Distance appears as 0 after sync

[sara.calhas]

Hello, wondering if you can help. My charge 5 stopped tracking kms. It records step counts but kms do not appear. Anything I should do to have this back to normal? Thanks, Sara

Moderator edit:  updated subject for clarity

[JohnnyRow]

Just started seeing a couple reports of this today.  If you ever use GPS, such as for runs, can you see if you get distance tracked with GPS then, to help me gather more info to report this?  Another user reported only getting distance when using GPS.

[SunsetRunner]

Hi guys! I am new to the community forum. I have had a Versa 3 for just over a year and had no problems until this Tuesday my watch stopped auto tracking my distances. It will record and add the mileage to my overall distance if I go for a run and start an exercise, but it would usually track my mileage for the whole day regardless of whether I had asked it to track an exercise. I've reset the Versa, performed a factory reset, turned on/off and synced the device multiple times but nothings seems to be working. It appears to be tracking all other features. Any help would be greatly appreciated. 

Many thanks

Jim 

[RiekoC]

Hello @SunsetRunner 

I moved your post from the fitbit.com dashboard forum to the Versa product help forum as it is the better fit for your issue.

This issue has been escalated to the Fitbit team. Hopefully, it won't take too long for a resolution.

[JohnnyRow]

We've just started seeing a few cases of this in the last few days.  I suspect it's a Fitbit bug, not anything you have done wrong.  Do you know if you have GPS turning on for your runs?  Just trying to gather information. Seems like maybe it it tracking distance only when GPS is turned on.

[JohnnyRow]

@RiekoC  I found one on Charge 5 later yesterday, so it's not exclusively Versa family now.

[SunsetRunner]

Thank you - hopefully someone will be able to help me soon. 

[SunsetRunner]

Hi JohnnyRow

My GPS kicks in when I go for a run although I don't have it on auto-track. I wait until it has found GPS before I set off. I've been on a couple of runs this week so far and it has kept a decent record of route, distance, pace etc. It doesn't seem to seem to track now any other time. I have also noticed on my dashboard that the majority of my KM for the day is now showing as 11.81km for the last few months going right back into last year. If you click on it and then change to see the week or month is changes to the actual distance and its the same with steps. all showing the exactly the same. However more recently the Versa is not tracking distance at all unless GPS is activated. Hope you can help. 

Cheers

JimPob

[Lapc]

My Charge 6 is tracking my steps as usual but not converting then to distance. How can I fix this? Haven’t been able to find a solution.

[JohnnyRow]

Several reports of this starting few days ago; seems to be a new bug; has been reported to Fitbit.  One said on runs with GPS turned on, distance is reported, but not other times.  Seems to be no solution or work-around at this time.

I am not a Fitbit employee; just telling you what I have observed.

[Lapc]

Thank you!

[TurkP]

I am having same issue with Versa 4. Not auto tracking daily distance. Only tracking manual walks. 

[AllisonU.LA]

I am having the same problem - my Fitbit just stopped tracking distance on 7/2/24. I have tried updating the app and resetting the device, but neither of these have fixed the issue. Anyone else have any luck with it? Very frustrating.

[Kiwiballa24]

Same thing happened to me just a couple of days ago (charge5). I used the gps for tracking a run, which it did. Just when I arrived home the battery was low and screen was off. I charged it and ever since that it hasn’t tracked my distance (everything else is tracking). I’ve tried to restart the device but nothing happened.

[joegun]

Same issue here: The Charge 5 stopped displaying the distance. Steps etc. all ok, but distance is always 0,0. I tried reconnect to the phones, hard reset with the button, but no luck. Support, do you habe any idea?

[Allymcmoon]

Came here for the same reason. My Charge 5 stopped tracking distance yesterday, even though steps are still counting. I restarted the device and nothing. 

[SunsetRunner]

Still no resolve - I emailed Fitbit direct but unfortunately had not response. I still can only track manual runs. Very frustrating!!!

[LZeeW]

@SunsetRunner   @TurkP   I read a post that suggests a bug in the automatic stride length.  On user toggled their's off and it worked as a workaround.  There is more than one way to get to this setting:

• Tap on your Exercise days tile
• Tap on the three dots in the upper right
• Tap on Activity settings
• Swipe up to Stride Length, tap on it and toggle it off

BTW, I don't have this issue on two different personal accounts, so it isn't a universal problem.

[sara.calhas]

Hi @JohnnyRow ! When I set it to run it tracks the kms whilst I run. However, when I simply walk on a day to day basis it does not track kms. I restarted and reset it but still not working. It tracks the steps, but not the kms. 

[olporr]

Hey, hoping to get some help with something strange! My partners Charge 6 stopped tracking his distance out of the blue. It was working fine 4 days ago and then just said 0.0km per day. His steps were being tracked fine.

We did a factory reset, compared his settings to mine (everything matched) to no avail. I connected his fitbit to my phone instead, and strangely it started tracking the distance. When we connected it back to his, it went straight back down to 0.

He added a stride length instead of automatic tracking and it started tracking distance for him, but when he switched back to automatic it stopped again.

I know he could just use the stride length, but it's really puzzling that even though our settings are the same, mine is tracking but his isn't. We both have a Charge 6 and mine is even a few months older. Does anyone have any idea what could be going on? It's driving me insane trying to troubleshoot it!

His GPS settings are dynamic, as are mine. Have tried both with and without the phone, and nothing helped. He also has a brand new phone, got it today, and still not working on that.

Thank you