Surge and app not syncing

[Lardo]

I have used the charge HR for over a year and 16000 steps gets me to my 6.2 mile goal but with my new surge it shows 6.2 miles in only 8700 steps. What is more frustrating is when you look at the dashboard which shows 6.2 miles and then look at the details it shows a distance of 3.5 miles which is more logical. How is it reading two different distances at the same time?

[JohnRi]

You aren't by any chance trying to use both at the same time? 

Are you using your surge in GPS exercise mode, or are you using auto detect?

In GPS distance is calculated by the GPS tracking.  In auto detect distance is based on your stride length.

Check your stride length settings.  Also doing a short 1 mile walk using GPS mode.  This will set your stride length using the GPS tracking.  If you run, do the same thing running.

If none of this helps, contact support.

[Lardo]

I do switch off between the two fitbits using my surge with gps to run but did leave it on an extra day after my last run. I have to admit I don't know what auto detect is as I thought when I hit run and waited for it to connect was the only way to use gps. I did check my stride and it was slightly off and I adjusted it but the distance discrepancy was huge even with gps possibly tracking my stride I'm only 4' 10" and the distance was double my normal amount for steps walked.

Sent from my iPad

[MariamV]

@Lardo welcome to the forums! Wow, @JohnRi! That was a great post right there.  You are correct, your distance is calculated by multiplying your walking steps by your walking stride length and multiplying your running steps by your running stride length. Also, please note that when you're tracking an activity with GPS, Fitbit calculates your distance using GPS data rather than steps. If you begin moving before you get a GPS signal, the tracker will calculate distance using steps and stride length as described above until a GPS signal is found.

If you haven't already I recommend restarting your tracker by doing the following:

1. Press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim.
2. Let go of the buttons.
3. After your screen turns completely off, wait 10 seconds and press the Home button to turn your Surge back on.

After restarting, keep an eye to your tracker's behavior and post back with the results. Now, auto detect is the SmartTrack feature and it's available on your Surge to automatically recognizes and records select exercises to ensure you get credit for your most active moments of the day. It should look like this from your Web Dashboard:

It also recognizes continuous, high-movement activities such as:

• Walking
• Running
• Outdoor biking
• Elliptical

It also recognizes two general categories:

• Sport—Includes high-movement sports like tennis, basketball, soccer, and others. Sports that might not be recognized include those without continuous movement or that vary in intensity level, like golf.
• Aerobic workout—Includes aerobic activities with continuous movement, such as Zumba, cardio-kickboxing, and other dance classes.

If after verifying all that you feel that your tracker is still not accurate, please contact our Support Team. They definitely have the proper tools to take a deeper look into your tracker's behavior. Good luck!