywhere! I'm really disappointed as it had been a good run and would have liked to have seen and compared the data with other runs I have linked with Strava- but the GPS data is obviously the same and hasn't actually tracked the run. I know that GPS was being received when I started it- what would cause it to disconnect? Is there any way of retrieving it? Is it lost forever? If so, how can I trust the Fitbit to track properly in the future? I don't want to have to take my phone on runs... Thanks for any help.

 

Moderator edit: Clarified subject

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1 REPLY 1

‎06-16-2017 09:04

‎06-16-2017 09:04

I'm glad to see you here in the Forums @Flyer_M, your comments are very important for us! Smiley Happy

 

Thanks for reporting this, sorry that you couldn't find your Run! I know that you did your best and you're expecting to see your awesome stats. This is not an expected behaivour from the Fitbit Surge, I don't think there is a way to retrieve it. But I think that restarting your Surge a couple of times will help to solve any issue in the software. I encourage to keep tracking your Runs and if you notice it happens again please let me know. Cat Embarassed

 

Make sure that you're not recording with Strava, when using your Surge for Runs and if you have any other question I'll be around!

 

Keep up with the positive attitude and eyes on the price! Smiley Happy

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