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Surge - Run data missing

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‎06-16-2017 07:11 - last edited on ‎01-09-2018 10:59 by Moderator Alum

‎06-16-2017 07:11 - last edited on ‎01-09-2018 10:59 by Moderator Alum

Hi all, I did a steady run yesterday evening (11kms) and followed it with a quick 'burst' run (1km) and both were captured successfully by my Surge (the data was visible on screen after I had completed both). When I synced the Surge last night to my phone (an iphone) the steps/distance/active minutes fr the day all reflected that I had done the two runs. However, when I click on the Weekly Exercise/Recent Activity options in the iOS app or in the desktop to view the detailed breakdown of the runs (splits, heart rate, etc.) only the data for the second, shorter 1km run is visible. So, I can't see the run map, data, etc. for the longer run. This has never happened before and I have done this kind of thing before (long run immediately followed by shorter run) and tracked both. This is frustrating and I wonder if anyone else has had this problem recently? I have synced again, refreshed browser, etc., etc. but the longer run stubbornly refuses to appear!

 

Moderator edit: Subject for clarity

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1 REPLY 1

‎06-21-2017 07:16 - edited ‎06-21-2017 07:28

‎06-21-2017 07:16 - edited ‎06-21-2017 07:28

Nice to see that you're digging into the Forums @JDOBPort123, let me give you a warm welcome to our Community. Smiley HappyHeart

 

Wow, it sound very odd! Thanks a million for reporting this, as this is the first time that this happens we might have to restart your tracker a couple of times in case that it is a software issue; and keep an eye on it for the next days. You can get back to us if you notice the same issue or any other strange behavior from your Surge. I hope this won't happen again but please keep us posted. Cat Frustrated

 

Sorry about your missing data, I know that you expected to see your data reflected on your Dashboard since you did your best. If you wish you can manually log your runs so you don't lose all those steps from your stats, but it's up to you. To manually log an activity: Tap on your "Track exercise" (it has a picture of a little man running) > Tap on stop watch (in the upper right corner) > Enter the information.

 

I encourage you to keep stepping, remember it's not about going fast, it's about doing your best! See you around! Woman Very Happy

Want to get more active? ᕙ(˘◡˘)ᕗ Visit Get Moving in the Health & Wellness Forums.

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