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

[EmmEm]

I’ve had this issue on my Versa 3 too since the 14th glad it’s getting attention thank you 

[EmmEm]

Hi I’ve been having the same issue on my Versa 3 too since the 14th did you ever find a fix 🤞🤞🙂

[Green_to_L]

Bonjour 

J'ai  le même souci ...

[Kindzoj]

The same issue since 2 days, no distance counts just steps. I hope it will be resolved soon 🙂

[JesperT]

I'm having the same issue on my Charge 4. It started about 2 weeks ago. It counts steps, but miles always say 0.00. I have restarted the watch, and then did a factory reset. Still same issue. Doesn't matter if I turn GPS on or off, if I select an activity, auto-recognized activity, or if I'm just walking around the house. At the end of the day, I'll have over 10,000 steps and 0 miles. 

Something interesting though. I go into the Fitbit App, scroll down to "activity", then click on "exercise days". Switch from "week" to "month" at the top. Then, under the calendar, switch to show "distance". I can see distance for every day. For example, two days ago, it shows I went 8.04 miles. This means it is tracking it. But when I go back to the home screen for the app and it shows "today's" statistics, I click the left arrow to go back two days, and it shows 17,718 steps and 0 miles. 

This is clearly a bug that Google introduced within the past 2 weeks. Because I can see the distance from the monthly exercise screen, it means the watch is counting distance and transfers that to the app when synced. The bug keeps the distance at 0 miles on the watch and the stats on the home screen of the app. 

I see the original post was on July 3rd. It is now July 23rd. IT IS INSANE THAT GOOGLE HASN'T FIXED THIS ISSUE YET. These are supposed to be some of the "smartest" engineers in the world? This problem should be fixed in minutes. And the fact that this thread was marked as “answered” by the moderator JuanFitbit, who simply said “our team has been informed and they are looking into it” is ridiculous. Nobody wants you to look into it. They want you to fix it. How much looking are you doing in the last 20 days? 

I chatted with customer support, and they said the only way they will pass this information along is if I migrate my Fitbit account to a Google account. This is absurd. I'm switching to a Garmin watch. 

[coolyourboots]

Hi, is there an update on this? It's been a week and it seems like a pretty widespread issue.

[Bazzamandanga]

Looking forward to a resolution my Fitbit has annoying just started to do the same ie record steps but not distance been using for years

[Aoife_Bass93]

Is there any update on this? This issue has been happening to me since Saturday. Every time i sync my versa 3 my distance I had accumulated disappears and goes back to 0km. 
My walking stride comes up as - - on the app. 

[Adz40]

Hi, any update or timescales for this fix. Obviously a fitness tracker that doesn't track distance is pretty useless 

[SuryaPrasad]

This is happening to me for the 1st time. I use Charge 5.

After my run this morning, the distance is stuck at 0.6 KM, though about 9000 steps are complete.
Any pointers / help?

[inemei]

So what is the solution? Mine stopped a few days ago. What should I do?

[Allymcmoon]

I agree, it is pretty frustrating. Did you try setting your "stride length" to manual? For me, distance started tracking again after I did that. Of course, it will require you to have an idea of your average stride length, which is pretty annoying, but I didn't have the distance tracking issue after making this adjustment.

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Did you try setting your "stride length" to manual? For me, distance started tracking again after I did that. Of course, it will require you to have an idea of your average stride length, which is pretty annoying, but I didn't have the distance tracking issue after making this adjustment.

[NeilHhh]

we really shouldn’t be having to use workarounds on this distance issue. It should not have gone wrong in the first place and it is not unreasonable for to have expected Fitbit to have fixed this promptly. 
I have concurrently noticed that they have removed activity short cuts and my ECG now only works with a restart. Not good enough from Fitbit.  I will now buy an alternative product to Fitbit. 

[EmmEm]

Could you please explain how do change my stride length manually I might be being extremely thick but I just can’t seem to figure the Fitbit app out 😭😂🤦‍:female_sign:

[JuanFitbit · Accepted solution]

Hi everybody ! 

Welcome to the community! Thank you for your messages and efforts.

As already mentioned : Our team is aware of the situation and is working on a solution to it.

Many users have now confirmed that they were able to fix it by entering the stride length themselves. It's worth a try until our team has worked on the solution.
You can find instructions for this here:Can I change my stride length in my Fitbit account?

[dspulsipher]

I joined this club last week when my Fitbit stopped tracking distance unless I start an activity (run, hike, walk). For example, recently my Fitbit recorded 11,242 steps for a total of 0.44 miles in a day. Clearly, something is not right.

I appreciate that Fitbit is working on resolving this issue; however, it appears that some users started having this issue a month ago. Since it has been so long without a fix (or even signs that a fix is imminent), I am looking for alterative fitness devices.

Does anyone have a favorite non-Fitbit tracker that you would recommend?

[MKJones1974]

You say "Many users have now confirmed that they were able to fix it by entering the stride length themselves."...this is simply a workaround that seems to work when you record a walk or run. The fitbit itself won't record distance for any steps not associated with an activity. So, if you have 10,000 steps, buy not associates with an activity, it's not tracking. So saying, many users have "fixed" it is misleading. It still doesn't work. 

[A2E]

Charge 6. ios. Manually changed stride length as advised. Fix intially worked, BUT then reverted within 6 hrs to same issue of no distance tracking. Frustrating. Message implies the fitbit team may not even have started work on a solution ?????

[Hburd]

I am having the same issue. It is very frustrating. 

[Louza12]

Me too. Same problem. Not tracking distance