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

[sascha23123]

Activity is completely broken things appear disappear randomly until you restart the app and then it happens again. 4.21

[MonRoe76]

Same here. My charge 3 stopped tracking distance last week. Tried switching off, reset, etc. It seems that the option of changing the stride length disappeared entirely as well. Can't find the topic stride length anywhere in settings anymore. Very annoying. If this keeps going on, I'm switching to Garmin. Sad to say after being a Fitbit user for over 7 years. Sent an email to Fitbit 3 days ago, no response.

[Feefo]

I’m having exactly the same issue. Doesn’t track distance but everything else is working. It will track my distance if running and I’m tracking that but nothing else. It was fine till a couple of weeks ago. Pleased it’s not just me. 
Any idea Fitbit?

[CatMc75]

Hi, I have a versa 3 and am having the same problem. I went for a walk this morning and started it as an exercise and it logged the distance. I have done over 10k steps since then but my total distance for the day has not changed. I’ve done the stride toggle, didn’t work, and I’ve rebooted my versa and still nothing. Have you managed to find a solution yet? It’s so frustrating! Off on holiday on Friday and we will be doing lots walking so it’ll be annoying! 

[LivinFit]

My Versa 4 just started doing the same thing. Any solutions yet?

[Kiwiballa24]

I updated app, restarted device and then I manually changed my stride length which seemed to finally fix it. Problem is I don’t actually know what my correct stride length should be, so not sure on accuracy.

[CatMc75]

I’ve done exactly the same. It seems to have worked for me, but I had to guess my stride! 

[LivinFit]

How do you manually change your stride? I am not finding it in the app.

Sent from my iPhone

[joegun]

Upper right corner in the app, click your profile. Fitbit settings -> training -> scroll down last option in the list. There you go…

BR Joe

[JuanFitbit]

Hi everybody ! Thank  you for your messages and feedback!

@Kiwiballa24 , Thank you for sharing your solution. It seems that it helped a lot of users. 

I've passed the info to our team so, that they take your solution into consideration for their investigation. 

For everybody else who wants to try it, I leave you all the instructions on how to change the stride length  Can I change my stride length in my Fitbit account?

[SunsetRunner]

Mines been like this for a few weeks now. All fitbit seem to do is close the case! Very frustrating! 

[SunsetRunner]

I appreciate you doing this however all I keep getting is from the Help desk is emails stating they have closed the case. I even had a feedback questionnaire sent to me today asking if i was happy with the resolution and my satisfaction. I’ll only be happy when a solution presents itself. Fitbit - please stop closing the case! 

[MonRoe76]

I finally found where to change my stride length. It seemed to have disappeared and it was put back somewhere else in the settings menu. I saw that it was set to 'automatic stride length', although I added my stride length manually ages ago. 

I have now once again added my stride length manually and it is finally showing the distance again, hooray! Too bad it took me days to figure this out on my own. 

[SunsetRunner]

I tried this last week… worked for about 5 minutes then stopped working again! 

[SunsetRunner]

I’ve done this a couple of times. Works for about 5 mins then stops working again. Very frustrating! 

[JY2828]

Same here. Brand new charge 6, less than two weeks old. It had been working fine but it’s showing 0 distance even when I had my phone with me. Everything else seems to be tracking fine.

[Feefo]

I reset my stride length manually and it seems to have sorted itself now. The automatic stride length isn’t detecting. Obviously been some sort of bug with the software, which hopefully they can they sorted soon.


Sent from Yahoo Mail for iPhone

[Travlr]

My Charge 3 stopped tracking distance yesterday.

[Crsimpson21]

My Charge 6 also stopped tracking distance today.  

[Crsimpson21]

I took the stride length option off and it seems to be tracking for now.  🤷🏼‍:male_sign: