Active minutes keep resetting to zero

[mgrgas]

Here’s my issue:

My Versa (and now Versa 2) keeps resetting active minutes to zero when syncing to my phone app. If you look at the following screenshots you’ll notice this:

1) (IMG_2727.png) You’ll see that Feb 19-22 (and the entire month previous) clearly shows active minutes, calorie burn, etc. everyday. This was with my original Versa doing the exact same walk/speed on a daily basis. No issues there.

2) (IMG_2726.png) Here you’ll notice the random Monday where a 58 minute walk garnered only 74 calories burned but the active minutes reset to zero when synced to the app. Again same speed of walking as the previous week. Thought it was just a weird hiccup.

3) (IMG_2725.png) In this screen you REALLY see an issue where once again, I’m doing the same type of walk and speed and the calories burned really drops. This is where my Active steps started to get reset to zero on a daily basis when syncing with my app. It would show something like 74 active minutes and once synced drops to zero.

4) (IMG_2724.png) In this screen the same issue is happening, but you’ll notice the one day it did work and that was the first day I upgraded to a Versa 2. Thought the problem was solved but the very next day, yet again, syncing caused the active minutes to reset even though when I was done walking I would clearly see anywhere from one hour to an hour and a half of active minutes prior to syncing with the phone.

Getting beyond frustrated with this as I have (with both watches) did numerous resets, power downs and finally deleted the app and reinstalled it and still nothing. Would love to hear what a solution might be. Close to returning the new versa 2 because it was basically a waste of money if it has the same issue as the Versa that I thought was old and had problems.

IMG_2725.pngIMG_2726.pngIMG_2727.png

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @mgrgas. Welcome! It's nice to have you on board.

Thanks for sharing detailed information about the issues you're having, as well for the steps tried prior posting. The screenshots were also very helpful. I understand how you're feeling about your exercises not logging your correct information, let me help you with this matter. Before anything else, let me share that we've received feedback from other members who are getting "Not enough data available" instead of their stats after syncing their exercises in the Fitbit app. This has been escalated to our team and once we have more updates, we'll share them in this thread.

While our team is working on the Fitbit app to fix this issue, you can still check your correct details in your online dashboard:

1. Go to your fitbit.com dashboard.
2. Log in to your account.
3. Click on the Log > Activities at the top of the screen.
4. Click on one of your exercises and check if your active minutes are correct.

In case you're getting 0 active minutes for your exercises in your online dashboard, take a screenshot and attach it in your reply so I can further investigate on my end.

I'll look forward to your response.

[mgrgas]

Hi Lizzy,

Here are two screenshots spanning those weeks. Doesn't register on the dashboard either. The only time it would register is if I did exercise (I usually break up the walking into parts) and if I had let's say 14 active minutes in the last phase of walking and I do NOT sync to my phone for the last part of the day then those active minutes would remain but it would only show something like 14 minutes when the entire day would've been closer to 90 minutes.

[mgrgas]

Just a quick update here...yesterday I turned off tracking active minutes in the phone app, and the active minutes worked and stayed on the watch and in the desktop dashboard.

[LizzyFitbit]

Hi @mgrgas. I hope you're doing well and I'm sorry for the delayed response.

Thanks for the screenshots provided as well for keeping me updated about this issue. You did an awesome job and I'm glad that your active minutes are now appearing in your dashboard. Now you'll be able to continue tracking your active minutes and overall data.

In case you have time, let me invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members. If there's anything else I can do for you, please keep me posted!

Hope to see you around more often. 😊

[pkintx]

Wait...you didn't actually explain how to solve the problem...the issue originator just turned off app tracking. That's not a solution. I'm having the same issue and would like an actual fix.

[mgrgas]

You're exactly right @pkintx . I just gave up because Fitbit doesn't seemed concerned with it. Still have the same issue to this day. Super disappointing.

[pkintx]

That is disheartening!

I've been using FitBit for years and never had this issue until today. The only thing that changed since yesterday was I started a FitBit Premium trial. Are you Premium? Surely that wouldn't cause this issue, but I'm just trying to troubleshoot as best I can.

[mgrgas]

No, I never joined Premium. My issue started with an original Fitbit Versa I got as a hand me down, so I bought a new Versa 2 thinking that would fix things and it didn't, just made me spend $200 for nothing really. Good luck and hope someone can figure this out.

[curt81]

I've been having the same issues for months and getting the latest Fitbit Charge and a new phone didn't help.

[pkintx]

I did a factory reset on my Versa. This seems to have solved the the active minutes reset problem for me.

[ahairshi]

Same issue for me with Blaze, but the connected apps with fitbit shows rightly. 

Moreover, it reduces my steps too.

[NITZZZZ]

I am facing the same issue. How to turn off active minute tracking in phone app. cudnt locate any option.

[Ridgerunner54]

Have same issue, Fitbit ignores it. Watch shows 50 minutes of active, but when synced it shows zero. Have even watched it reset to zero while walking. Contacted fitbit help, they said my problem was software update going on while walking. Next day, same issue. I still had my Fitbit Charge HR, thought that might be crossfiring on my new Versa. So turned it off and deleted it from my account. Nope, Versa still not keeping active minutes. When I bring up my dashboard, it all shows blank the day I brought up the Versa2. They said nothing about doing a factory  reset. 

[watches12]

I had the same issue with Fitbit Charge 3 after joining Premium.  

Solution: perform a reboot device and now see the correct values