Calories burned and active minutes decrease after syncing Charge 2.

[dhdez05]

While synching to the iOS app, my Charge 2 will send data in pieces to the app. I can see the progression. However, once the sync is done, my calories burned go significantly down and my active minutes return to zero.

Is there a solution aside from resetting my Charge 2/uninstalling the app? I’ve tried it all. 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @dhdez05, 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. At this moment, if you haven't tried yet, please restart your Charge 2 and you phone, then sync again the information. Additionally, check the online Dashboard to check if the information is showing correctly here. It it is, that means the app is not showing the infromation correctly, in which case I would like to suggest you the following:

• Force-quit the Fitbit app, the open it again. If this doesn't seem to work:
• Log out from the app, restart your phone and log back in. 

I hope this can be helpful, give it a try and let us know the outcome. 

[dhdez05]

Thank you for the response Marco,

The online dashboard reflects the same information as the app. When syncing begins, the correct active minutes and calories burned show, once finished synching, they reset. This happens both on the app and the online dashboard. I have tried resetting the device and uninstalling the app. Do you have any other solutions?

[MarcoGFitbit]

Hello @dhdez05, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and let us know you've already tried the troubleshooting steps provided earlier. At this moment, I would like to ask you for a picture of the active minutes showing in your device before you sync it. After that, sync your device and take a screenshot of the information showing in the app after they sync. This will be very helpful for us to check this further. 

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