App is showing a big amount of active minutes.

[SunsetRunner]

Hi,

Is it just me or are other people having issues with the active minutes being recorded on their iOS app? My active minutes aren't being recorded correctly. When I get up at before I've even walked out the house, my app is showing 1,440 active minutes and has been doing this for the last 5 days straight.

It looks like this is also impacting the total calories burned each day also.

I'm currently using the new Ionic smart watch which has been fantastic so I'm not sure if this is an issue with the watch or the app. My exercise, steps, distance etc is being recorded correctly but total active minutes is fixed on 1,440.

Anyone else experiencing this?

[MarcoGFitbit]

Hello @SunsetRunner, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention, at this moment I would like to suggest you some steps in order to try to resolve this situation:

1. Restart your Ionic by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen.
2. Restart your phone. 
3. Log out from the app, then log back in. 

If the app is still showing 1440 active minutes for the next day my best recommendation would be setting up your tracker as a new device to restart the connection between devices. 

To set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[SunsetRunner]

I’ve tried all of the suggestions provided but the error hasn’t been resolved. My active minutes are still being reported at 1,440 each day, no matter what I’ve been doing....

The Ionic is very new so I’m hoping so a speedy resolution...

[SunsetRunner]

I've tried all of the suggestions provided but still not seeing any improvements. The active minutes on my Ionic and app are still showing as 1,440 minutes from the moment I wake up. The minutes don't change at all during the day, not matter what activity I'm doing.

I would appreciate some feedback on this asap as my Ionic watch is new so wouldn't expect there to be a fault at all.

Thanks

[MarcoGFitbit]

Hello @SunsetRunner, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have tried the troubleshooting steps I provided earlier. At this moment I will forward your information to our team so they can take a better look at this situation. Once I have more information to share with you about this issue I'll make sure to update the thread accordingly.

Thanks for your patience and understanding, if there's anything else I can do for you, please don't hesitate to reply. 

[MarcoGFitbit]

Hello @SunsetRunner, hope you're doing OK, I have contacted our team and have some information to share with you. 

At this moment I would like to suggest you to perform a factory reset on your Fitbit Ionic. Factory reset Ionic will erase apps and all personal data from the device, including credit and debit cards you added for Fitbit Pay, also you will need to set up your Ionic as a new device afterwards.

To Factory reset on Ionic, open the Settings app > About > Factory Reset.

Then, set up your tracker as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.

After setting up your tracker as a new device, monitor it for the next 24 hours and let me know if you're still getting 1440 active minutes. 

Thanks for your patience and understanding, give it a try and let me know the outcome! 

[SunsetRunner]

Hi @MarcoGFitbit, Thanks you for the response and guidance. I can confirm that I have tried the new resolution suggestions, but unfortunately this hasn't worked. I've completed the factory rest and set up my Ionic as a new device but this hasn't worked. My daily activity is still showing at 1,440 minutes as soon as the factory reset and setting up had completed.

[MarcoGFitbit]

Hello @SunsetRunner, thanks for taking the time to reply, I'm really sorry the troubleshooting steps were not able to resolve your issue. 

I was checking with our Support Team and it seems you have already a case created about this situation. At this moment your case was escalated to a higher level of support and I would like to suggest you to wait for our team's response as they will continue to work with you from now on in regards of this issue. 

I sincerely apologize for all the inconveniences this situation has caused, I appreciate your patience and understanding. Additionally if there's anything else I can do for you, please let me know, I'll be happy to help. 

[milraine]

So I have exactly the same problem with my flex2. What’s more it’s happened twice.

my first flex  started doing this earlier this year. I couldn’t fix it so just bought a new one which worked fine for six weeks and now records 1440 steps and over 10,000 cal every day. Have tried a reset and registering on my phone is a new device. Any ideas?

[MarcoGFitbit]

Hello @milraine, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know about the troubleshooting steps you've already tried on your Flex 2. At this moment, I would like to gather some information from you so we can check this situation further, please reply with as much information as you can:

• iPhone model you're using. 
• OS version running on your phone
• App version installed on your phone (go to Account > Help to get it)
• Flex 2 version (go to Account > Flex 2 to get it)

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[milraine]

Thank yoy, as follows
Iphone 6
Ios 12.1
Flex 2 version 24.30.2

I updated the fitbit app last in late nov – says it’s the current version on the app store
Thank you



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[MarcoGFitbit]

Hello @milraine, I hope you're doing well, thanks for coming back with the information requested. 

Thanks for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.