Surge and Charge HR very different outputs.

[ProudDad]

So just spent a week hiking in the Lake District. On one day my eldest daughter and I did a fair bit of hiking and did exectly the same route and pretty much the same movements all day. When we looked at our logged steps her Charge HR registered 235 floors to my Surge's 165. The Charge HR registered 22000 steps compared to my 19000. These are big differences. A few hundred either way I get but thousands?

Any ideas?

Cheers

Gregg.

[Julia_G]

It is likely that your daughter is smaller than you, with a shorter stride length. Therefore it is perfectly reasonable that in covering the same distance she took significantly more steps.

[ProudDad]

Thanks for your reply Julia. She is a tall young lady and her stride is only slightly shorter than mine but I can see that this make a small difference but not so many. Also this does not account for the huge difference in floors climbed which would surely be the same?

[ProudDad]

Anyone?

[Redmoonstar]

I dn't know for sure but I have had 2 Surges that weren't tracking steps properly. I would check to see my steps while I was walking and the screen appeared to be frozen it would eventually start counting again but I was losing anything from 200 to 3500 steps per day. I started wearing my Ultra again and every day the surge was well behind in steps. I did the 100 step test and the surge was definately not counting correctly surge 74 me 100. I did a second test including my Ultra results surge 61, me 100 Ultra 97. I also tried resetting the device 5 times then contacted support who were very helpful and are sending a replacement. Maybe try resetting 3 - 4 times in a row then fully charge the surge. Do a step count test and if there is a problem then contact support. Hope this helps but not sure if it's the same problem as mine although there are other threads regarding the step count issue.

[VivisFitbit]

Hello there @ProudDad! Thank you for sharing your experience with us! Besides @Julia_G's example, you may wan to check if your settings were different dominant or non-dominant hand. Non-dominant hand is more sensitive than dominant hand. I'd appreciate a lot if you check and compare this information with your daughter. You can do this by going to your Account Settings.

Regarding your floors count, I recommend a restart, this will fix any issue you may have with your Surge. 

If after trying all these steps, the issue persists. I recommend contacting Support, they'll give the assistance you need. 

Keep me posted.