GPS no longer shows my runs on my Apps

[Mattbarnes1]

Hello. 

My Fit bit Surge no longer records runs properly. My last three runs it has just shown a break down of hearth rate and running time. I used to get a GPS Map of the route, with mile interval times etc. and it would show up on Strava. Why does this no longer work or show up on either the app dashboard or Fit bit website? I'm very sad about this as main reason why I bought it to not take my mobile phone out on a run. 

Moderator edit: Subject for clarity

[YojanaFitbit]

Hi @Mattbarnes1! Please receive a warm welcome to the Fitbit Family! It's great to see you participating in our Community! 

I'd like to give you a hand to fix the issues with your Surge not mapping your runs, I think that once we fix it you will be able to see that information in your Fitbit App, Dashboard and on your Strava App. If your Surge is not tracking that information correctly, it won't be able to send it neither to your Fitbit App or any other App. Remember that everything works as a chain, so let's help your Surge first. 

Must likely your Surge is having issues connecting with the satellite so try to restart your Surge and when you select a GPS run or you can try any other exercise that needs GPS, you'll feel a vibration that indicates Surge has found a GPS signal. If Surge doesn't find a signal immediately, keep in mind that environmental factors including tall buildings, dense forest, steep hills, and even thick cloud cover can interfere with your tracker's ability to connect to GPS satellites. 

For best results, wait for Surge to find the signal before you start your workout. However, if you don't want to wait you may be able to use the Quick Start option. Quick Start begins tracking your workout without GPS until it finds the signal. Keep the following tips in mind:

• Quick Start is not available if you're tracking a bike ride because cycling requires GPS to track distance. 
• If you see the Quick Start option and want to use it, press the Select button and then press Play. 
• While Surge continues to look for the GPS signal it will use your step count to calculate distance traveled. In this scenario you can expect that your total distance calculated for the workout will be slightly less accurate than if GPS data was available for the duration. 

If you still have trouble with tracking your workouts please let me know!

Till next time! 

[Mattbarnes1]

Hi Yojana,

Thanks for your response. I have been on two runs now in different places After waiting around 10 minutes before the run with the run GPS setting selected it fails to connect (buzz) until about 1 mile into the run on both occasions. One run was in open field so should have no problem findings the gps. This used to do this almost instantly before I started the run so I no longer see the first 1/3 of my run on a map. I guess my Fit bit is two years old so maybe the GPS signal has become not as responsive. I guess I'll just have to live with the first bit of my run inrecorded. I have reset the surge as well. 

Many thanks,

Matt

[YojanaFitbit]

Hey @Mattbarnes1, thanks for getting back. And for trying the suggested workaround. 

It's odd that you tracker is not responding to the troubleshooting steps that you've tried until now. You might wait until your tracker finds the signal and stretch during that time while it is paused but it is not the ideal. 

I've requested a case on your behalf to our Support Team, so they can take a look if there is anything else you can do. You should soon receive an email from Customer Support at the email you used to register with the Community forums. Hope they can help.

Keep me posted.